SCOPE
The IT Support Specialist is responsible for delivering advanced technical support across Microsoft 365, Dynamics 365, and Business Central environments. This role operates predominantly at a Tier II level, providing both application support and service desk capabilities, ensuring timely resolution of incidents and service requests.
This position serves as a regional IT resource, supporting end users, coordinating cross-functional issue resolution, and acting as an escalation point for complex application issues. The role also contributes to infrastructure support, knowledge management, process improvement, and continuous service enhancement initiatives.
ACCOUNTABILITIES:
Application Support (~60% of the role)
- Provide Tier II application support for Microsoft 365, Dynamics 365, and Business Central, including troubleshooting, issue resolution, user guidance, and escalation of complex issues.
- Act as the key escalation and coordination point for advanced application defects, working with Tier III teams, developers, IT teams, and business stakeholders to ensure timely resolution and minimal business disruption.
- Support and maintain Microsoft platforms including Microsoft 365, Dynamics 365/Business Central, Entra ID (Azure AD), Exchange Online, Outlook, Teams, SharePoint, OneDrive, Power Platform (Power Apps, Power Automate, Power BI, Copilot Studio), and Microsoft Teams Phone.
Service Desk & End User Support (~20% of the role)
- Serve as the primary IT Service Desk resource for APAC, providing end-user support, resolving incidents and service requests, and assisting Tier I teams with issue resolution.
- Triage and coordinate support requests, escalating to appropriate IT teams as required while ensuring timely resolution and adherence to service level agreements (SLAs).
Infrastructure & Endpoint Support (~10% of the role)
- Manage the full hardware lifecycle, including device provisioning for new hires, asset recovery during offboarding, device upgrades and replacements, end-user support for laptops and mobile devices, onsite IT assistance, and coordination of hardware deployments, rollouts, and decommissioning.
Process Improvement (~10% of the role)
- Identify and implement improvements to IT service delivery and support processes, promoting standardized ITSM practices, operational maturity, and service optimisation.
- Collaborate with Product, Development, and business teams to gather requirements, support system enhancements, improve user experience, identify user training requirements and ensure consistent service delivery and communication.
Additional responsibilities
- Assist with onsite deployments and IT initiatives, occasional travel to support regional operations.
- Perform additional duties as assigned.
EDUCATION & EXPERIENCE
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Minimum of 3–5 years of experience in application support, service desk, or IT operations.
- Experience supporting Microsoft 365, Dynamics 365, or ERP systems (Business Central preferred).
SKILLS & CERTIFICATIONS
- Strong knowledge of Microsoft 365 ecosystem and administration.
- Experience with Dynamics 365 and/or Business Central.
- Familiarity with Microsoft Entra ID (Azure AD) and identity management concepts.
- Experience with Power Platform (Power Apps, Power Automate, Power BI).
- Understanding of ITSM tools and service management practices.
- Knowledge of endpoint and hardware support processes.
- Strong customer service skills, problem solving and collaboration skills.
- Excellent communication skills with ability to communicate with technical and non-technical users.
- Self-starter with strong accountability to ensure issues are resolved.
Applicant must be an Australian Citizen or Permanent Resident to be considered.