Service Desk Technician Level 2
Summary
Onsite Level 2 service desk technician at managed IT provider Integer IT, supporting multiple clients across the Mid North Coast from the Port Macquarie helpdesk. Day to day: handle escalated tickets, deliver remote/onsite support, maintain Windows desktops and servers, Azure/AWS/O365 cloud services and networking, and mentor junior technicians.
Salary: $55,000 – $70,000 per year
About the role
This onsite Level 2 role gives you the opportunity to solve more complex issues, support a varied technology stack, mentor junior technicians and develop the experience needed for the next stage of your IT career. Integer IT supports multiple clients across the Mid North Coast from our Port Macquarie helpdesk. Our role is broader than fixing individual problems: we help clients run reliable IT environments, implement their technology strategy and keep their people productive. That means you will gain exposure across users, servers, cloud services, networking, backup, security and onsite environments rather than being boxed into one narrow area.
Key responsibilities
Act as a Level 2 escalation point for junior team members and help the service desk meet contractual SLA requirements
Assess incoming technical issues, understand business priority, take ownership of resolution and escalate appropriately to Level 3
Deliver remote support, workshop work and onsite support, and contribute to client projects and implementations
Support desktop and server environments, install hardware and software, troubleshoot network issues and maintain accurate technical documentation
Mentor triage and Level 1 technicians by sharing practical troubleshooting approaches and technical knowledge
Work across a diverse client base, with site visits in Port Macquarie and from Kempsey to Taree as required
About you
Certificate IV or tertiary IT qualifications and/or at least two years of IT industry experience
A strong, varied technical background with good organisational and planning skills
Clear verbal and written communication, reliable time keeping and accurate time recording
A team-first attitude, energy and a genuine interest in continual improvement
A current Australian Driver Licence and full Australian work rights
Desktop support: hardware, Microsoft Windows operating systems and end-user applications
Server support: Microsoft Windows Server, services and features
Cloud/SaaS: Azure, AWS, O365 and SharePoint
Networking: switching, VLANs, routers, wireless technologies and terminology
Remote support: RMM and remote desktop support tools
Benefits
Full and ongoing training on Integer IT systems, products and software
Specific vendor and security training to extend your technical depth
Career development aligned to future Level 3 roles as the company expands
Exposure to a broad client and technology mix that can help you identify the technical specialty that best suits your ambition
About us
Integer IT supports multiple clients across the Mid North Coast from our Port Macquarie helpdesk. Our role is broader than fixing individual problems: we help clients run reliable IT environments, implement their technology strategy and keep their people productive.