Associate Systems Engineer- Service Desk

Kinetic IT; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Kinetic IT in Australia is seeking an Associate Systems Engineer – Level 2 Support to provide hands-on technical support to VIP users and engineers within a large, Defence-focused environment. This 100% onsite role uses a 24/7 rotating shift and requires Australian citizenship with NV2 clearance.

You will manage incidents, support Defence applications, document resolutions, and ensure service levels are met.

Qualifications

• Australian Citizenship and an active NV2 security clearance.
• Willingness to work within a 24/7 rotating shift environment and 100% onsite.
• Previous experience in a Level 2 IT support role within a large Microsoft enterprise environment.
• Strong troubleshooting and independent problem-solving abilities.
• Excellent interpersonal and communication skills.
• Customer-focused approach with VIP/high-priority support.
• Knowledge of ITIL and SIAM processes; certification is a plus.
• Attention to detail; adaptable to changing processes and tech.

Responsibilities

• Manage incidents using the Service Management tool and provide technical support, including the remote installation and removal of applications.
• Provide Level 2 support to VIP end users, delivering a high level of personalised customer service.
• Monitor the Defence Service Management environment, including security permissions, user account configuration, and support for Defence Financial Services applications.
• Review and maintain work instructions, document new incident resolutions, and proactively identify recurring incident trends.
• Act as a key point of contact for the Service Desk and collaborate with other teams to identify process improvements, efficiencies, and periods of increased demand.
• Work collaboratively with technical teams to investigate and resolve complex incidents within agreed service levels.
• Ensure incidents and service requests are accurately documented and progressed in accordance with ITIL and SIAM processes.

Skills

VIP end users support

ITIL knowledge

SIAM knowledge

Troubleshooting

Communication skills

Team collaboration

24/7 shift

Problem solving

Tools

Service Management Tool

Microsoft Enterprise Environment

Job description

As an Associate Systems Engineer - Level 2 Support with Kinetic IT, you will provide technical support to customers and engineers, helping drive effective Incident Management within the ICT Service Desk.

You will work within a large and complex environment supporting critical Federal Government services. As a key member of the team, you will be responsible for delivering technical implementations and resolving issues for end users, while balancing service-level requirements with a strong focus on customer experience.

This is a hands-on role working within a 24/7 shift environment, 100% onsite, in a secure environment that requires an active NV2 Australian Government security clearance. The role is open to candidates based in Canberra, Sydney, or Perth.

Responsibilities will include:

• Manage incidents using the Service Management tool and provide technical support, including the remote installation and removal of applications.
• Provide experienced Level 2 support to VIP end users, delivering a high level of personalised customer service.
• Monitor and manage the Defence Service Management environment, including security permissions, user account configuration, and support for Defence Financial Services applications.
• Review and maintain work instructions, document new incident resolutions, and proactively identify recurring incident trends.
• Act as a key point of contact for the Service Desk and collaborate with other teams to identify process improvements, efficiencies, and periods of increased demand.
• Work collaboratively with technical teams to investigate and resolve complex incidents within agreed service levels.
• Ensure incidents and service requests are accurately documented and progressed in accordance with ITIL and SIAM processes.

What you’ll bring to the table:

• Australian Citizenship and an active NV2 Australian Government security clearance.
• Willingness and flexibility to work within a 24/7 rotating shift environment and 100% onsite.
• Previous experience in a Level 2 IT support role within a large Microsoft enterprise environment.
• Strong troubleshooting and problem-solving skills, with the ability to work independently and take ownership of issues.
• A positive and professional attitude, with strong interpersonal and communication skills.
• A customer-focused approach and the confidence to support VIP and high-priority users.
• A willingness to seek assistance and collaborate with colleagues when required.
• Knowledge and practical understanding of ITIL and SIAM processes, with certification highly regarded.
• Strong attention to detail and the ability to adapt to changing processes, technologies, and operational requirements.

Don't meet every requirement? Don't worry, we'd still love to hear from you!

About Kinetic IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 25 years, we've partnered with some of Australia's most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

Be You, Create the Future

At Kinetic IT, we're driven by a shared passion for technology, customer success, and community impact.

With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch - helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you're safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We're proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture - Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Advance your career - Access new roles via our internal 'Opportunity Marketplace' careers hub.
• Flex your work - Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together - Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters - Health and wellness resources, tailored leave and support options and EAP access.
• Other Perks - Access to our employee discounts platform, discounted gym membership and more.

You can learn more about our culture and crew online at https://careers.kineticit.com.au/cw/en/listing/