Second Level Support Officer

We're entering a new chapter for Chief Technology Office at the City of Gold Coast as we deliver bold, future‑focused solutions. With the launch of our IT Operating model and by bringing critical IT services in-house, we are transforming the way we deliver technology services, making them faster, more responsive and more aligned with the needs of our organisation and customers. As part of this transformation, we're hiring multiple new positions. These roles are key to shaping a vibrant and forward‑thinking Chief Technology Office, one that adds real value, delivers better outcomes, and works in smarter, more agile ways. If you are equally excited about innovation, transformation and making a meaningful impact, now is the perfect time to join us. About your new role This is an exciting opportunity to contribute to the smooth running of IT operations and provide expert support to our users. As a Second Level Support Officer, you will be responsible for managing escalated issues from Level 1 support and working across a wide range of technical areas, including software, hardware, and network problems. Your role will involve diagnosing and resolving technical issues, supporting users directly, and helping improve our internal systems to enhance efficiency and performance. For more information about the role and responsibilities, please view the position brief in the vacancy on our job board. To access this document, click the paperclip icon in the top right corner of the vacancy screen. We're looking for people who have: We are looking for someone with a broad technical skill set and a proven ability to solve complex IT issues. You will have a strong understanding of IT systems, excellent problem‑solving skills, and the ability to clearly communicate with users at all levels. You will be a reliable and proactive team member who can handle escalations effectively, ensuring high levels of customer satisfaction. Our ideal candidate will have: Experience in second‑line technical support or a similar role, with a solid understanding of troubleshooting complex IT issues. Strong knowledge of software, hardware, networking, and systems administration. Excellent diagnostic and problem‑solving skills, with the ability to analyse logs and identify the root cause of issues. Clear and effective communication skills, both written and verbal, with the ability to explain technical issues to non‑technical users. Familiarity with ITIL frameworks and best practices. A proven ability to manage multiple tasks, prioritise effectively, and deliver solutions within agreed timeframes. A proactive approach to learning and keeping up to date with new technologies. Experience working in a local government or similar environment an advantage. Availability to work on‑call outside of normal working hours, when required. Be part of shaping the Gold Coast's future The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia. We care about being the most flexible government organisation in Australia and we have a range of benefits to help you create the right balance: 9‑day fortnight Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations Personal and professional development courses Access to 350+ fitness facilities through Fitness Passport 4 free confidential counselling sessions a year for you or an immediate family member 1 free nutritionist and financial advice session per year We pride ourselves on our shared mission of being a high‑performing, customer‑focused organisation which delivers value‑for‑money services to the community. We're committed to creating a diverse workplace and inclusive culture. How to apply Click 'Apply' to submit your online application. Upload your Resume with a Cover Letter (of no more than 2 pages) outlining how your skills, experience and personal attributes would allow you to achieve success in this role. Documents need to be less than 2 MB in size and PDF format is preferred. If you encounter technical issues when applying, please email ***********@goldcoast.qld.gov.au. Our selection process may include a one‑way video interview via Criteria, a face‑to‑face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre‑employment medical reviews and drug and alcohol testing. Contact Person Carly Barnes Closing Date Sunday 30th November 2025 Please note applications for all of our vacancies close at 10.00pm on the listed closing date. The City of Gold Coast is an equal opportunity employer dedicated to promoting an inclusive and diverse workplace. We are committed to supporting an environment where all employees, regardless of their differences or similarities, feel valued, respected and supported. Aboriginal and Torres Strait Islander persons are encouraged to apply. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr