Helpdesk- Level 2

Location: Sydney CBD
Discipline: Workforce Solutions
Job type: Full Time
Salary: $Negotiable
Contact name: Sinead Dooley

Contact email:
Job ref: BBBH8852_1695892776
Published: 2 months ago
Startdate: ASAP

Level 2 Helpdesk:

Please Note: Only Australian Citizens or Permanent Residents of Australia will be considered for this position.

  • Opportunity to work in a fast-developing and highly talented IT team
  • A culture that is growth and development oriented, with specialized career path options

About the Company

Are you prepared to elevate your career by joining a renowned Managed and Professional Service Provider located in Sydney? With a solid 30-year track record, this company has consistently delivered exceptional business solutions.

About the Role

Your responsibilities will encompass Level 1 & 2 interactions with managed services clients, encompassing tasks like diagnosing and resolving issues related to account modifications, password resets, and various desktop devices, ranging from stationary workstations to laptops and tablets. Your close collaboration with clients will be instrumental in providing exceptional support and ensuring the optimal performance of their systems.

This opportunity is uniquely suited for a budding IT professional who possesses an aptitude for automation and seeks to advance their career in diverse areas, including devops, automation, and cyber security.

Key Responsibilities

  • Work collaboratively to provide first and limited second level IT support to clients and stakeholders.
  • Provide second-level technical support to end-users and clients via phone, email, or remote assistance.
  • Liaise with clients and other departments to provide technical support, resolve issues, and ensure client satisfaction.
  • Escalate unresolved issues to Level 3 support or appropriate teams while ensuring timely resolution.
  • Utilize ITSM tool to log and escalate issues, and coordinate with team members to provide effective Installing and configuring software and hardware to keep clients up-to-date with the latest technologies.
  • Log, manage and process Incidents and emails in job queues through ServiceNow.
  • Assist in maintaining and monitoring IT infrastructure, including servers, workstations, and network devices.
  • Contribute to the development and maintenance of knowledge base articlesParticipate in ongoing training
  • Profesional development to stay current with technology trends.

Skills and Experience

  • Service Desk/IT Support experience to a broad range of clients and environments
  • Proficiency in Modern Workplace technologies, including: Active Directory, Citrix, MS Azure, Powershell
  • Troubleshooting and support experience across Windows OS, Exchange, and the Microsoft Office Suite
  • Sound knowledge of networking concepts and ability to support a range of solutions, such as: interfaces, firewalls, and routing & switching
  • High level troubleshooting and problem-solving skills
  • Superior customer service, time management, and people skills

Benefits and Culture

  • Flexible working environment
  • Grow your career in network, network security, or devops
  • Tangible and actionable career progression (2-year development path)
  • Ability to achieve top industry certification

How to Apply

Click APPLY NOW or email Sinead: