Technology Technical Support Specialist II
LexisNexis Risk Solutions is seeking a Level 2 Onsite Support professional to join our Sydney office. This role focuses on supporting employees in Australia, collaborating closely with colleagues across the Asia‐Pacific region.
About the Role
As a member of our global Infrastructure and Enterprise Services organisation, you will play a key role in ensuring the consistent delivery of high‐quality IT support services.
Ideal Candidate Profile
* A strong communicator who values teamwork and customer service
* Independent, reliable, and accountable, with excellent attention to detail
* Highly organised and able to prioritise effectively
* Process‐oriented while still flexible and pragmatic in finding solutions
* Proactive in problem‐solving, with a hands‐on approach to technical challenges
Responsibilities
* Provide Level 2 onsite/deskside support (walk‐ups + ticket queue), prioritising MacBooks and macOS, while supporting Windows where needed.
* Own device lifecycle activities: new hire provisioning, imaging/enrolment, swaps, repairs coordination, leaver recoveries, and stock control in line with process.
* Support and administer endpoint management tooling:
o macOS: Jamf Pro policies/profiles/app deployments and troubleshooting
o Windows: Autopilot/Intune build and deployment support
* Troubleshoot productivity and collaboration tooling: Microsoft 365, Teams, Outlook, OneDrive/SharePoint.
* Resolve identity and access issues: Azure AD / Entra ID, MFA, SSO, device compliance, access groups (including awareness of conditional access concepts).
* Support meeting rooms / AV (Teams Rooms and conferencing peripherals) and coordinate vendor escalation when needed.
* Maintain high‐quality ticket updates and documentation in ServiceNow.
* Identify recurring issues, propose practical fixes, and contribute to knowledge articles / standard work.
Requirements
* Strong experience supporting macOS / MacBooks in a managed enterprise environment.
* Experience using Jamf Pro (or similar Apple device management) to support deployments, configuration, and troubleshooting.
* Experience supporting Windows endpoints in an enterprise environment, including Autopilot/Intune build & deployment.
* Working knowledge of Azure AD / Entra ID (identity/access troubleshooting, MFA/SSO basics, group access concepts).
* Strong customer‐facing communication and an ownership mindset — proactive updates and end‐to‐end accountability.
* Comfortable working onsite in a busy office environment.
Nice‐to‐have
* Exposure to Ubuntu Linux (basic troubleshooting / command line familiarity).
* Basic networking fundamentals (Wi‐Fi, DNS, VPN troubleshooting).
* Endpoint security / compliance exposure (e.g., Defender, encryption, device compliance workflows).
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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