Level 2 Technical Support Professional

1 week ago

Melbourne, Victoria, Australia beBeeTechnical Full time $75,000 - $85,000

Job Description

We are seeking a skilled Technical Support Specialist to join our team. In this role, you will be responsible for providing level 2 support and escalation for day-to-day incidents and requests.

Your Key Responsibilities:

  • Troubleshoot and resolve issues across Windows OS, Microsoft 365, AVD, Active Directory/Entra ID, Defender, and basic network connectivity
  • Manage incident queues efficiently, prioritise based on impact and urgency, and ensure timely updates and resolutions in line with service level agreements and ITIL practices
  • Handle escalated requests including software installs, configuration, access troubleshooting, and application support, ensuring a seamless customer experience
  • Maintain accurate records of incidents, fixes, and changes in the knowledge base and create clear guides and standard operating procedures to enable faster resolution by the wider team

About You:

  • Proven experience in a level 2-3 service desk within a managed service provider (MSP)
  • Strong technical capability across Microsoft 365 administration, Windows OS endpoint support, and networking knowledge
  • Analytical troubleshooting skills, customer-focused communication, and ITIL-aligned practices
  • Certifications in Microsoft (MS-100, MS-101, AZ-900), CompTIA Network+, or ITIL Foundation are desirable

What We Offer:

  • Flexible hybrid arrangement promoting work-life balance
  • Professional development and training opportunities, including guaranteed learning pathways
  • Career growth in a supportive and inclusive environment
  • Team building and social activities, including regular team events and monthly lunches
  • Wellbeing and volunteer leave to recharge or support a cause you're passionate about

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