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, his 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.