Job Summary
We are seeking a skilled and customer-focused technical professional to join our IT support team in Perth. This role handles more complex technical issues escalated from first-line, provides second-level support to end-users, and helps maintain IT systems and services.
Key Responsibilities
* Provide second-line support for desktop, laptop, mobile, and peripheral issues.
* Troubleshoot hardware and software problems related to operating systems, applications, printers, and network connectivity.
* Handle directory tasks including user account creation, password resets, and permission settings.
* Manage and resolve escalated tickets within service level agreements.
* Document all actions and communications in the ticketing system.
* Evaluate and escalate complex issues to higher-level support teams when necessary.
* Support user access to corporate resources, VPN, email systems, and collaboration tools.
Requirements
* 3+ years' experience in an IT support or technical role.
* Strong knowledge of operating environments, applications, and basic networking.
* Experience with directory services, remote support tools, and ticketing systems.
* A solid understanding of service management frameworks.
* A valid driver's license is required.