Level 2 Service Desk Technician Onsite WA

3 weeks ago

Perth, Western Australia Abano Healthcare Group Full time
Level 2 Service Desk Technician Onsite WA

At Abano Healthcare, we're dedicated to fostering a supportive and innovative environment for our clinicians. As the largest dental support organisation in Australia and New Zealand, we operate 1300Smiles, Maven Dental and Lumino the Dentists. We provide access to state-of-the-art equipment, robust learning opportunities, and mentorship programs.

We are looking for a skilled and customer-focused Level 2 Service Desk Technician to join our IT support team in Perth. This role handles more complex technical issues escalated from Level 1, provides second-line support to end-users, and helps maintain IT systems and services. There is an onsite component at our locations in and around the Perth area. You'll be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests.

Responsibilities
  • Provide second-level support for desktop, laptop, mobile, and peripheral issues.
  • Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers, and network connectivity.
  • Handle Active Directory tasks including user account creation, password resets, and group permissions.
  • Manage and resolve escalated tickets from Level 1 within SLA guidelines.
  • Accurately document all actions and communications in the ITSM tool (Freshservice).
  • Escalate complex issues to Level 3 support teams when necessary, ensuring proper handover and follow-up.
  • Support user access to corporate applications, VPN, email systems, and collaboration tools.
  • Maintain knowledge of standard operating environments and software configurations.
  • Assist in deploying new hardware and software rollouts, patches, and upgrades. Some time onsite at dental practices in the Perth area may be required.
Qualifications

Key Skills & Qualifications:

Required:

  • 3+ years' experience in an IT support or service desk role.
  • Strong knowledge of Windows 10/11, macOS, Office 365, and basic networking.
  • Experience with Active Directory, remote support tools, and ticketing systems.
  • Solid understanding of ITIL or other service management frameworks.
  • Current driver\'s licence.

Preferred:

  • Certifications such as CompTIA A+, ITIL Foundation, or Microsoft (MCP/MCSA).
  • Familiarity with endpoint management systems (e.g., SCCM, Intune).

Soft Skills:

  • Excellent problem-solving and analytical skills.
  • Strong written and verbal communication skills.
  • A calm, customer-oriented approach with the ability to manage pressure and prioritize tasks.
Seniority level
  • Not Applicable
Employment type
  • Full-time
Job function
  • Health Care Provider
Industries
  • Hospitals and Health Care
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