Advanced Level 2 Tech Support Analyst

Engagis; City of Melbourne; On-site; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Career growth opportunities

Collaborative team culture

Continuous learning opportunities

Job summary

Engagis in Melbourne, Australia, is seeking a Level 2 Technical Support Analyst to provide advanced technical support for ICT systems and digital signage solutions, resolve escalations, and contribute to service improvements. You will work with the team to monitor SLAs, coordinate onsite or remote support, and ensure a positive customer experience.

The role requires a Diploma or higher, at least two years in a similar support role, and hands-on experience with NetSuite CRM, media players,

Qualifications

• Diploma or higher.
• 2+ years in a similar Level 2/technical support role.
• Experience in a customer contact centre environment.
• Strong experience with NetSuite CRM is essential.
• Familiar with digital signage, AV equipment and related software.
• Understanding of quality management systems and processes.

Responsibilities

• Provide Level 2 technical support for incidents escalated from Level 1 and ensure timely resolution.
• Manage support cases in NetSuite CRM with documentation of troubleshooting steps and updates.
• Monitor support queue and prioritise based on urgency and impact.
• Coordinate onsite or remote support, including scheduling field technicians when needed.
• Liaise with customers to clarify issues and provide proactive updates.
• Perform root-cause analysis and contribute to service improvement initiatives.
• Conduct software/hardware testing to validate fixes and stability.
• Prepare and maintain support documentation and knowledge base articles.

Skills

Customer support

Escalation handling

Client engagement

Cross-functional collaboration

Communication

Education

Diploma or higher

Tools

NetSuite CRM

Media players & AV equipment

Job description

Engagis in Melbourne, Australia, is seeking a Level 2 Technical Support Analyst to provide advanced technical support for ICT systems and digital signage solutions, resolve escalations, and contribute to service improvements. You will work with the team to monitor SLAs, coordinate onsite or remote support, and ensure a positive customer experience.

The role requires a Diploma or higher, at least two years in a similar support role, and hands-on experience with NetSuite CRM, media players,