IT Support Officer

Defy IT
Brisbane, QLD

About Defy IT

Defy IT is a security-first managed IT services provider supporting professional, medical, legal, accounting, hospitality and growing SME clients across Brisbane and South East Queensland.

We are a small, high-performing technical team that cares about doing IT properly. Our clients rely on us to keep their systems secure, reliable and productive, and we take that responsibility seriously.

We are looking for an IT Support Officer who is practical, professional, curious and ready to build a strong career in managed IT services.

About the Role

This is a hands-on support role working across helpdesk, remote support, onsite support, Microsoft 365, desktop troubleshooting, basic networking, user administration, device setup and general client IT support.

You will be helping business users solve real problems, keeping systems running smoothly, and escalating more complex issues to senior technicians where needed.

The right person will be calm, organised and willing to learn. You do not need to know everything, but you do need to care about getting things right.

Key Responsibilities

Your responsibilities will include:

• Providing remote and onsite IT support to business clients

• Responding to support tickets, phone calls and client requests

• Troubleshooting Windows desktops, laptops, printers, email, internet and line-of-business applications

• Supporting Microsoft 365, including Outlook, Teams, OneDrive, SharePoint and Exchange Online

• Creating, modifying and disabling user accounts

• Assisting with password resets, MFA setup and basic access issues

• Setting up new computers, user profiles, applications and peripherals

• Assisting with endpoint security, antivirus alerts and device compliance

• Supporting basic network issues including Wi-Fi, internet connectivity and printers

• Documenting work completed, changes made and client environment details

• Escalating more complex issues to senior technicians with clear notes

• Assisting with client onboarding, device rollouts and small projects

• Helping maintain a professional and reassuring client experience

About You

You are someone who enjoys helping people and solving problems.

You understand that IT support is not just about technical knowledge. It is also about communication, patience, ownership and trust. You can explain things clearly to non-technical people and you are willing to ask questions when you need help.

You will be a good fit if you are:

• Reliable, organised and professional

• Calm when dealing with frustrated users

• Genuinely interested in IT, cyber security and business technology

• Willing to learn from senior technicians

• Comfortable working with clients directly

• Good at documenting what you have done

• Able to follow processes while still thinking for yourself

• Interested in growing into a stronger technical role over time

Required Skills and Experience

The ideal candidate will have experience with, or a strong understanding of:

• Windows 10 and Windows 11

• Microsoft 365, Outlook, Teams and OneDrive

• Basic networking concepts such as IP addresses, Wi-Fi, DNS and internet connectivity

• Desktop, laptop and printer troubleshooting

• User account administration

• Remote support tools

• Ticketing systems or helpdesk processes

• Customer service in a professional environment

• Minimum of 5 years of proven experience in IT support or a similar role

• Minimum Diploma of Information Technology in any IT discipline

• Intermediate Microsoft 365 administration experience with configuration capabilities

Highly Regarded

Experience with any of the following will be highly regarded:

• MSP or IT helpdesk experience

• Microsoft 365 administration

• Exchange Online

• SharePoint and OneDrive troubleshooting

• Intune or endpoint management

• Active Directory

• UniFi networks

• Business-grade antivirus or endpoint protection

• Backup monitoring

• VoIP phone systems

• Medical, legal, accounting or professional services clients

What We Offer

• A practical, hands-on IT support role

• Exposure to a wide range of business technologies

• Mentoring from senior technicians

• Opportunities to grow into systems, networking or cyber security work

• A small team environment where your contribution matters

• Real client contact and meaningful problem-solving

• A security-first MSP environment

• A business that values quality, ownership and professionalism

Why Join Defy IT?

Defy IT is not trying to be the biggest IT company in Brisbane. We are trying to be one of the best.

We work with businesses that take technology seriously, and we are building a team that takes pride in clean, secure and reliable IT support.

This role is a good fit for someone who wants more than repetitive helpdesk work. You will learn, contribute, be challenged and have the opportunity to grow with the business.

How to Apply

Please submit your resume and a short cover letter outlining your IT experience, customer service experience and why you want to work in a managed IT services environment.

We are looking for someone with the right attitude, clear communication and a genuine interest in building a career in IT support.