IT SUPPORT ENGINEER (SECOND LINE), ASIA-PACIFIC

• Acting as the primary escalation point from first line, resolving incidents and service requests within agreed SLAs;

• Investigating root cause for recurring issues;

• Maintaining accurate records in the IT service management system;

• Contributing to the knowledge base so that fixes scale beyond the individual ticket.

• Day-to-day administration of the Microsoft 365 estate including Entra ID, Intune, Exchange Online, SharePoint, and Teams;

• Managing device lifecycle from procurement through enrolment, configuration, and retirement;

• Supporting conditional access, MFA, and Cyber Essentials Plus aligned controls across a globally distributed user base.

• Commission new sites or establish IT for new programs;

• Troubleshoot connectivity and infrastructure issues that cannot be resolved remotely;

• Conduct on-site asset audits;

• Represent the IT function to local stakeholders, including hardware or other relevant vendors and suppliers.

• Designing and delivering IT induction sessions for new joiners;

• Running periodic refresher training on collaboration tools, cyber security awareness, and the safe use of AI tools at work;

• Producing clear written guides and short video walkthroughs;

• Coaching first line colleagues to lift their resolution rate at the service desk.

• Supporting the maintenance of Cyber Essentials Plus and equivalent controls;

• Responding to alerts from the endpoint detection and response platform;

• Assisting with phishing investigations;

• Ensuring patching, encryption, and configuration baselines are upheld across the fleet.

• Keeping technical runbooks, network diagrams, and onboarding checklists current;

• Identifying repeat issues that warrant automation, policy change, or platform reconfiguration;

• Contributing to projects that improve the service over time.

• A minimum of three years in a second line, escalation, or senior service desk role within a Microsoft-centric environment.

• Experience supporting users in multiple time zones or across geographically distributed offices.

• Demonstrable hands-on experience with Microsoft 365 Intune, and Windows 11 endpoint management.

• Strong skills in network troubleshooting across Wi-Fi, VPN, DNS, and basic firewall concepts.

• Relevant certifications such as Microsoft MD-102, MS-900, AZ-104, ITIL Foundation, or CompTIA Network+ are desirable.

• Familiarity with Cyber Essentials Plus, ISO 27001, or comparable security frameworks.

• Exposure to Apple (ABM) and Windows (AutoPilot) device management is an essential.

• A track record of designing and delivering hands-on user training to diverse audiences, tailoring delivery for staff at all levels of digital confidence.

• Willingness and physical capability to travel internationally for periods of one to three weeks at a time, including to locations outside major cities that may be in challenging or low-bandwidth environments.

• A current driving licence is desirable, as field travel may require driving in some locations.

ASI is committed to safeguarding and promoting the welfare of those we work with, and we expect all staff to share this commitment. All offers of employment are subject to satisfactory pre-employment checks, including reference checks, confirmation of the right to work in the relevant country, and a criminal record or police check appropriate to the country of engagement. Some programs require additional clearances; if this applies, we will discuss the process with shortlisted candidates.

We are keen to hear from you. Please submit a CV and a one-page cover letter setting out your motivations and suitability. Please note that the applications will be reviewed on a rolling basis.

ASI is committed to building a diverse and inclusive workforce and strongly encourages applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples. ASI welcomes applications from people with disability. We provide reasonable adjustments throughout the hiring process. Let us know how we can make the process accessible for you.