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Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!\nPOSITION DESCRIPTION\nPOSITION DETAILS\nJob Title: IT Support Analyst - Level 2\nFunctional Unit: Shared Services - Information Technology\nLocation:Moorebank, NSW\nReporting To: IT Service Delivery Manager\nEmployment Status: Full Time\nDirect Reports: Nil\nCOMPANY PURPOSE\nTo enrich people’s lives by transforming the built environment.\nPOSITION SUMMARY\nThe IT Support Analyst - Level 2is responsible forproviding advanced technical support across Grosvenor Engineering Group’s Microsoft-centric technology environment. This role delivers second-level support for end-user computing, cloud platforms, identity services, endpoint management, security controls, and collaboration systems.\nThe position acts as an escalation point from Level 1 support, performs technical troubleshooting, supports infrastructure and cloud services, contributes to continuous improvement, and ensures services align with Australian IT service delivery standards and best practice frameworks such as ITIL.\nThe role requires strong technical capability across Microsoft technologies, excellent customer service skills, documentation discipline, and the ability tooperateboth autonomously and collaboratively within a professional IT environment.\nKEY RESPONSIBILITIES\nProvide Level 2 technical support for incidents and service requests across endpoints, servers, identity, cloud platforms, and business applications.\nAct asescalationpoint for complex technical issues unresolved by Level 1 support.\nAdminister and support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and Purview.\nSupport Windows desktop and server environments including configuration, troubleshooting, patching, and performanceoptimisation.\nManage user lifecycle processes including provisioning, licensing, permissions, and deprovisioning using least-privilege principles.\nSupport endpoint deployment, configuration, and compliance using modern device management platforms.\nInvestigate and remediate security alerts, vulnerabilities, and policy breaches in collaboration with cybersecurity stakeholders.\nAssistwith infrastructure, networking, and cloud platform support asrequired.\nMaintain documentation, knowledge base articles, and standard operating procedures.\nParticipate in technology rollouts, upgrades, testing, and project delivery activities.\nMonitor system health, performance, and reliability and proactively address issues.\nEngage vendors and third-party providers whenrequiredfor issue resolution.\nEnsure all work aligns withorganisationalsecurity, governance, and compliance requirements.\nProvide excellent customer service and clear communication to technical and non-technical stakeholders.\nContribute to continuous improvement of IT processes, automation, and service delivery maturity.\nPerform other dutiesas reasonablyrequired by management.\nKEY PERFORMANCE INDICATORS\nIncident and request resolution within agreed SLAs\nCustomer satisfaction scores\nFirst contact resolution contribution\nDocumentation quality and completeness\nSystem uptime and service reliability\nSecurity compliance adherence\nSuccessful delivery of assigned projects and tasks\nTECHNICAL SKILLS & EXPERIENCE\nEssential\nMinimum 3 years IT support experience in a corporate environment\nStrong experience supporting Microsoft ecosystems\nHands-on administration of Microsoft 365 tenant services\nWindows 10/11 and Windows Server support\nIdentity and access management experience\nExperience 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