About the Role

Tes is seeking a proactive and customer-focused IT Support Officer (L2) to join our IT Operations team in Osborne Park. In this hands-on role, you will provide technical support to employees across the business, ensuring a seamless technology experience through effective incident resolution, user lifecycle management, and ongoing maintenance of core IT systems.

Working in a hybrid environment (3 days in the office, 2 days WFH), you will play a key role in supporting both remote and office-based staff, helping to keep our systems secure, accessible, and functioning efficiently.

Key Responsibilities

User Lifecycle Management (Joiners, Movers & Leavers)

• Manage the end-to-end onboarding, internal transfer, and offboarding process for employees.
• Provision and administer user accounts, groups, permissions, and licences across Microsoft 365 and Entra ID.
• Coordinate the distribution and collection of laptops, peripherals, and other IT equipment.
• Ensure users have the appropriate technology and access from day one.

Technical Support & Ticket Resolution

• Provide Level 2 support across Windows and Mac environments.
• Troubleshoot issues relating to Microsoft 365, VoIP systems, VPN connectivity, wired and wireless networks, and Sophos endpoint security.
• Manage incidents and service requests through FreshDesk or similar ticketing platforms.
• Maintain accurate documentation, knowledge base articles, and ticket records.
• Collaborate with internal technical teams to deliver timely and effective solutions.

Office & Asset Management

• Maintain a regular onsite presence three days per week to support hardware deployment, equipment maintenance, and user assistance.
• Ensure IT asset registers, hardware records, and software inventories remain accurate and up to date.

About You

You are a technically capable IT professional with a strong customer service mindset and a passion for delivering high-quality support. You enjoy solving problems, building relationships with stakeholders, and working collaboratively within a service-oriented team.

Essential Skills & Experience

• Experience managing user accounts, permissions, and onboarding/offboarding processes within Entra ID.
• Strong knowledge of Microsoft 365 administration and end-user support.
• Experience supporting Windows and Mac desktop environments.
• Proven experience working within FreshDesk or a similar ITSM/ticketing platform.
• Strong troubleshooting skills across wired networks, Wi-Fi, VPN technologies, and Sophos endpoint security.
• Experience supporting VoIP hardware and software.
• Excellent communication skills and a collaborative approach to problem-solving.

Desirable

• Exposure to Microsoft Intune administration.
• Understanding of ITIL principles and best practices.
• Previous customer service experience in a fast-paced environment.
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