IT Support Officer - Level 2

IT Support Officer · Newly created position with an exciting opportunity to build and develop your career · North-Shore based office with flexible working options · Full Time role within a growing industry and organisation WHO WE ARE: An IT Support Specialist to own frontline helpdesk support and grow into broader systems administration over time. This is not an entry-level role. We're looking for a mid-level generalist who can triage and resolve issues independently, over the phone and via remote tools, without handholding. Our IT team is small and has no built-in redundancy, so this person needs to be self-sufficient from early on and comfortable figuring things out. This role has a genuine growth path. It isn't a ticket queue forever, with time and demonstrated capability, responsibilities will expand toward systems administration. WHAT WE OFFER: · Salary Packaging Options · On Site Parking · Annual Leave Loading at 17.5% · Additional Wellbeing Leave and options to cash out Annual Leave · Discounted Health Cover · Wherefit Partnerships · Free Flu Vaccinations · Birthday and Milestone Celebrations · Flexible Working Options · Emphasis on Individualised Training and Development · Access to professional counselling service for employees and their immediate family · Collaborative and positive working culture ROLE RESPONSIBILITIES: • Owning and triaging incoming support tickets end to end, prioritising based on urgency and impact, and resolving independently without escalation wherever possible • Troubleshooting technical issues remotely by phone and remote-access tools (e.g. TeamViewer), diagnosing and resolving problems for staff across all Unisson sites without requiring an onsite visit • Managing the end-to-end device lifecycle, including wiping, re-imaging and Autopilot enrolment, ensuring laptops and devices are provisioned and ready for staff with minimal downtime • Administering mobile devices and SIMs, including provisioning, activation, troubleshooting and deactivation, ensuring staff have reliable access to mobile connectivity and devices • Managing day-to-day user account and access changes in Microsoft Entra ID outside of onboarding/offboarding, such as password resets, permission changes, and security group or access reviews • Supporting printers, AV equipment and general site hardware, including basic troubleshooting, maintenance coordination and liaison with vendors where needed • Assisting with new site setup, including hardware, network and workstation deployment, ensuring new locations are operational and staff can work from day one • Travelling to Unisson sites as required to provide onsite support where issues can't be resolved remotely, or where physical presence is needed (e.g. new site setup, hardware faults) • Providing day-to-day Microsoft 365 support (email, Teams, SharePoint, OneDrive), helping staff use these tools effectively and resolving access or functionality issues as they arise • Writing and using scripts as needed (PowerShell, command line) to automate routine and repetitive tasks, reducing manual effort and improving consistency across the team • Running onboarding and offboarding for staff end to end, including device setup (in line with device lifecycle management above), account provisioning and access changes, ensuring a smooth start for new staff and clean deactivation for leavers • Delivering basic end-user training on systems and best practice, helping staff get the most out of the tools available to them and reducing repeat support requests • Providing white-glove, high-touch support for senior leadership and ELT, reflecting the visibility and time-sensitivity of their needs • Providing backfill cover for other IT team members during leave or absence, stepping into their responsibilities temporarily, as is already standard practice in the team • Maintaining accurate documentation of incidents, resolutions, standard operating procedures, and technical knowledge, while contributing to continual service improvement and developing towards Systems Administration responsibilities • Performing basic cybersecurity operational tasks including email quarantine review and release, Microsoft Intune and Windows patch management, endpoint health monitoring, MFA administration, and remediation of security alerts, in accordance with established security procedures and playbooks set by the Infrastructure and Security Manager OUR IDEAL CANDIDATE: Our ideal candidate for this role is someone who is approachable, positive and enjoys delivering a high level of customer service. You will also be self-starter with solid IT experience utilizing deep functional knowledge, tools and application to troubleshoot and solve complex issues. You will possess: • 4+ years in a generalist IT support role — genuinely mid-level (Level 2) • Proven ability to triage and resolve issues independently, without a senior always on hand • Hands-on experience administering Microsoft Entra ID (user and device management) • Experience with Autopilot/Intune-style device enrolment and management • Solid Microsoft 365 administration and support experience • Basic networking knowledge (switches, Wi-Fi, printers, general troubleshooting) • Basic or working knowledge (preferred) of PowerShell and command-line tools, with willingness to build on this • Comfortable travelling to sites as needed TO APPLY: Please attach your updated resume. Unisson Disability is a person-centred organisation. We believe that every person has a story. This applies not only to the people we support, but also to our approach to the people we employ. With a continuous focus on team building, leadership coaching and ongoing training, we seek to create a working environment that's unified with our core purpose: promoting everyone's ability to live a great life. Our promise to our team members is that we will help you develop your personal strengths and grow in your role. Unisson Disability is an equal opportunity employer and provides a smoke free environment.