Level 2 Service Desk Technician Onsite WA
Level 2 Service Desk Technician Onsite WA
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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. There is an onsite component to this role at our 10 locations in and around the Perth area.
Youll 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 skillsboth written and verbal.
A calm customer-oriented approach with the ability to manage pressure and prioritize tasks.
Remote Work :
No
Employment Type
Full Time
