IT Support Analyst – Microsoft 365 and SharePoint Specialist

About CEA

CEA is a premier distributor of globally respected capital equipment brands such as SANY, Atlas Copco, Ditch Witch, and Dynapac. Serving a diverse array of sectors including construction, rental, agriculture, government, infrastructure, defence, waste management, mining, civil works, utility maintenance, and recycling, CEA operates through 10 branches nationally. As a privately owned entity, the company prides itself on professional customer assistance delivered by expert staff, supported by a robust network of branches and dealers ensuring high standards in customer support. CEA is part of the CFC Group of Companies, advocating a culture of safety with the motto "Think Safe Act Safe."

Role Overview

We are seeking a hands-on IT Support Analyst with strong expertise in Microsoft 365 technologies including Teams, SharePoint Online, OneDrive, and Exchange Online. The role blends broad IT support responsibilities, user engagement, shared Service Desk activities, and Digital Workplace enhancements within a dynamic, construction equipment industry environment.

Key Responsibilities

• Deliver Level 1 and routine Level 2 support via a shared Service Desk queue.
• Diagnose and resolve incidents and service requests across a varied technological landscape.
• Maintain and enhance Microsoft 365 services including Teams, SharePoint Online, OneDrive, and Exchange Online.
• Administer and improve SharePoint Online platforms, intranet, document management, and productivity tools.
• Manage Microsoft 365 user access and service configurations adhering to established controls.
• Assist users with collaboration tools, applications, and workplace technology.
• Develop and update documentation and knowledge base articles to support user needs.
• Contribute to technology deployments, upgrade projects, and continuous improvement efforts.
• Identify recurring workplace technology issues and propose practical solutions to enhance the Digital Workplace experience.

Candidate Profile

The ideal candidate is a practical and people-oriented technology support professional with a talent for problem-solving and process improvement. They communicate complex issues clearly, maintain composure in high-pressure situations, and demonstrate reliable follow-through. Comfort with a shared support model and solid Microsoft 365 and SharePoint Online skills are essential.

Required Experience and Skills

• Between 2 to 4 years’ experience in IT support, service desk, desktop support, or digital workplace roles.
• Proficiency in providing Level 1 and routine Level 2 IT support.
• Hands-on experience supporting Microsoft 365 services including Teams, SharePoint Online, OneDrive, and Exchange Online.
• Advanced skills in SharePoint Online covering document management, permissions, user support, and intranet functions.
• Strong problem-solving and troubleshooting capabilities.
• Experience managing incident and service request workflows, including prioritisation and escalation.
• Proven ability to collaborate with various stakeholders, external vendors, and support teams.
• Excellent verbal and written communication skills with the ability to translate technical concepts for business users.
• Sound judgment regarding security, access control, change management, and company data confidentiality.

Other Requirements

• Permanent full-time position based at Horningsea Park Head Office.
• Willingness to travel occasionally to branches and other locations across the country, including interstate trips.
• Possession of a current driver's license is preferred.
• No formal degree is mandatory for the role.

Preferred Qualifications

• ITIL Foundation certification or commensurate practical experience in service management.
• Certifications in Microsoft 365, Desktop Support, or Service Desk disciplines.
• Experience working within distributed branch networks, industrial, dealership, equipment, retail, or operational business environments.
• Background in intranet content management, document management, technology adoption, or user training.
• Exposure to vendor management, third-party escalations, minor technology modifications, rollouts, or project assistance.

Benefits and Work Environment

• Competitive remuneration aligned with experience.
• Continuous training and opportunities for professional growth.
• Potential for career advancement throughout our expanding national presence.
• Contemporary facilities alongside a collaborative team culture.
• Participation in employee reward and recognition programs.
• Support services including Employee Assistance Program for employees and their households.
• Novated leasing options available.
• Access to employee discounts through partnerships with Maxxia and Samsung.
• Discounted health insurance through HBF.
• Long-term job stability working with a well-established, family-owned organization.