The role of the Level 2 Helpdesk Technician is to provide advanced technical support for end-users and resolve escalated IT issues. This role serves as a critical second line of defense in diagnosing and troubleshooting hardware, software, and network problems. The ideal candidate has strong analytical abilities, excellent communication skills, and experience working in a fast-paced support environment.
Responsibilities include:
1. Handling tickets escalated from Level 1 support, supporting desktop and mobile environments, managing user accounts, and maintaining system performance.
2. Supporting Windows, Office 365, Active Directory, and remote support tools.
3. Collaborating with internal technical teams and escalating unresolved issues to Level 3 support with proper documentation.
4. Performing remote software updates, configurations, network troubleshooting, and holding remote support sessions with customers.
5. Coordinating internal and third-party engineering resources for onsite support as needed.
6. Reviewing cases for onsite support necessity, maintaining detailed documentation, and creating knowledge articles.
7. Generating monthly reports for customer meetings and highlighting potential sales opportunities to the commercial team.
8. Delivering services aligned with the 'Customer Service Charter' and managing high-pressure tasks effectively.
9. Supporting incident management processes in accordance with SLAs, including full incident lifecycle management.
10. Assisting with other tasks as part of a growing team in Australia.
Core Behaviors, Attitudes & Attributes:
* Self-motivated, independent, assertive, and a team player.
* Use initiative, adaptable, emotionally intelligent, and capable of influencing stakeholders.
* Strong communication, negotiation, and problem-solving skills.
* Kind, caring, reliable, passionate, and willing to go the extra mile.
Education and Experience:
* Bachelor's degree in IT, electrical/mechanical/mechatronics/automatic engineering.
* Advanced IT systems knowledge, troubleshooting skills, and proficiency with Microsoft OS and Office 365.
* Good interpersonal skills, quick learner, and ability to work independently and in teams.
* Victorian Driving Licence, knowledge of RFID technology, and library background preferred.
Key Relationships:
* Reporting to Operations, working closely with Support and Project Managers.
* Liaising with third-party onsite technicians and passing business opportunities to Account Managers.
Physical Demands / Work Environment:
Ability to lift/carry 5-20 kg, push/pull equipment, with accommodations for disabilities as needed.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Libraries
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