About the position

Technology is at the heart of how Firstmac supports its people and customers. We’re seeking a customer focused Technical Support Officer to join our IT Operations team and provide high quality Level 1 and Level 2 technical support across the business.

If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced environment where no two days are the same, we'd love to hear from you!

About the role

As a Technical Support Officer, you'll provide Level 1 and Level 2 IT support to employees across Firstmac, ensuring our people have reliable, secure and efficient technology to perform their roles.

You'll support a broad range of technologies including Microsoft 365, Windows 11, mobile devices, business applications and identity management, while delivering an outstanding customer experience. You’ll work closely with Infrastructure, Security and Development teams to resolve issues, improve processes and ensure our people have secure and effective technology solutions.

What you'll be doing

• Provide Level 1 and Level 2 support for IT incidents, service requests and business applications.
• Troubleshoot hardware, software, connectivity and application issues.
• Support desktops, laptops and mobile devices
• Manage Microsoft 365 services including Outlook, Teams, SharePoint Online, OneDrive and Exchange Online.
• Support user accounts, access requests, MFA and identity management through Microsoft Entra ID and Active Directory.
• Configure and support Windows 11 devices and corporate mobile devices using Microsoft Intune.
• Maintain accurate service desk records and ensure requests are managed within agreed SLAs.
• Escalate complex issues and coordinate resolution with specialist teams.
• Promote secure technology practices and support cybersecurity and compliance requirements.
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