Job Description

Do you enjoy solving real business problems, supporting modern Microsoft environments, and working across multiple sites and systems? If so, this could be the opportunity you have been looking for.

VDI (Vehicle Dealers International) Australia is a proudly Australian, family-owned business and the national distributor of Yutong buses and coaches. Yutong is the world’s largest bus manufacturer, including the global leader in battery electric city buses. With a national footprint and a growing technology landscape, we continue to invest in scalable, well governed IT systems to support our operations.

Due to continued growth, we are seeking an experienced and motivated IT Support Level 2 professional to join our IT team, based at our Brisbane Office, providing national support across multiple sites.

The Role

Reporting to the IT Manager, this role is responsible for delivering Tier 1 and Tier 2 technical support across VDI’s national operations, supporting end users, systems, devices, and core IT infrastructure.

This role operates at the intersection of service delivery, governance, and technical troubleshooting. Based at our Brisbane Office, you will support approximately 160 users across multiple sites while contributing to national IT initiatives and system uplift activities.

This is an excellent opportunity for an IT professional who enjoys solving real business problems, working across modern Microsoft environments, and building capability in a growing, multi-site organisation.

Key Duties & Responsibilities

End-User Support

• Provide Tier 1 and Tier 2 technical support via ServiceDesk Plus
• Diagnose and resolve hardware, software, and connectivity issues in a timely manner
• Manage support requests remotely and on-site as required
• Escalate complex issues with clear documentation of troubleshooting steps

Identity and Device Management

• Provision and manage user accounts and devices via Microsoft Entra ID and Microsoft Intune
• Manage onboarding and offboarding processes in line with SOPs
• Administer device enrolment via Autopilot and Samsung Knox Mobile Enrolment (KME)
• Maintain Conditional Access and device compliance standards

Telephony Support

• Support and administer the 3CX PBX phone system across national sites
• Troubleshoot call queues, agent registration, and SIP connectivity
• Assist with national telephony consolidation activities

Microsoft 365 and Collaboration Platforms

• Administer Microsoft 365 services including Exchange Online, SharePoint, Teams, and OneDrive
• Support users with collaboration and access requirements
• Assist with the development of the national SharePoint portal

Network and Infrastructure

• Support the UniFi network environment across national sites
• Assist with network changes and infrastructure uplift activities
• Monitor WAN connectivity and respond to outages

Asset and Documentation Management

• Maintain the IT asset register across the hardware lifecycle
• Develop and maintain SOPs, knowledge base articles, and technical documentation
• Support standardisation of asset lifecycle management

Project Support

• Contribute to IT projects including Essential Eight uplift and infrastructure integration
• Support Microsoft 365 improvements and system optimisation initiatives
• Assist the IT Manager with testing, rollout, and documentation

Skills, Experience & Attributes

Required

• Minimum 2 years’ experience in an IT Support Level 2 or equivalent role
• Demonstrated experience across Microsoft 365 (Exchange Online, Entra ID, Intune, SharePoint, Teams)
• Experience managing devices via Intune and Autopilot
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, WAN)
• Experience working within a ticketing system (ServiceDesk Plus or similar)
• Strong troubleshooting capability with a structured, methodical approach
• Ability to communicate technical concepts clearly to non-technical users
• Ability to work independently and manage competing priorities

Desirable

• Experience with UniFi networking products
• Exposure to 3CX or similar IP telephony systems
• Experience with Samsung Knox or similar MDM platforms
• Understanding of Essential Eight or cybersecurity frameworks
• Microsoft certifications or equivalent practical experience
• Experience in multi-site environments with remote users
• A genuine interest in technology beyond the day job - someone who tinkers, self-teaches, and stays curious about how things work

What We Offer

• Competitive remuneration package
• A modern, well-invested technology environment - UniFi networking, Microsoft 365, Intune, Cloudflare Zero Trust, 3CX telephony, and more across five national sites
• Work directly alongside the IT Manager with visibility across the full IT environment - no silos, no helpdesk queues handed off to someone else
• Ongoing training and career development
• A supportive and collaborative team environment

Why Join VDI Australia

At VDI Australia, we invest in your growth. Comprehensive in-house training is provided to support your development across systems, infrastructure, and emerging technologies.

We are DRIVEN by our company values: Dedication, Responsibility, Innovation, Value, Excellence and Nurture. These values shape how we support our people, our customers, and the communities we operate in.

This is an opportunity to join a growing national organisation where IT plays a critical role in enabling business performance and operational excellence. If you enjoy solving problems, improving systems, and contributing to meaningful outcomes, we would like to hear from you.

VDI Australia is an equal opportunity employer that supports diversity and inclusion across all our workplaces.

Visit our website: www.vdiaustralia.com.au