Full job description

LevelBlue reduces risk and builds lasting resilience so organizations can innovate and advance their mission with confidence. As the world’s most analyst-recognized and largest pure-play managed security services provider, LevelBlue elevates client outcomes that matter: stronger defense, faster response, and sustained business continuity. LevelBlue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic advisory, managed security, offensive security, and incident response services.

IT Support Administrator – End User Services (Sydney) Location: Hybrid - primarily remote (Australia) with 1-2 days per week in the Sydney office as needed

Reports to: Manager, End User Services / Global End User Services

Team: Corporate IT - End User Services (EUS)

Role Overview This is a hybrid role supporting LevelBlue employees worldwide as part of the Global End User Services team. You will primarily work remotely while delivering high-quality Level 1 and Level 2 support with a strong focus on both Windows and macOS environments. The role combines ticket ownership, remote support, endpoint management, and continuous improvement of the end-user experience, with an expectation of 1-2 days per week in the Sydney office as needed for hardware handling, collaboration, or operational requirements.

Key Responsibilities

• Deliver Level 1 and Level 2 support to end users via phone, email, chat, and the Freshservice ticketing platform
• Troubleshoot and resolve hardware, software, and connectivity issues for Windows PCs, MacBooks, mobile devices, printers, peripherals, and A/V equipment
• Support remote and hybrid users using modern endpoint management tools
• Provision, maintain, and deprovision user and computer accounts in Microsoft Entra ID
• Manage the support ticket queue - triage, prioritize, resolve, or escalate appropriately while maintaining clear communication with users
• Create and maintain accurate documentation, knowledge base articles, and standard operating procedures
• Assist with local equipment procurement, vendor coordination, and asset inventory management in Australia
• Contribute to process improvements and knowledge sharing across the global EUS team
• Participate in an occasional after-hours on-call roster as required
• Attend the Sydney office 1-2 days per week as needed for hardware handling, team collaboration, or other operational requirements

Required Experience & Skills

• 2+ years of IT support / helpdesk experience
• Demonstrated ability to own tickets end-to-end with excellent customer service and clear written/verbal communication
• Solid hands-on experience supporting both Windows (10/11) and macOS environments
• Proficiency with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, and core Office applications)
• Experience administering users and devices in Microsoft Entra ID
• Working knowledge of remote access / VPN solutions and basic networking (TCP/IP, DHCP, DNS)
• Experience with endpoint management tools (Jamf Pro, Microsoft Intune, or similar)
• Familiarity with common end-user hardware (laptops, MacBooks, printers, smartphones, peripherals)

Preferred / Nice-to-Have

• Experience with Jamf Pro for Mac management
• Microsoft Intune experience
• Basic scripting or automation skills (PowerShell, Bash, or Jamf scripting)
• Strong security awareness and understanding of cybersecurity best practices
• Relevant certifications (CompTIA A+, Microsoft Fundamentals / M365, Jamf, ITIL Foundation)
• Prior experience in a security, MSSP, or regulated environment

Personal Attributes

• Genuine passion for customer service and improving the end-user experience
• Ability to work independently, prioritize effectively, and adapt to shifting demands
• Strong written and verbal communication skills
• Comfortable collaborating across time zones with a global team
• Willingness to participate in an occasional on-call rotation
• Ability to attend the Sydney office 1-2 days per week as required
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