Second Level Support Officer

INSPIRED

BY LIFESTYLE.

DRIVEN

BY OPPORTUNITY.

Vacancy Number

2458

Position Title

Second Level Support Officer

Employment Status

Full Time Fixed Term (until September 2027)

Department

Business Services

Location

Bundall Precinct

Award Classification

Stream A - Level 5

Salary

$94,439 - $98,355 per annum (excluding super)

Hours

36.00, 9-day fortnight

About the team

We're entering a new chapter for Chief Technology Office at the City of Gold Coast as we deliver bold, future-focussed solutions. With the launch of our IT Operating model as well as bringing critical IT services in-house, we are transforming the way we deliver technology services, making them faster, more responsive and more aligned with the needs of our organisation and customers.

As part of this transformation, we're hiring multiple new positions. These roles are key to shaping a vibrant and forward thinking Chief Technology Office, one that adds real value, delivers better outcomes, and works in smarter more agile ways.

If you are equally excited about innovation, transformation and making a meaningful impact, now is the perfect time to join us

About your new role

This is an exciting opportunity to contribute to the smooth running of IT operations and provide expert support to our users. As a Second Level Support Officer, you will be responsible for managing escalated issues from Level 1 support and working across a wide range of technical areas, including software, hardware, and network problems.

Your role will involve diagnosing and resolving technical issues, supporting users directly, and helping improve our internal systems to enhance efficiency and performance.

For more information, view the position brief by

We're looking for people who have:

We are looking for someone with a broad technical skill set and a proven ability to solve complex IT issues. You will have a strong understanding of IT systems, excellent problem-solving skills, and the ability to clearly communicate with users at all levels. You will be a reliable and proactive team member who can handle escalations effectively, ensuring high levels of customer satisfaction.

Our ideal candidate will have:

• Experience in second-line technical support or a similar role, with a solid understanding of troubleshooting complex IT issues.
• Strong knowledge of software, hardware, networking, and systems administration.
• Excellent diagnostic and problem-solving skills, with the ability to analyse logs and identify the root cause of issues.
• Clear and effective communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
• Familiarity with ITIL frameworks and best practices.
• A proven ability to manage multiple tasks, prioritise effectively, and deliver solutions within agreed timeframes.
• A proactive approach to learning and keeping up to date with new technologies.
• Experience working in a local government or similar environment an advantage.
• Availability to work on-call outside of normal working hours, when required.

Be part of shaping the Gold Coast's future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.

We care about being the most flexible government organisation in Australia and we have a range of benefits to help you create the right balance:

• 9-day fortnight
• Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
• Personal and professional development courses
• Access to 350+ fitness facilities through Fitness Passport
• 4 free confidential counselling sessions a year for you or an immediate family member
• 1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community. We're committed to creating a diverse workplace and inclusive culture.

How to apply

Upload your Resume with a Cover Letter (of no more than 2 pages) outlining how your skills, experience and personal attributes would allow you to achieve success in this role.

Documents needs to be less than 2MB in size and PDF format is preferred. If you encounter technical issues when applying, please email

Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.

Contact Person

Carly Barnes

Contact Email

Closing Date

Sunday 30th November 2025

Please note applications for all of our vacancies close at 10.00pm on the listed closing date.

The City of Gold Coast is an equal opportunity employer dedicated to promoting an inclusive and diverse workplace. We are committed to supporting an environment where all employees, regardless of their differences or similarities, feel valued, respected and supported. Aboriginal and Torres Strait Islander persons are encouraged to apply.