The role of the Level 2 Helpdesk Technician is to provide advanced technical support for end-users and resolve escalated IT issues. This role serves as a critical second line of defense in diagnosing and troubleshooting hardware, software, and network problems. The ideal candidate has strong analytical abilities, excellent communication skills, and experience working in a fast-paced support environment.
Responsibilities include:
- Handling tickets escalated from Level 1 support, supporting desktop and mobile environments, managing user accounts, and maintaining system performance.
- Supporting Windows, Office 365, Active Directory, and remote support tools.
- Collaborating with internal technical teams and escalating unresolved issues to Level 3 support with proper documentation.
- Performing remote software updates, configurations, network troubleshooting, and holding remote support sessions with customers.
- Coordinating internal and third-party engineering resources for onsite support as needed.
- Reviewing cases for onsite support necessity, maintaining detailed documentation, and creating knowledge articles.
- Generating monthly reports for customer meetings and highlighting potential sales opportunities to the commercial team.
- Delivering services aligned with the 'Customer Service Charter' and managing high-pressure tasks effectively.
- Supporting incident management processes in accordance with SLAs, including full incident lifecycle management.
- Assisting with other tasks as part of a growing team in Australia.
Core Behaviors, Attitudes & Attributes:
- Self-motivated, independent, assertive, and a team player.
- Use initiative, adaptable, emotionally intelligent, and capable of influencing stakeholders.
- Strong communication, negotiation, and problem-solving skills.
- Kind, caring, reliable, passionate, and willing to go the extra mile.
Education and Experience:
- Bachelor's degree in IT, electrical/mechanical/mechatronics/automatic engineering.
- Advanced IT systems knowledge, troubleshooting skills, and proficiency with Microsoft OS and Office 365.
- Good interpersonal skills, quick learner, and ability to work independently and in teams.
- Victorian Driving Licence, knowledge of RFID technology, and library background preferred.
Key Relationships:
- Reporting to Operations, working closely with Support and Project Managers.
- Liaising with third-party onsite technicians and passing business opportunities to Account Managers.
Physical Demands / Work Environment:
Ability to lift/carry 5-20 kg, push/pull equipment, with accommodations for disabilities as needed.
Seniority level- Entry level
- Full-time
- Information Technology
- Libraries