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. You'll 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.
