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About the Role
This role provides hands-on technical support to ensure staff across the Asia-Pacific region are supported by secure, reliable, and scalable technology platforms. You will resolve escalated incidents, deliver endpoint and identity platform projects, and travel periodically to support field offices and program teams.
Responsibilities
- Resolve escalated incidents and service requests within agreed SLAs
- Investigate root causes for recurring issues
- Maintain accurate records in the IT service management system
- Contribute to the knowledge base
- Administer Microsoft 365 estate including Entra ID, Intune, Exchange Online, SharePoint, and Teams
- Manage device lifecycle from procurement through retirement
- Support conditional access, MFA, and Cyber Essentials Plus controls
- Commission new sites and establish IT for new programs
- Troubleshoot connectivity and infrastructure issues
- Conduct on-site asset audits
- Represent the IT function to local stakeholders and vendors
- Design and deliver IT induction sessions
- Run refresher training on collaboration tools, cyber security, and AI tools
- Produce written guides and video walkthroughs
- Coach first-line colleagues to improve resolution rates
- Support maintenance of Cyber Essentials Plus and equivalent controls
- Respond to alerts from endpoint detection and response platforms
- Assist with phishing investigations
- Ensure patching, encryption, and configuration baselines are upheld
- Maintain technical runbooks, network diagrams, and onboarding checklists
- Identify opportunities for automation and policy improvement
Requirements
- Minimum of three years in a second line, escalation, or senior service desk role
- Experience in a Microsoft-centric environment
- Experience supporting users in multiple time zones or geographically distributed offices
- Hands-on experience with Microsoft 365 Intune and Windows 11 endpoint management
- Strong network troubleshooting skills across Wi-Fi, VPN, DNS, and basic firewall concepts
- Essential exposure to Apple (ABM) and Windows (AutoPilot) device management
- Track record of designing and delivering hands-on user training
- Willingness and physical capability to travel internationally for one to three weeks at a time
- Right to live and work in Australia
Skills
- Microsoft 365
- Entra ID
- Intune
- Exchange Online
- SharePoint
- Teams
- Windows 11
- Network troubleshooting
- Wi-Fi
- VPN
- DNS
- Firewall concepts
- Apple Business Manager (ABM)
- Windows AutoPilot
- Cyber security awareness
- Technical documentation
Location
- Sydney, Australia
- Remote within Australia
Work Type
- Full-time
- Hybrid
- Remote
Experience Level
- Minimum 3 years experience
Education Level
- Microsoft MD-102 (Desirable)
- MS-900 (Desirable)
- AZ-104 (Desirable)
- ITIL Foundation (Desirable)
- CompTIA Network+ (Desirable)
Benefits
- Flexible working arrangements
- Dynamic and friendly team environment
- Opportunity to support meaningful work
- Professional development and career progression support
About the Company
- Global advisory company working to transform lives by strengthening economies, stabilizing societies, and making governments more effective
- Headquartered in London with an Asia-Pacific regional office in Sydney
Equal Opportunity
- ASI is committed to building a diverse and inclusive workforce and strongly encourages applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples
- ASI welcomes applications from people with disability and provides reasonable adjustments throughout the hiring process