Service Desk Technician

4 weeks ago

Sunshine Coast Regional District, Australia Exclaim IT Full time

Overview

Looking for more than just another IT role? This is your chance to join an organisation where your technical expertise directly helps people and communities thrive. Based on the Sunshine Coast, you'll provide hands-on IT support in a supportive and values-driven environment. If you're motivated by solving problems, building strong relationships, and continuously developing your skills, this role offers both stability and purpose.

About the Role

As the Level 2 Service Desk Technician, you'll be the go-to person for resolving technical issues across a wide range of systems and platforms. You'll provide both onsite and remote Level 2 support, ensuring staff have the tools and technology they need to succeed. This role is varied, fast-paced, and rewarding, with responsibilities including:

  • Delivering quality customer service and Level 2 IT support.
  • Managing and resolving tickets within an ITIL-based service desk environment.
  • Supporting Microsoft 365, Exchange, Azure AD, and networking issues.
  • Assisting with virtual desktop environments and mobile device management.
  • Troubleshooting with a methodical approach to identify and resolve issues.
  • Supporting technology upgrades, training, and continuous improvement initiatives.

About You

You're a problem-solver with a passion for technology and people. You're organised, approachable, and take pride in delivering excellent customer service. Ideally, you bring:

  • 2–3 years' experience in customer service delivery with Level 2 IT support (onsite & remote).
  • Strong knowledge of Microsoft 365, Exchange, Azure AD, and network troubleshooting.
  • Experience with ITIL-based ticketing systems and virtual desktop environments.
  • Familiarity with Intune or similar MDM systems (desirable).
  • Excellent communication skills and professional phone manner.
  • A proactive, motivated approach and commitment to professional development.

Qualifications & Compliance

  • Certificate III in IT (minimum); Diploma in IT Networking highly regarded.
  • Valid driver's licence.

Bonus points if you have:

  • CompTIA or ITIL certifications.
  • CCNA, MCSA.
  • Experience supporting remote users and virtual desktops.
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