3rd Line Support Engineer

Enterprise clients outsource service desk, end-user support and data centre operations to us under multi-year contracts. Headquartered in Perth, the company has grown since 2013 by acquiring regional IT providers. Our dress code is a company polo and clean jeans.

The role:

As 3rd Line Support Engineer at Graham IT, you'll handle day-to-day IT requests for about 250 employees across two offices. Our IT Operations team closes around 600 tickets a month and needs one more person on the desk. The work is on site and cannot be done remotely.

Your responsibilities:

• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Escalate network, server and application problems to the right team with clear notes.
• Install and update approved software and remove anything unlicensed.
• Track hardware inventory and warranty status in the asset system.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.

What you'll need:

• 6+ years of help desk or desktop support experience.
• Familiarity with Microsoft 365 admin tasks.
• CompTIA A+ certification or equivalent hands-on experience.
• Working knowledge of Windows 10/11 and basic macOS support.
• Valid driver's licence and reliable transportation for travel between sites.
• Experience with Active Directory user and group management.

Desirable:

• Intune, Jamf or SCCM/MECM.
• Basic PowerShell scripting.

Schedule: Monday to Friday, 8:00 AM to 5:00 PM

What you get:

Compensation: $40.00 to $44.00 an hour

• Superannuation on top of salary.
• Study leave.
• Employee assistance program.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Graham IT.