The Role: This is a senior, hands-on IT support role combining L2/L3 escalations with regular on-site field support across Southeast Queensland. You'll act as a trusted escalation point within the IT team, resolving complex issues, supporting end users both remotely and on site, and working closely with IT leadership to keep operations running smoothly. Responsibilities: Provide advanced (Level 2/3) technical support, both remotely and on-site, for IT issues and escalations Mentor and guide IT support staff, assisting with ticket resolution and promoting best practices Manage user accounts and ensure correct onboarding/offboarding procedures Maintain hardware inventory, coordinate orders, and organize e-waste disposal Log and track support requests, resolving software, hardware, and network issues Create and update documentation and knowledge base materials for IT support processes Assist with training sessions and real-world scenario simulations for ongoing staff development Liaise with senior IT teams for advanced troubleshooting and issue resolution Duties may vary as required to support evolving IT operations Requirements: Bachelor's degree in IT (preferred), with 6 years' IT support experience for large user groups. Strong technical proficiency with Windows, Entra AD, Office 365 Admin, Intune, hardware, and networking; Azure experience desirable. Experience supporting enterprise phone systems and using ticketing systems (e.g., ServiceNow, ConnectWise, Xurrent). Excellent customer service skills (in-person and phone), with strong troubleshooting and problem-solving abilities. roven stakeholder engagement, and ability to work independently Apply Today: Learn more about our Brisbane recruitment services: https://www.roberthalf.com.au/brisbane By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.