IT Support Analyst - Work From Home | Day Shift at Twoconnect · Metro…

The IT Support Specialist will provide L1 and L2 technical support across the organisation, serving as the first point of contact for IT-related issues and service requests. The role will support Microsoft 365 administration, user identity and access management, endpoint management, business application support, and device lifecycle processes.

• Provide L1 and L2 IT support via phone, email, Teams, and the service desk portal.
• Troubleshoot and resolve issues related to Windows, Microsoft 365, user accounts, devices, printers, and connectivity.
• Log, update, and manage support tickets while keeping users informed throughout the resolution process.
• Manage user accounts, passwords, MFA, permissions, and Microsoft 365 licenses.
• Support Exchange Online, Teams, SharePoint, and other Microsoft 365 services.
• Assist with device setup, configuration, and management through Intune and Autopilot.
• Provide first-level support for business applications and escalate complex issues to the appropriate teams.
• Coordinate with internal stakeholders and vendors to help ensure timely resolution.
• Support employee onboarding, role changes, and offboarding activities.
• Coordinate device deployment, recovery, and asset tracking.
• Follow IT security policies and best practices.
• Maintain accurate documentation and contribute to knowledge base articles and process improvements.

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• Bachelor’s degree in information technology, Computer Science, Computer Engineering or a related field, or equivalent practical experience.
• 2 or more years in an IT service desk, desktop support, or managed service provider role, ideally supporting Australian or other overseas clients.
• Solid working knowledge of Windows 10/11, Microsoft 365 applications, Exchange Online, Teams and SharePoint, common peripherals and basic networking (DNS, DHCP, VPN, Wi-Fi).
• Hands-on experience administering user accounts in Entra ID or Active Directory, including password and MFA resets and group management.
• Experience working in an IT service management platform, with disciplined ticket notes and a sound grasp of incident, request and escalation processes.
• Excellent spoken and written English, with the confidence to support users of varied technical ability by phone, email and remote session.
• Ability to manage several tickets at once, follow procedures, and recognise when escalation is needed.
• Willingness and ability to work Australian business hours on an ongoing basis.

Nice-to-haves:

• Experience with Jira Service Management, ServiceNow or a comparable platform.
• Exposure to Microsoft Intune, Autopilot and endpoint compliance policies.
• Exposure to Business Central, D365 CRM, Power Platform or comparable ERP and CRM applications.
• Basic understanding of Power BI, including workspace access, report sharing and refresh troubleshooting.
• Experience with IT asset registers, equipment logistics and remote onboarding or offboarding.
• Certifications such as ITIL 4 Foundation, CompTIA A+, Microsoft 365 Fundamentals (MS-900), Endpoint Administrator (MD-102) or Microsoft 365 Administrator (MS-102).

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• Work from home
• Mon - Fri: 9:00 AM – 6:00 PM AEST/AEDT (adjustments will be made for daylight saving time)
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.