Technical Support Specialist II

Level 2 Onsite Support

Part of the $10 billion FTSE 100 RELX Group, LexisNexis® Risk Solutions is a globally recognized leader in data analytics and information services. We are a technology-driven organization with an international portfolio of industry-leading online brands and offices spanning from California and Singapore to Australia. Recognized among the world's top 100 "online superpowers," LexisNexis® Risk Solutions connects market-leading brands to millions of decision makers worldwide through a diverse portfolio of data services, online lead generation, community websites, magazines, and events.

LexisNexis® Risk Solutions is seeking a dynamic, hands-on Level 2 Onsite Support professional to join our Sydney (St Leonards) office. This role focuses primarily on supporting employees in Australia, while collaborating closely with colleagues across the Asia-Pacific region. You'll also work in partnership with Level 1 Service Desk teams and Level 3 specialists to deliver efficient, reliable IT support and stable operations.

This is a great opportunity for someone who thrives in a hands-on environment, enjoys learning, and wants to build deep expertise in enterprise support.

As a member of our global Infrastructure and Enterprise Services organisation (150+ professionals supporting 13,000+ employees globally), you will play a key role in ensuring the consistent delivery of high-quality IT support services.

APAC Level 2 Onsite Support Team are looking for someone who is:

• A strong communicator who values teamwork and customer service
• Independent, reliable, and accountable, with excellent attention to detail
• Highly organised and able to prioritise effectively
• Process-oriented while still flexible and pragmatic in finding solutions
• Proactive in problem-solving, with a hands-on approach to technical challenges

Responsibilities:

• Provide Level 2 onsite/deskside support (walk-ups + ticket queue), prioritising MacBooks and macOS, while supporting Windows where needed.
• Own device lifecycle activities: new hire provisioning, imaging/enrolment, swaps, repairs coordination, leaver recoveries, and stock control in line with process
• Support and administer endpoint management tooling:
• macOS: Jamf Pro policies/profiles/app deployments and troubleshooting
• Windows: Autopilot/Intune build and deployment support
• Troubleshoot productivity and collaboration tooling: Microsoft 365, Teams, Outlook, OneDrive/SharePoint
• Resolve identity and access issues: Azure AD / Entra ID, MFA, SSO, device compliance, access groups (including awareness of conditional access concepts)
• Support meeting rooms / AV (Teams Rooms and conferencing peripherals) and coordinate vendor escalation when needed
• Maintain high-quality ticket updates and documentation in ServiceNow
• Identify recurring issues, propose practical fixes, and contribute to knowledge articles / standard work

Requirement:

• Strong experience supporting macOS / MacBooks in a managed enterprise environment
• Experience using Jamf Pro (or similar Apple device management) to support deployments, configuration, and troubleshooting
• Experience supporting Windows endpoints in an enterprise environment, including Autopilot/Intune build & deployment
• Working knowledge of Azure AD / Entra ID (identity/access troubleshooting, MFA/SSO basics, group access concepts)
• Strong customer-facing communication and an ownership mindset — proactive updates and end-to-end accountability
• Practical hardware/peripheral troubleshooting (docks, monitors, mobile devices, etc.)
• Comfortable working onsite in a busy office environment

Nice-to-have:

• Exposure to Ubuntu Linux (basic troubleshooting / command line familiarity)
• Basic networking fundamentals (Wi-Fi, DNS, VPN troubleshooting)
• Endpoint security / compliance exposure (e.g., Defender, encryption, device compliance workflows)