IT Support Officer

About Pinnacle Hire

Pinnacle Hire is a national pump and generator hire company with approximately eight depots across Australia and around 120 staff. It is a fast-moving operational business where IT directly supports the field depots are running equipment hire operations and need reliable, responsive support to keep things moving.

The IT team is small and lean. You will work closely with the IT Manager and have real visibility across the whole environment.

Role Purpose

This is a hands-on, onsite IT support role based in Melbourne. The primary focus is keeping end users productive provisioning and managing devices, supporting onboarding and offboarding, and resolving day-to-day IT issues across the business.

Pinnacle Hire has high operational tempo with significant staff movement, each requiring a laptop, mobile, and full account setup. This role owns that process end to end.

You will also be the first point of contact for IT issues across Melbourne and provide remote support to other depots.

Key Responsibilities

Device Provisioning & Asset Management

•       Provision and configure laptops and mobile devices for new starters

•       Manage device returns, wipes, and redeployment for leavers

•       Maintain accurate asset register laptops, mobiles, peripherals

•       Coordinate device logistics across depots (courier, labelling, tracking)

•       Manage device enrolment and configuration via Microsoft Intune

User Onboarding & Offboarding

•       Create and configure user accounts across Microsoft 365, Entra ID, and business applications

•       Set up email, Teams, SharePoint access, and application licences for new starters

•       Execute leaver processes account disabling, licence removal, data retention

•       Maintain onboarding/offboarding checklists and ensure consistent execution

End-User Support

•       Provide L1/L2 support to Melbourne staff and remote depot users via Atera RMM

•       Troubleshoot hardware, software, connectivity, and Microsoft 365 issues

•       Manage printers, peripherals, and basic networking at the Melbourne office

•       Escalate complex issues to the IT Manager with clear diagnosis and steps already taken

Microsoft 365 Administration

•       Manage user accounts, licences, shared mailboxes, and distribution lists in M365 Admin and Entra ID

•       Handle password resets, MFA setup, and basic Conditional Access issues

•       Support Teams, SharePoint, and OneDrive for end users

•       Basic Exchange Online troubleshooting mail flow, spam, forwarding

General IT Operations

•       Maintain IT documentation and the knowledge base

•       Coordinate with vendors for warranty, hardware replacements, and software licensing

•       Support the IT Manager with project tasks and ad hoc infrastructure work as directed

Skills & Experience

Essential

•       2+ years in an IT support or helpdesk role

•       Solid Microsoft 365 administration: user accounts, licences, Exchange Online, Teams

•       Entra ID (Azure AD)  account management, groups, MFA

•       Microsoft Intune — device enrolment and basic policy management

•       Windows 10/11 endpoint support and troubleshooting

•       Experience with an RMM tool (NinjaOne, Atera, ConnectWise, or equivalent)

•       Organised and process-driven — able to run repetitive provisioning work accurately at volume

•       Clear written and verbal communication

Desirable

•       Experience in a multi-site or distributed business environment

•       Mobile device management (iOS/Android via Intune or similar)

•       Basic PowerShell for user administration tasks

•       Familiarity with ticketing systems and IT documentation tools

•       Microsoft certifications (MS-900, MD-102, or similar)

 What We're Looking For

The person who succeeds in this role is reliable, methodical, and takes ownership of their work. Onboarding users is not a one-off task it is a core part of the job, and it needs to be done accurately and consistently every time.

You do not need to be a senior engineer. You do need to be someone who follows a process properly, communicates clearly when something is wrong, and does not need to be reminded twice.

This is a good role for someone earlier in their career who wants real breadth, direct access to a senior IT leader, and exposure to a varied environment as they grow.

Why Pinnacle Hire

• Small IT team you will have visibility and ownership, not just a ticket queue

• Stable, established Australian business with national footprint

• Genuine opportunity to grow into broader IT responsibilities over time

• Melbourne-based with a supportive team environment