Service Desk Technician

2 weeks ago

Sunshine Coast Regional District, Australia TrooCoo Full time
Overview

We are seeking an experienced and customer-focused Service Desk Technician - Level 2 to support our team by ensuring high-quality, timely IT support and resolution of technical issues that cannot be resolved at Tier 1.

Based at the Sunshine Coast, this role is ideal for a motivated individual who enjoys problem-solving, working collaboratively, and maintaining strong customer relationships, while contributing to operational excellence across the organisation.

Working both autonomously and as part of a broader technology team, the successful candidate will provide advanced support across a wide range of hardware, software, networking, and cloud-based systems.

Key Responsibilities will include:

  • Provide Level 2 technical support for end users both onsite and remotely.
  • Resolve complex issues related to hardware, software, networking, mobile device management, and cloud platforms.
  • Manage support requests escalated from Tier 1 through a ticketing system aligned with ITIL practices.
  • Diagnose and resolve internal and external network issues.
  • Monitor systems and services to ensure ongoing reliability and performance.
  • Assist in the implementation of technical solutions and changes to infrastructure.
  • Support virtual desktop environments and related backend systems.

Skills and Qualifications we are seeking include:

  • Demonstrated experience in a customer-focused IT support role
  • Demonstrated experience in Level 2 IT support.
  • Practical knowledge of ITIL service management processes and ticketing systems.
  • Proven problem-solving skills with the ability to assess issues, identify solutions, and implement them effectively.
  • Knowledge of Microsoft 365, Exchange, Azure AD, and network troubleshooting.
  • Familiarity with MDM platforms such as Microsoft Intune.
  • Proficient with remote support tools and virtual desktop environments.
  • Excellent phone and email communication etiquette.
  • Strong organisational skills and a proactive approach to learning and development.
  • Certificate III in Information Technology or a related field (minimum).
  • Diploma in IT Networking or similar qualifications are highly regarded.
  • Industry certifications such as CCNA, MCSA, or ITIL (preferred).
  • Current valid driver's licence.
  • Australian Permanent Residency or Citizenship is required.
  • Willing to undergo and maintain relevant worker screening checks and hold a Positive Notice Card.

If you\'re a motivated IT professional who enjoys providing exceptional support, we\'d love to hear from you. Apply online to be considered further.


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