This role provides second line (Level 2) technical support, taking ownership of escalated incidents and complex service requests through to resolution for onsite and remote users
Job Summary
This role provides second line (Level 2) technical support, taking ownership of escalated incidents and complex service requests through to resolution for onsite and remote users.
The role requires strong diagnostic capability to isolate faults across end user computing, Microsoft 365, Active Directory, networking and business applications, and to escalate with clear technical evidence where specialist involvement is required.
Our Benefits inclusive of but not limited to: Financial Benefits – Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & More than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown.
Matching Summary
This role provides second line (Level 2) technical support, taking ownership of escalated incidents and complex service requests through to resolution for onsite and remote users.
Skills & Requirements
Must-have
Level 2 technical support
Microsoft 365 support
Active Directory troubleshooting
End user computing diagnostics
ITSM processes and service levels
Remote and deskside support
Nice-to-have
Continuous improvement contribution
Excellent customer experience focus
Award-winning WesTrac Institute training
Key Requirements
2–4 years’ experience in IT Service Desk or Desktop Support
Relevant IT qualification and/or certifications desirable
Proven experience delivering onsite and remote support
Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory, printers, VPN and business applications
Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, WiFi)
Experience using ITSM tools
Exposure to endpoint management, imaging and software deployment tools