Level 2 Service Desk Technician

Level 2 Service Desk Technician CCTS is the leading provider of holistic technology solutions on the Central Coast. With over 36 years of experience, we deliver a wide range of services including IT support, phone systems, NBN, security systems, and more - all under one roof. We pride ourselves on delivering exceptional service to our clients while creating a friendly, collaborative, and empowering workplace for our team. The Role We're looking for a skilled and motivated Level 2 Service Desk Technician to join our growing team. This is a hands‑on role where you'll provide technical support across both IT infrastructure and telecommunications, playing a key part in ensuring our clients' systems run smoothly and securely. You’ll have the opportunity to work on a wide range of technologies and develop your skills across Microsoft Office, Voice services, Networking, Entra and AWS Cloud, and more. If you're a tech‑savvy problem‑solver who enjoys variety and takes pride in excellent customer service - we want to hear from you. Key Responsibilities Act as an escalation point for other technicians and contribute to customer solutions. Provide support for desktops, laptops, mobile devices, printers, and business‑critical software. Administer Microsoft 365 tenants, including user management and Intune configurations. Configure and manage Windows Server, Active Directory, and Entra ID environments. Work across virtualisation platforms such as Hyper‑V, VMware, and Proxmox, with exposure to cloud infrastructure hosted in Microsoft Entra and Amazon Web Services (AWS). Deploy and troubleshoot firewalls, switches, and Wi‑Fi systems (Fortigate, Sophos, Ubiquiti, DrayTek). Support and configure hosted phone systems and VoIP infrastructure. Monitor system performance, perform diagnostics, and respond to alerts. Assist with new user onboarding and secure offboarding processes. Participate in project work including upgrades, migrations, and deployments. Maintain accurate documentation and contribute to our internal knowledge base. About You Minimum 5 years’ experience in an IT support or similar role. Strong customer focus with excellent written and verbal communication. Confident under pressure and capable of managing multiple priorities. Eager to learn new technologies – especially in voice and communications. Solutions‑focused and collaborative in your approach to problem solving. Technical Requirements Solid experience with Windows desktop/server systems. Advanced knowledge of Microsoft 365 administration experience including licensing and complex Intune configurations. Advanced knowledge of Active Directory, Entra ID, and hybrid environments. Competency in diagnosing hardware, software, and networking issues. Understanding of virtualisation, cloud platforms, and security best practices. Experience with ConnectWise and/or AutoTask ticketing systems. Experience with RMM tools such as Ninja, Datto, Manage, etc. Bonus: Experience in hosted telephony systems and VoIP technologies. Desirable Skills and Qualifications Relevant certifications (TAFE, University, or other industry certifications such as Microsoft, Cisco, VMware). Familiarity with scripting, automation, or infrastructure‑as‑code tools. Knowledge of the NBN and telecom infrastructure. Australian residency or citizenship. A valid driver’s licence. Why Join CCTS? Free Home NBN After One Year : We take care of our team, offering free home internet as a thank‑you for your commitment and contribution. Empowered Learning Culture : Professional growth is a priority. We invest in your development and empower you to excel in your role. Whether you're upskilling, getting certified, or diving into something new, we've got your back. Trusted Local Leader : Join a reputable company with over 36 years of experience leading the way in technology solutions across the Central Coast. Work with the Latest Technology : Get hands‑on with the newest tools and platforms across IT, cloud, telecommunications, security, and more. Diverse and Engaging Work : Every day looks different here. You'll work across a wide range of projects and clients, keeping your skills fresh and your brain buzzing. Cross‑Skilling Opportunities : Love to learn? You'll be exposed to multiple tech verticals — from phone systems to cybersecurity — and encouraged to expand your expertise. Modern Office Environment : Our new office in West Gosford is built for collaboration, creativity, and productivity. We Value You : At CCTS, you're not just a number. Your ideas, your work, and your wins are recognised and celebrated. Fun, Supportive Culture : Our team genuinely enjoys coming to work. It's a friendly and fun workplace where camaraderie and teamwork make every day enjoyable. Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industries: Technology, Information and Internet #J-18808-Ljbffr