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L1/2 IT Support Agent

4 weeks ago

Melbourne, Victoria, Australia Launch Recruitment Full time

Launch Recruitment are exclusively supporting an IT Consultancy, on the lookout for an experienced L2 Support Officer to join on a permanent, hybrid basis (approx 60% working from home, 40% on client site). The organisation offers multiple paths for progression, internal mobility, and the opportunity to work in an innovative environment where company values are upheld.

The ideal candidate will have experience assisting with Level 1 and Level 2 support requests, enhancing customer experience, contributing to process documentation, and supporting the establishment with ITIL-based service management practices.

Salary: $80,000 – $85,000 plus super

Responsibilities include (yet are not limited to):

  1. Responding to and resolving ICT support requests from end-users
  2. Troubleshooting hardware, software, and connectivity issues
  3. Escalating complex technical issues to Level 2/3 support teams when necessary
  4. Ensuring timely resolution of incidents in line with service level agreements (SLAs)
  5. Maintaining accurate records of incidents and service requests
  6. Assisting with onboarding and setup of new users, including device configuration and account setup
  7. Providing guidance and training to users to improve overall ICT proficiency
  8. Supporting users with system access, software installations, and basic troubleshooting
  9. Assisting in the creation and maintenance of ICT service desk procedures, knowledge base articles, and troubleshooting guides
  10. Supporting the establishment of ITIL-aligned service management processes, including incident, request, and problem management
  11. Contributing to the development of ITIL documentation, ensuring best practices are embedded into service desk operations

Skills & Experience Required:

  1. Minimum of 3 years experience in an L1/L2 IT Support role
  2. Comfortable in a Microsoft 365 E5 Suite environment with strong knowledge of all applications and features
  3. Proven experience in an ICT Service Desk role, supporting Level 1 and Level 2 requests
  4. Strong troubleshooting skills, with the ability to effectively communicate and escalate professionally
  5. Familiarity with ITIL frameworks, including incident, request, and problem management
  6. Ability to document ITIL-based processes clearly and contribute to knowledge management
  7. Microsoft certifications are beneficial
  8. Must have permanent residency or be an Australian Citizen

Please apply today for immediate consideration.

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