Level 2 Service Desk Technician Onsite WA

vor 3 Wochen

Perth, Österreich Abano Healthcare Vollzeit

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. There is an onsite component to this role at our 10 locations in and around the Perth area. You’ll be a key player in ensuring operational continuity, user satisfaction and efficient resolution of incidents and requests. Key Responsibilities 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. 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. 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 (includes onsite deployment at our Dental Practices). Create and update technical documentation, procedures and user guides. Provide input on support process improvements and contribute to the knowledge base. Qualifications 3 years experience in an IT support or service desk role. Strong knowledge of Windows 10/11, macOS, Office 365 and basic networking. Experience with Active Directory, remote support tools and ticketing systems. Solid understanding of ITIL or other service management frameworks. Current driver’s licence. Excellent problem-solving and analytical skills. Strong communication skills both written and verbal. Preferred Qualifications Certifications such as CompTIA A+, ITIL Foundation or Microsoft (MCP / MCSA). Familiarity with endpoint management systems (e.g. SCCM, Intune) is a plus. Remote Work: No Employment Type: Full Time #J-18808-Ljbffr

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