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Senior IT Support Engineer – L2
Dijital Team. Provide first- and second-line support to clients and internal users through the service desk .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong expertise in Microsoft 365 administration, troubleshooting, and identity and access management, while effectively managing service desk operations and client communications. Exhibits a security-conscious approach and a commitment to continuous improvement in IT support services.
Highest-signal resume keywords
Microsoft 365 AdministrationIdentity And Access ManagementWindows Device TroubleshootingMicrosoft Intune AdministrationIT Service Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingProblem-SolvingUser Account ManagementEndpoint ManagementService Desk OperationsIncident ManagementAccess ControlSecurity Incident ReportingApplication SupportCybersecurity Awareness
Soft Skills
Excellent Communication SkillsOrganizational SkillsService-Focused AttitudeApproachabilityOwnership
Tools & Technologies
Microsoft 365Microsoft IntuneMicrosoft Entra IDIT Ticketing SystemsService Desk Software
Certifications & Qualifications
Identity And Access Administrator AssociateRelevant Microsoft Certifications
Industry Keywords
Information SecurityClient SupportService DeskManaged Support EnvironmentEscalated Support Issues
Tech Stack
Tools & technologiesCyber SecurityITSM
About the role
Key responsibilities & impact- Provide first- and second-line support to clients and internal users through the service desk
- Support first-line colleagues with complex technical matters
- Troubleshoot and resolve Microsoft 365, Windows, identity, access, endpoint, and application issues
- Manage incidents and service requests accurately and efficiently
- Maintain clear and accurate service desk and internal-system records
- Communicate directly with clients by phone, email, and other support channels
- Provide professional updates throughout the support lifecycle
- Own escalated issues and ensure appropriate follow-through
- Collaborate with the wider team to deliver a responsive client experience
- Support Microsoft 365 user administration and day-to-day account management
- Assist with onboarding, offboarding, permissions, access changes, and troubleshooting
- Support Microsoft Intune and Microsoft Entra ID administration
- Follow information security policies, access controls, and documented procedures
- Report security incidents, risks, suspicious activity, and non-conformances
- Handle client and company information securely and confidentially
- Complete relevant security training
- Escalate highly complex infrastructure, security, or specialist issues
- Contribute to continuous improvement and the development of the IT support service
- Support colleagues and established service processes
Requirements
What you’ll need- Previous experience in a second-line IT support, service desk, or managed support environment
- Experience handling escalated and technically complex support issues
- Strong practical knowledge of Microsoft 365 administration and troubleshooting
- Experience with user accounts, permissions, identity, and access management
- Strong understanding of Windows devices, endpoint management, and business applications
- Strong troubleshooting, problem-solving, and organisational skills
- Ability to manage multiple support requests while maintaining service quality
- Excellent verbal and written communication skills
- Confidence communicating directly with clients and managing expectations
- Professional, patient, approachable, and service-focused
- Comfortable supporting less experienced colleagues
- Able to take ownership of issues and follow tasks through to completion
- Good understanding of information security and documented processes
- Security-conscious approach to handling client and company information
- Ability to recognise when specialist, infrastructure, or security escalation is required
- Microsoft Entra ID and identity and access management experience
- Microsoft Intune and endpoint/device administration experience
- Experience with IT service management or ticketing systems
- Cybersecurity awareness and phishing prevention knowledge
- Relevant Microsoft certifications
- Identity and Access Administrator Associate certification or related experience
Benefits
Comp & perks- Get paid in Australian Dollars
- Medical insurance from day one for you + spouse (or parents if unmarried)
- Generous OPD coverage from doctor visits to all your medical needs
- Home office setup allowance
- Internet allowance
- Gym & wellness allowance
- Regular team events & engagement activities
- Diji Assist – Mental health & counseling support
- Reimbursement for industry certifications
- Open-door culture
- Flexible work – home or office
- Rewards & recognition
- Christmas and financial year-end parties