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
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