Desktop Support Analyst
Job Overview
Company Overview
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.
Visit www.superloop.com to learn more.
Business Unit Overview
The IT & Security team report through to our Operations unit which is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.
Our IT & Security team has the board responsibility for both securing the corporate network and the externally customer facing networks and portals.
Role Purpose
We are seeking an experienced Senior Desktop Support Engineer to join our IT team on an initial 6-month contract, with potential extension. This role provides backfill for our Desktop Experience Team Leader and will support corporate users across a multi-site environment. The role is responsible for delivering high-quality end-user support, managing modern workplace technologies, and driving operational excellence across both Windows and macOS platforms.
The successful candidate will have strong hands-on experience with endpoint management, Microsoft Intune, JAMF Pro, Microsoft 365, and desktop support in an enterprise environment. They will act as a senior escalation point for complex incidents and contribute to ongoing endpoint modernisation initiatives.
Key Responsibilities
End User Support: Provide Level 2 and Level 3 desktop support for Windows and macOS devices, including hardware, operating system, application, networking, and identity-related issues.
Act as an escalation point for the Service Desk for complex endpoint and user support matters.
Support office-based, remote, and mobile users across multiple locations.
Endpoint Management: Administer and support Microsoft Intune for device management, compliance, configuration policies, application deployment, and endpoint security.
Administer and support JAMF Pro for macOS device lifecycle management.
Maintain endpoint security baselines, device compliance standards, provisioning, enrolment, asset management, and lifecycle processes.
Microsoft 365 Administration: Support Microsoft 365 services including Entra ID, Exchange Online, Teams, OneDrive, and SharePoint Online.
Assist with user administration, licensing, access management, and troubleshooting.
Operational Excellence: Maintain accurate documentation, knowledge articles, and support procedures.
Identify opportunities for automation and process improvement, including support for device refreshes, operating system upgrades, and workplace technology initiatives.
Ensure incidents, service requests, and problems are managed in accordance with ITIL principles.
Security and Compliance: Support endpoint security controls, vulnerability remediation activities, and implementation of security standards and policies.
Work closely with Cyber Security and Infrastructure teams to address endpoint risks and compliance requirements.
Essential Skills and Experience
Strong experience supporting Windows 11, macOS, Microsoft 365, Microsoft Entra ID, Microsoft Intune, and endpoint deployment and management technologies.
Experience with JAMF Pro is desirable, particularly for macOS device lifecycle management.
Strong troubleshooting skills across desktop, application, authentication, networking, and device management issues.
Experience supporting enterprise collaboration platforms including Teams and SharePoint Online.
Familiarity with scripting and automation tools such as PowerShell.
Minimum 5 years’ experience in Desktop Support, Workplace Technology, or similar enterprise support roles.
Demonstrated experience operating in a medium to large enterprise environment.
Experience supporting both Microsoft and Apple ecosystems.
Proven ability to independently manage incidents, escalations, and technical investigations.
Desirable Skills
Microsoft certifications relating to Modern Workplace or Endpoint Management.
JAMF certification.
ITIL Foundation certification.
Experience in telecommunications, technology, or highly regulated environments.
Personal Attributes
Strong customer service and stakeholder management skills.
Able to communicate technical issues clearly to non-technical users.
Self-motivated and capable of working independently.
Strong attention to detail and documentation discipline.
Calm and methodical approach to incident resolution.
Continuous improvement mindset.
This role is ideal for a senior desktop support professional who enjoys a hands-on technical environment and can quickly integrate into a high-performing IT team.
On Offer
Free Home Broadband
Free Mobile SIM plan
Lunch on Wednesdays, snacks, donuts and more!
Diverse and inclusive culture
Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.
At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.