Information Technology Support Specialist

Searchability®; Canberra; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

Searchability is seeking an IT Support Specialist – Level 2 in Canberra, ACT. This full-time role combines in-office and remote support, handling complex issues across hardware, software, networks, and applications.

You will join a collaborative team, owning escalated incidents, delivering high-quality customer service, and contributing to knowledge bases and process improvements. After-hours on-call shifts are part of the roster.

Qualifications

• 2-3 years experience in Level 2 IT Support, Helpdesk or Service Desk.
• Strong troubleshooting across hardware, software, networks and business apps.
• Experience resolving escalated incidents from Level 1.
• Understanding of incident management and root cause analysis.

Responsibilities

• Provide advanced Level 2 IT support across hardware, software, networks and applications.
• Investigate root causes and escalate when needed to minimise disruption.
• Collaborate with system admins, network specialists and vendors to resolve complex issues.
• Install, configure and troubleshoot software and hardware; perform remote support.
• Maintain accurate documentation and contribute to knowledge bases.

Skills

2-3 years Level 2 IT Support

Technical troubleshooting

Remote support

Incident management

Documentation & knowledge base

Job description

IT Support Specialist – Level 2

Canberra, ACT | IT Managed Services | Technical Support Opportunity

• Full-time opportunity based in Canberra with a combination of in-office and remote support.
• Take ownership of complex Level 2 technical issues across hardware, software, networks and applications.
• Work within a collaborative IT support team, delivering exceptional customer service and technical solutions.

WHO ARE WE?

We're partnering with an established IT services provider that delivers reliable, customer-focused technology support and solutions to businesses. With a strong emphasis on technical expertise, responsive service and building lasting client relationships, the business prides itself on going above and beyond to ensure customers receive the support they need. As they continue to strengthen their technical support capabilities, they're looking for an experienced Level 2 IT Support Specialist to join their team in Canberra. This is a fantastic opportunity for someone who enjoys solving complex technical problems, working across a variety of technologies and delivering an exceptional customer experience.

WHAT WILL YOU BE DOING?

As the Level 2 IT Support Specialist, you'll be responsible for providing advanced technical support and troubleshooting across a range of hardware, software, network and application-related issues. You'll take ownership of incidents escalated from Level 1 support, investigating root causes, prioritising issues and implementing effective solutions to minimise disruption for customers. Working closely with the wider technical team, you'll collaborate with system administrators, network specialists and external vendors to resolve more complex technical challenges. You'll also be involved in software installations, configurations, hardware troubleshooting and remote support, ensuring customers receive timely and professional assistance. Alongside your technical responsibilities, you'll maintain accurate documentation, contribute to internal knowledge bases and support the ongoing improvement of service delivery processes. This role will also involve participating in a rostered after-hours on-call support arrangement.

WHAT YOU NEED TO HAVE...

• 2 - 3 years of experience in a similar Level 2 IT Support, Helpdesk or Service Desk position.
• Strong technical troubleshooting skills across hardware, software, networks and business applications.
• Experience managing and resolving escalated technical incidents from Level 1 support teams.
• Solid understanding of incident management, root cause analysis and technical problem-solving.
• Experience providing remote technical support and troubleshooting end-user issues.
• Confidence supporting software installations, configurations and application-related problems.
• Ability to diagnose hardware faults, coordinate repairs and work with external vendors where required.
• Experience maintaining technical documentation, knowledge bases and accurate support records.
• Strong communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.
• A proactive, solutions-focused approach with the ability to manage competing priorities and work collaboratively across technical teams.
• Willingness to participate in rostered after-hours on-call support.