IT Support Specialist (Microsoft 365 & Phone Systems Administration) - Adelaide

Core Job Description

The role involves providing hands-on IT support, focusing on ticket resolution, Microsoft 365 administration, and phone system management for a managed service provider (MSP) based in Adelaide. The ideal candidate will handle helpdesk tickets, remote troubleshooting, and maintain documentation while ensuring minimal escalation.

▸ Helpdesk & Client Support

• Answer phones and respond to support requests professionally and friendly.
• Work through helpdesk tickets, prioritizing tasks, updating progress, and escalating when necessary.
• Communicate clearly with non-technical users, setting expectations and following through.

▸ Remote & Technical Troubleshooting

• Remote into client devices to diagnose and resolve technical issues.
• Resolve day-to-day issues across user accounts, email, devices, and connectivity.

▸ Microsoft 365 Administration

• Administer Microsoft 365 through the Microsoft 365 Admin Center, managing users, licenses, mailboxes, and access.
• Perform daily admin tasks including users, licenses, MFA, mailboxes, shared mailboxes, groups, and message trace.
• Support Microsoft 365 across multiple users and businesses, including Intune, SharePoint, and Teams administration.

▸ Phone Systems

• Administer and support client phone systems, including extensions, ring groups, call flows, IVRs, SIP trunks, and handset provisioning.
• Troubleshoot call routing and quality issues.

▸ Security Response

• Act on alerts from monitoring tools, such as suspicious sign-ins or compromised accounts.
• Contain issues by revoking sessions, resetting credentials, reviewing MFA methods, and checking for persistence (e.g., mailbox rules, forwarding, unrecognized app consents).
• Verify requester identity before sensitive changes like password or MFA resets.

▸ MSP Support & Tools

• Assist with general MSP support for client customers.
• Use ticketing, remote monitoring, and documentation tools. Experience with PSA/ticketing platforms (Autotask, Datto RMM), and IT documentation platforms (IT Glue) is required.
• Provide support for networking (e.g., UniFi configuration and maintenance) with team guidance.

▸ Documentation

• Maintain clear and accurate documentation, including ticket notes and client environment records.
• Follow team standards for ticketing and documentation consistently.
• Write and maintain SOPs, checklists, and how-to guides.

▸ Automation and Improvement

• Identify repetitive tasks and explore automation solutions using AI or scripting while handling client data responsibly.

▸ Hours & Location

• Remote, full-time, working Adelaide business hours. Reliable internet, power backup, and a suitable workspace are required.