IT Operations and Infrastructure Coordinator

Position Overview:

The IT Support and MSP Coordinator owns the day to day running of IT across Focus Partners Australia and Escala. The role keeps technology working smoothly for staff, manages the flow of work to and from our managed service provider (MSP), and takes ownership of the everyday operational issues that would otherwise sit with the Head of Technology and Data.

This is a hands on, practical role for someone who enjoys solving problems, staying on top of a busy queue and being the person staff trust when something is not working. It spans support, devices, telephony, meeting room technology, network coordination, onboarding and process improvement across all offices. It suits someone who can bring structure and consistency to how we deliver IT support, while lifting the overall standard of service across both firms.

Employment Type: Fixed Term Contract - 12 months

Key Responsibilities:

MSP coordination and ticket management

Own the day-to-day relationship with our MSP, including triaging, assigning, following up and escalating support tickets through to resolution

Analyse ticket volumes and trends to identify recurring issues and root causes (for example repeat patching, device or network faults) and drive permanent fixes rather than repeat call outs

Hold the MSP to agreed service levels, chase overdue or stalled requests, and escalate recurring problems or vendor risk to the Head of Technology and Data

End user support

Act as the first point of contact for staff technology issues across both firms, resolving what you can directly and coordinating the rest through the MSP

Support senior leaders and staff with priority issues quickly and professionally, recognising the business impact when key people are affected

Telephony

Manage 3CX phone system issues, including faults, call quality, new user setup and coordination with the telephony provider

Own the phone system onboarding process so new starters have their line and handset ready from day one

Device and asset management

Manage the full device lifecycle across all offices: procurement, configuration, distribution, repairs, warranty claims, returns and secure decommissioning

Coordinate new starter and departing staff device provisioning, making sure senior and time critical setups are tested end to end under the user's own login before day one

Onboarding, offboarding and access

Own the IT onboarding and offboarding process, including the systems and access checklist for new starters across each business line

Coordinate access requests, permissions and licence changes, and make sure departing staff are offboarded securely

Software rollout and licensing

Coordinate the rollout of new software and updates, including user communications, scheduling and post rollout support

Manage licence assignments and changes (including Microsoft 365 and Copilot), monitor usage, and reclaim licences that are not being used

Meeting room and AV support

Own boardroom and meeting room technology, including audio, video, screens and conferencing equipment, so meetings run without disruption

Diagnose and resolve AV issues (for example speaker, microphone and call quality problems), coordinating specialist AV vendors where needed

Network coordination and multi-site uplift

Work with the MSP to oversee the network uplift across all sites, including standardised firewalls, switching, wireless access points and internet connectivity

Coordinate site assessments, cabling, hardware refresh, server rack tidy up and bandwidth upgrades, travelling to offices as required

End user training and enablement

Deliver practical end user training and quick reference guidance to lift staff confidence with everyday tools

Build simple how-to material and support adoption of Microsoft 365, Copilot and other core applications

Process and continuous improvement

Define and document repeatable technology processes so support is consistent and structured rather than reactive

Identify and drive operational improvements that reduce manual effort, recurring issues and ticket volumes

Cloud, identity and security administration

Support endpoint and device compliance, patching and security baselines

Coordinate and help administer Azure resources with the MSP and SI partners, including resource groups, RBAC, Key Vault and service accounts, with correctly scoped least privilege access

Support the day-to-day administration of Microsoft Purview, DLP and the wider security stack, working with the MSP on remediation and monitoring

Support Power Platform tenant settings, licensing and environments, supporting Dataverse and Power Automate governance

Qualifications and Experience:

Minimum 4 to 5 years in an IT systems administration, cloud administration or senior IT support role, ideally in financial or professional services

Demonstrable hands on experience administering Microsoft 365 and Microsoft Entra ID (identity, conditional access, security groups)

Working knowledge of Microsoft Azure administration: subscriptions, resource groups, RBAC, Key Vault and app registrations. This is essential, not desirable

Experience administering or coordinating endpoint management and security tooling (for example Defender, Purview, EDR/ITDR)

Exposure to network infrastructure and next generation firewalls and experience coordinating multi-site rollouts

Familiarity with Power Platform administration (Dataverse, Power Automate, custom connectors and DLP) is well regarded

Understanding of a modern data and reporting ecosystem (Power BI, and awareness of Snowflake or Microsoft Fabric) is an advantage

Relevant certifications strongly preferred, for example Microsoft SC-300, AZ-104, AZ-500 or MS-102

Skills and Attributes:

Strong communication and stakeholder management skills

Ability to manage conflicting priorities with a variety of stakeholders across multiple business lines

Genuine technical depth, able to sit across the MSP and specialist partners and hold them to account rather than simply passing work through

Comfortable owning tenant and cloud administration independently, knowing when something is truly a build task for a vendor

About Focus Partners Australia  

Focus Partners Australia is part of Focus Financial Partners, a leading financial services firm based in the United States, comprised of wealth management, family office, and business management services. Focus Partners Australia offers integrated capabilities in investment and portfolio management, accounting, lending, insurance and related services from its offices in Sydney, Melbourne, Brisbane and the Gold Coast. Guided by a client-first ethos, we leverage the global expertise, platforms and capital strength of Focus Financial Partners to deliver holistic, fiduciary guidance across strategic planning, portfolio management, insurance, credit and tax. By fusing local insight with world-class resources, Focus Partners Australia helps its clients protect, grow, and transition their wealth at every life stage. Discover more about Focus Partners Australia at  focuspa.com.au/ or LinkedIn .