IT Support Lead

Phocas

Phocas

IT, Customer Service, Education
Melbourne VIC, Australia
Posted on Thursday, June 27, 2024

Have you ever walked into a place and felt right at home? There’s an undeniable energy about the place. People are chatting, laughing and exchanging ideas. No one’s afraid to speak up. And everyone cares – about the work & each other.

As a high-growth tech company selling software in a competitive global market, the work is not easy. But it’s interesting and super fun. It will test you and stretch you in ways you never expected. Oh, and did we mention it was fun?

This is a great opportunity to join our global IT support team, to ensure the delivery of excellent technical support, within our business systems for the team here in Australia. Your role will be to quickly resolve requests from our people as well as proactively work on identifying and resolving potential issues before they impact the business.

Some of the things you’ll do on your way to world-leading fame:

  • Configure, troubleshoot, and resolve issues within our business systems – Microsoft 365, Entra, Intune, Defender for Endpoint, and core line-of-business SaaS applications.
  • Lead the delivery of IT projects and initiatives including new systems and enhancements to existing systems.
  • Triage service requests within agreed service levels and escalated when needed.
  • Proactively identify and respond to system outages and incidents.
  • Solve technical problems with application, system, or hardware issues of moderate to high scope and complexity
  • Administer and configure business applications and integrations to support business processes.
  • Manage the complete lifecycle of user identities, including provisioning, de-provisioning, and access modifications. Implement and maintain automated workflows for user onboarding and offboarding

Some of things you’ll need to turn your internal customers into super geniuses:

  • Experience working in internal customer facing IT support roles.
  • Proven understanding of Microsoft 365, Microsoft Intune, Defender, and Entra.
  • Demonstrated hands-on experience in supporting and troubleshooting issues with end-user devices (Windows 10, macOS, iOS and Android).
  • Experience with scripting languages; preferably PowerShell.
  • Experience supporting and troubleshooting line-of-business systems applications.
  • Understanding of cybersecurity best practices.
  • Experience troubleshooting office networks and internet issues.


A bit about us, in the hope you’ll quit whatever you’re doing and join us.

We’re a business planning and analytics company on a mission to make people feel good about data. Since 2001, we’ve helped thousands of companies turn complex business data into performance boosting results. Despite our now global status of 300 world-class humans, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.

We know that fun is different for everyone. So, if you want to experiment with tech, lead a project, champion wellness, or dabble in your homebrew side hustle, you’ll have our full support.

As long as you’re happy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will be delighted.

Create your happy place.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

#LI-EA1 #LI-Hybrid