L2 IT Support Officer - Work from home

Respond to and resolve Level 2 technical support requests escalated from the helpdesk.

Troubleshoot and resolve issues related to Active Directory, Microsoft 365, and Azure services.

Support configuration, monitoring, and troubleshooting of Azure Virtual Machines.

Maintain user accounts, groups, and permissions within Active Directory and Azure AD.

Work closely with L1 support to ensure effective knowledge transfer and consistent resolution processes.

Provide technical support for design and collaboration tools critical to the architecture practice (e.g., Revit, AutoCAD, Bluebeam).

Support system integrations and ensure minimal disruption across project teams.

Monitor systems for stability, performance, and security risks, escalating as necessary.

Contribute to automation and process improvements where appropriate (e.g., scripting in PowerShell).

Maintain accurate records of support activities, incidents, and resolutions.

Contribute to internal knowledge bases and SOPs for recurring issues.

Collaborate with the Documentation Specialist to ensure issues and resolutions are captured and shared with staff.

Assist in monitoring IT security events and contribute to maintaining compliance frameworks.

Support implementation of IT policies and security practices aligned with ISO standards.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent industry experience).
• Minimum 5 years of proven experience in Level 2 IT support or equivalent technical role.
• Strong knowledge of Active Directory, Microsoft 365, and Azure AD.
• Ability to troubleshoot and resolve complex technical issues independently.
• Excellent organisational skills, including incident documentation and knowledge management.
• Strong communication skills with the ability to engage both technical and non-technical staff.
• Experience with Azure Virtual Machines and security tools (e.g., Sentinel) is desirable.
• Familiarity with scripting or automation tools such as PowerShell advantageous.
• Exposure to IT security practices, monitoring, and service management frameworks (e.g., ITIL) also desirable.
• Experience supporting architectural/design software (Revit, AutoCAD, Bluebeam) is a plus.
• Analytical and resourceful problem-solver.
• Team-oriented, able to mentor and support junior IT staff.
• Calm and professional under pressure, especially during system outages or escalations.
• Detail-focused with a commitment to accuracy and security.
• Proactive in identifying opportunities for improvement and automation.

Benefits

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
• Monday to Friday 7:00 AM – 4:00 PM PHT (adjustments will be made for AU daylight saving time)
• HMO with 1 free dependent and other medical reimbursements
• 20 annual leaves + 1 birthday leave
• Work from home allowances
• 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

We’re not your typical BPO — we’re a Managed Service Provider (MSP) centered on people and their success. Get the chance to work directly with leading clients in Australia, New Zealand, and now the UK as part of their team.

We offer a people-first culture where you're valued, not just counted.

To learn more about us visit our socials:

• Website: https://twoconnect.com.au/
• Careers: https://apply.workable.com/twoconnect-careers/
• LinkedIn: https://linkedin.com/company/twoconnectau
• Facebook: https://www.facebook.com/2woconnect/
• Instagram: https://www.instagram.com/twoconnect_/