Job Description

Thinktank is one of Australia’s largest and fastest‑growing residential and commercial property non‑bank lenders. We’re known for doing things differently — putting People First,
Always, working as one team, and doing what’s right.

We’re looking for a Technology Support Analyst to act as the internal escalation point and technical authority for IT support services delivered via our Managed Service Provider
(MSP).

The Role

Reporting to the Head of Cyber Security, you’ll ensure the quality, stability and security of
Thinktank’s end‑user technology environment. You’ll oversee MSP performance,
resolve complex technical issues, govern identity and endpoint environments,
and work closely with Cyber Security, Infrastructure and business stakeholders
to continuously improve service delivery.

This is a hands‑on role for someone who enjoys ownership, problem‑solving and constructively challenging vendors to get the best outcomes.

Key Responsibilities

• Act as the escalation point for complex IT support issues
• Monitor MSP performance, ticket quality and SLA adherence
• Govern identity and access across Okta, AD and Entra ID
• Ensure endpoint configurations meet security and compliance standards
• Analyse recurring incidents and drive root‑cause fixes
• Partner with Cyber Security and internal teams to reduce risk and improve stability

About You

• Proven experience in Level 2 IT Support within an MSP or hybrid environment
• Strong knowledge of Microsoft 365 and Entra ID
• Experience with Okta or similar identity platforms
• Confident managing vendors and escalation processes
• Strong troubleshooting, communication and stakeholder skills

Why You’ll Love This Role – 6 Selling Points

1. Be the escalation authority
   Own complex issues and make a visible impact on service quality and stability.
2. Work at the security–tech intersection
   Partner closely with Cyber Security to strengthen identity, access and endpoint governance.
3. Influence without people management
   Challenge MSPs, shape outcomes and drive improvement — without direct reports.
4. Fix root causes, not just tickets
   Focus on long‑term service improvements, not repetitive firefighting.
5. Hybrid work + real flexibility
   Balance and wellbeing supported through hybrid working, Flex Leave and a Work Well allowance
6. Values‑led culture
   No egos or red tape — just smart people working as one and doing what’s right.