Service Desk Technician

5 days ago

Brisbane, Queensland, Australia Troocoo Full time

Overview
We are seeking an experienced and customer-focused Service Desk Technician - Level 2 to support our team by ensuring high-quality, timely IT support and resolution of technical issues that cannot be resolved at Tier 1.
Based at the Sunshine Coast, this role is ideal for a motivated individual who enjoys problem-solving, working collaboratively, and maintaining strong customer relationships, while contributing to operational excellence across the organisation.
Working both autonomously and as part of a broader technology team, the successful candidate will provide advanced support across a wide range of hardware, software, networking, and cloud-based systems.
Key Responsibilities will include:
Provide Level 2 technical support for end users both onsite and remotely.
Resolve complex issues related to hardware, software, networking, mobile device management, and cloud platforms.
Manage support requests escalated from Tier 1 through a ticketing system aligned with ITIL practices.
Diagnose and resolve internal and external network issues.
Monitor systems and services to ensure ongoing reliability and performance.
Assist in the implementation of technical solutions and changes to infrastructure.
Support virtual desktop environments and related backend systems.
Skills and Qualifications we are seeking include:
Demonstrated experience in a customer-focused IT support role
Demonstrated experience in Level 2 IT support.
Practical knowledge of ITIL service management processes and ticketing systems.
Proven problem-solving skills with the ability to assess issues, identify solutions, and implement them effectively.
Knowledge of Microsoft 365, Exchange, Azure AD, and network troubleshooting.
Familiarity with MDM platforms such as Microsoft Intune.
Proficient with remote support tools and virtual desktop environments.
Excellent phone and email communication etiquette.
Strong organisational skills and a proactive approach to learning and development.
Certificate III in Information Technology or a related field (minimum).
Diploma in IT Networking or similar qualifications are highly regarded.
Industry certifications such as CCNA, MCSA, or ITIL (preferred).
Current valid driver's licence.
Australian Permanent Residency or Citizenship is required.
Willing to undergo and maintain relevant worker screening checks and hold a Positive Notice Card.
If you\'re a motivated IT professional who enjoys providing exceptional support, we\'d love to hear from you. Apply online to be considered further.
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