Level 2 Technical Support Specialist

5 days ago


East Perth, Western Australia Professional Search Group Full time
Job Title: Level 2 Support

Job Summary:

We are seeking a skilled and experienced Level 2 Support professional to join our team. As a key player in our IT help desk, you will be responsible for delivering efficient technical support to end-users and ensuring the smooth functioning of our IT systems.

Key Responsibilities:

  • Respond to escalated technical issues and resolve them promptly to minimize downtime and disruptions.
  • Provide hands-on support for hardware and software issues, including desktops, laptops, printers, and peripherals.
  • Troubleshoot network-related problems and assist with network configurations.
  • Assist in the setup, installation, and maintenance of IT equipment and systems.
  • Collaborate with cross-functional teams to identify and address underlying technical challenges.
  • Document all support activities, solutions, and best practices for knowledge sharing.
  • Ensure adherence to company policies and information security protocols.

Requirements:

  • Proven experience as a Level 2 Support professional or a similar technical support role within the IT industry.
  • Deep knowledge of IT systems, hardware, software, and network components.
  • Strong proficiency in diagnosing and resolving technical issues across various platforms and devices.
  • Experience using ticketing systems and remote support tools.
  • Excellent communication and interpersonal skills, with a customer-centric approach.
  • Exceptional problem-solving abilities and a proactive attitude.

Technical Skills:

  • Endpoint Management – Intune, NAble
  • Office 365 / Azure AD
  • ConnectWise (or equivalent)
  • Server Management inc. Active Directory User / Groups / DNS Management
  • VMware / Hyper-V experience
  • Veeam, Datto backup experience
  • Voice / IP Telephony / Broadsoft experience
  • Networking / Firewall experience Cisco, Meraki, Fortigate (desirable)
  • Cloud - Amazon AWS / Microsoft Azure (desirable)

What We Offer:

We offer on-the-job training and mentorship, online vendor training courses, and the chance to certify with organizations like Microsoft and Cisco. If you are a skilled and experienced Level 2 Support professional looking to progress into a Level 3 position, we encourage you to apply.



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