Position Description

As an AI, Security and Cloud Support Engineer, you will provide customer-facing technical support and help desk services across Microsoft 365, cloud, security and AI-enabled solutions. The role is focused on responding to customer requests, troubleshooting issues, managing support tickets, providing clear communication and ensuring customers receive timely, professional and practical assistance.

Key Responsibilities

• Act as a first point of contact for customer support requests across Microsoft 365, cloud, security and AI-enabled services.
• Log, triage, prioritise and manage support tickets in accordance with internal help desk processes and customer requirements.
• Troubleshoot customer incidents and service requests, including user access, email, collaboration, endpoint, cloud and security-related issues.
• Provide clear and timely updates to customers on ticket progress, actions taken, expected timeframes and next steps.
• Resolve common technical issues within agreed support boundaries and escalate complex matters to senior engineers or relevant teams when required.
• Support customer onboarding, user administration, password resets, licence changes, mailbox and access requests, and other routine service desk tasks.
• Monitor support queues, alerts and assigned tasks to ensure customer issues are actioned promptly and not left unattended.
• Use approved AI tools and automation responsibly to assist with troubleshooting, ticket notes, knowledge articles and support efficiency.
• Document customer issues, troubleshooting steps, resolutions and follow-up actions accurately in the support system.
• Follow security, privacy and customer data handling procedures when accessing systems, resetting accounts or making support changes.
• Contribute to knowledge base articles, standard support responses and internal process improvements to improve help desk quality.
• Maintain a professional, patient and customer-focused approach when supporting users with technical issues.

Key Accountabilities

• Deliver responsive and professional customer support across assigned help desk channels.
• Ensure support tickets are recorded, prioritised, updated and resolved or escalated within expected timeframes.
• Provide accurate troubleshooting, practical guidance and clear communication to customers and internal stakeholders.
• Maintain accurate ticket notes, customer updates, support documentation and knowledge base content.
• Escalate issues appropriately with sufficient detail, urgency and context to support timely resolution.
• Handle customer systems and data carefully, following security, privacy and access control procedures.
• Use AI, automation and support tools in a safe, approved and customer-appropriate manner.
• Contribute to a positive support experience by being reliable, clear, organised and customer-focused.

Skills and Experience

• Hands-on experience supporting Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint and OneDrive.
• Working knowledge of Microsoft Entra ID, including user and group administration, multi-factor authentication and conditional access.
• Basic Azure administration skills, including familiarity with subscriptions, resource groups, virtual machines, storage and networking concepts.
• Experience supporting Windows devices, endpoint management and Microsoft Intune.
• Understanding of Microsoft security tools such as Microsoft Defender, Microsoft Purview, Microsoft Sentinel or Defender for Cloud.
• Ability to investigate common security issues, including phishing alerts, suspicious sign-ins, account compromise indicators and access-related risks.
• Strong understanding of identity security, least-privilege access, role-based access control and secure account handling.
• Ability to use approved AI tools safely for technical research, ticket summaries, customer responses and knowledge base drafting.
• Good written and verbal communication skills with the ability to explain technical information clearly to non-technical users is a must.
• Strong attention to detail when recording ticket notes, documenting configurations and preparing escalation information.
• Experience with a ticketing or service management platform such as FreshDesk, ConnectWise, ServiceNow or Jira Service Management.
• Basic PowerShell scripting or automation experience is desirable.
• Microsoft certifications such as MS-900, AZ-900, SC-900, MD-102 or equivalent practical experience are desirable.

What You’ll Get

• Salary paid in AUD and Remote work facilities
• Exposure to global projects and Australian customers
• Opportunity to work across Microsoft cloud, AI and automation technologies
• Supportive and collaborative environment