Level 2 Service Desk Technician

2 weeks ago

South Brisbane, Queensland, Australia Abano Healthcare Group Full time $90,000 - $120,000 per year

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 where we operate 1300Smiles, Maven Dental and Lumino the Dentists, we provide access to state-of-the-art equipment, robust learning opportunities, and mentorship programs.

Job Description

We are looking for a skilled and customer-focused Level 2 Service Desk Technician to join our IT support team in Perth. This role is responsible for handling more complex technical issues escalated from Level 1, providing second-line support to end-users, and helping to maintain IT systems and services.

You'll be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests.

Key Responsibilities:

Technical Support & Troubleshooting

  • 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.

Ticket Management

  • 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.

Systems & Tools Support

  • 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. There is a component of this role to spend time onsite at our Dental Practices in and around the Perth area.

Documentation & Process Improvement

  • Create and update technical documentation, procedures, and user guides.

  • Provide input on support process improvements and contribute to the knowledge base.

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 drivers licence.

Preferred:

  • Certifications such as CompTIA A+, ITIL Foundation, or Microsoft (MCP/MCSA).

  • Familiarity with endpoint management systems (e.g., SCCM, Intune) is a plus.

Soft Skills:

  • Excellent problem-solving and analytical skills.

  • Strong communication skills—both written and verbal.

  • A calm, customer-oriented approach with the ability to manage pressure and prioritize tasks.

Additional Information

This role would support our Perth clinics and would require a later start and ability to work up till 7pm in Brisbane.

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