At LocalAgentFinder, our purpose is simple: we help Australians make confident property decisions by connecting them with the right real estate agents. We do this by combining deep market insights, trusted data and technology that empowers homeowners at one of the most important moments of their lives.
We are seeking an experienced Workplace Technology Engineer Specialist to provide comprehensive technical support (spanning Level 1 through Level 3 escalations) and maintain our organisation's hardware, software, network, and communications systems, at our Dott & Crossitt, Norwest, NSW Office. As a Specialist, you will provide senior technical support for complex infrastructure issues while still remaining hands‐on with foundational IT support.
Initially, this role will be heavily focused on managing and optimising our Microsoft ecosystem (Microsoft 365, Exchange, Intune, Defender), alongside core communications and productivity tools like RingCentral and monday.com. Overtime, as our environment & processes mature, this focus will transition to a 50/50 split, BAU and allowing you to dedicate the rest of your time to broader enterprise platforms (such as Google WS, Atlassian Jira, Okta identity management, and emerging AI tools).
Key Responsibilities
* Act as a primary escalation point for Level 2 and Level 3 IT support requests, while continuing to handle Level 1 tickets via Slack or the Jira Service Desk system as needed. Ensure all issues are actioned in a timely manner and meet established SLAs.
* Securely manage the computing environment for all employees, including remote and interstate personnel using PCs and Macs.
* Manage the complete employee lifecycle from onboarding through off‐boarding, setting up and decommissioning user accounts across various internal tools.
* Provide break‐fix support, troubleshoot issues, apply patches, and install/update software. Resolve technical issues and user inquiries by offering step‐by‐step remote troubleshooting, utilising comprehensive helpdesk techniques to ensure a positive user experience.
* Manage and maintain printers and other office hardware, including ordering supplies and troubleshooting issues.
* Support the hybrid working environment, including advanced configuration and troubleshooting of A/V equipment for video conference rooms and all‐staff meetings.
Identity & User Account Management
* Manage user access, SSO, MFA, and lifecycle processes across Active Directory, Entra ID, Office 365, and Google Workspace, ensuring strict compliance with company security policies.
* Oversee general enterprise identity workflows. Note: General familiarity with identity platforms is required; advanced skills or expertise specifically in Okta engineering will be considered a significant added advantage.
* Provide escalated account‐related assistance and oversee automated password reset workflows for end‐users.
Enterprise Platform & AI Tool Administration (M365, Exchange, & Telephony)
* MS Office 365 & Exchange Admin Specialist: Serve as the SME for our Microsoft environment. Oversee advanced M365 tenant configurations, manage complex Exchange mail flow (transport) rules, perform message traces, manage eDiscovery and Data Loss Prevention (DLP) policies, and troubleshoot hybrid Exchange architecture.
* Telephony Specialist: Design, manage, and support our unified communications platform. Configure advanced call routing, IVR menus, auto‐attendants, and SIP integrations (while supporting and transitioning away from legacy systems like 3CX/Twilio as needed).
* AI Tool Configuration & Management: Evaluate, configure, and manage emerging enterprise AI tools (e.g., Copilot, ChatGPT Enterprise). Understand the functional differences between various AI solutions to guide user adoption, ensure data privacy/security compliance, and optimise configurations for organisational use.
* Administer and optimise our extended core SaaS stack, including tools like Monday.com, Microsoft 365, and Zoom, transitioning to include deeper management of Slack, Jira, Adobe, and Miro.
* Identify opportunities for automation in routine or repetitive tasks, building and maintaining reliable automation workflows.
IT Service Management
* Administer Service Management Software (ticket management, workflows, automations, custom fields) with advanced proficiency. Note: SME‐level experience with complex API integrations is a great bonus.
* Maintain accurate service request records and document advanced troubleshooting procedures to ensure a robust internal knowledge base.
* Contribute to IT process improvement by identifying recurring issues, writing comprehensive Self‐Help Articles for users, and producing IT Root Cause Analysis (RCA) documents for critical incidents.
IT Asset Lifecycle, Procurement, Strategy & Vendor Management
* Manage the complete lifecycle for all IT hardware (sourcing, provisioning, setup, support, replacement). Maintain 99% accuracy in the IT Asset Inventory through diligent asset assignment and un‐assignment.
* Drive system standardisation by rigorously testing and vetting the IT application stack.
* Create customised IT Asset Lifecycle policies aligned with the parent organisation's standards.
* Liaise with vendors to build and negotiate procurement contracts (e.g., NET30 Payment terms, SLA Contracts for Service).
* Procure hardware, work with suppliers/manufacturers, organise storage, and manage stock levels as required.
Endpoint, System Monitoring, & Security Management
* Architect and maintain endpoint configurations through Device Management platforms (Microsoft Intune) and deploy advanced endpoint security policies via Microsoft Defender.
* Maintain a secure and highly performant network infrastructure in the office.
* Deliver and oversee IT Security Training for staff.
Requirements
* Bachelor's degree in IT (or equivalent) with at least 3‐5+ years of IT Engineering experience, including proven success handling Level 1 through Level 3 escalations.
* Expert‐level experience managing the Microsoft ecosystem (M365 Administration, Exchange Online, Entra ID, Intune, and Defender).
* Experience administering enterprise Telephony, Advanced Ticket Management tools, CRM tooling, Security tools.
* Strong technical background in PC/Mac hardware, networking, remote machine management, endpoint security, and advanced helpdesk troubleshooting.
* Demonstrated capability to act as a technical authority for Managed Service Providers (MSPs) and drive IT procurement alongside hardware suppliers.
* Excellent communication and problem‐solving skills with the ability to collaborate cross‐functionally and prioritise tasks effectively.
Nice to have
* Advanced experience or certifications in Okta (SSO, MFA, Lifecycle routing rules) is highly desirable and a strong added advantage.
* Advanced experience in Bash and/or PowerShell scripting to support the automation of complex platform management (M365, Exchange, Active Directory).
* Experience in Conveyancing/Legal firms.
This is a full‐time contract position with likely extensions.
Job hunting can be a real rollercoaster, but don't worry, we've got your back! Make sure your CV is top‐notch, packed with details, and super crisp. That way, we can get a clear picture of who you are and if you'd be a great fit for our team.
Even if you don't tick every box, but you're passionate about our mission, we'd love to hear from you! You might just be the perfect person to join our crew!
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