Role Overview
We're seeking a proactive and customer-focused IT Service Desk Engineer/Analyst (Level 2) to deliver high-quality technical support across a busy IT environment. This role is ideal for someone who enjoys hands-on troubleshooting, thrives in a service-driven team, and is confident managing escalations, user support, and system administration tasks. You'll work closely with senior IT staff while supporting day-to-day ICT operations and continuous improvement initiatives.
What you'll be doing
* Provide responsive technical support via phone, email, and ticketing systems for end users.
* Log, categorise, prioritise, and resolve IT incidents and service requests.
* Escalate complex Level 3/4 technical issues to senior engineers when required.
* Troubleshoot and repair hardware issues, including desktops, laptops, and peripherals.
* Perform user account administration including creation, updates, and removals in line with IT processes.
* Maintain accurate user records in Active Directory, including contact and location details.
* Identify recurring issues and report trends to IT leadership to support continuous improvement.
* Assist with ICT projects such as software deployments, system upgrades, migrations, and infrastructure initiatives.
* Participate in scheduled system maintenance activities.
* Follow organisational quality frameworks, ICT policies, and security procedures.
* Actively contribute to team collaboration, knowledge sharing, and IT service improvement.
* Undertake additional reasonable duties as directed by the Service Desk Leadership Team.
More About You
* 3-4 years of experience in a L2 IT Service Desk or Technical Support role.
* Strong hands‑on technical skills across:
o Windows workstations and Windows Server environments
o Active Directory and print services
o Citrix environments
o Microsoft 365 (Exchange, SharePoint, OneDrive)
o Skype for Business
o Microsoft Office suite
* Solid understanding of ITIL service management principles .
* Experience with Microsoft Intune (highly desirable).
* Exposure to network switching and routing (desirable).
* Experience using Freshservice or similar ITSM platforms (desirable).
* Excellent communication skills with the ability to explain technical issues clearly to non‑technical users.
If this opportunity aligns with your expertise and aspirations, please apply
Please feel free to reach out directly to Muneem Meah at muneem.meah(at)aurec.com, should you have any questions
OnSite working arrangement (5 days per week in Osborne Park, Perth)
Remuneration Package: $80,000 per annum + SUPER
Must be an Australian Citizen OR Permanent Resident
Permanent Opportunity
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