L2 ICT Support Engineer — Remote & On-Site

Queensland Government; City of Brisbane; Hybrid; AUD 70,000 - 95,000; Full time

Job summary

The Queensland Government is seeking a Level 2 ICT Support Specialist within the Digital Partnership to provide on-site and remote support across End User Computing, Servers/Networks, and Unified Communications. You will manage incidents, fulfil service requests, and ensure enterprise service levels are met through sound troubleshooting and effective communication.

Configure and monitor ICT environments, diagnose issues, and apply remedial actions while following ITIL processes and leveraging

Qualifications

• Proven ability to configure, monitor and support ICT environments across multiple domains.
• Strong customer service focus with ability to manage workload and priorities.
• Experience with incident management and service request fulfilment.

Responsibilities

• Provide operational ICT support on-site and remotely.
• Configure/install/monitor/manage ICT environments with technical expertise.
• Investigate incidents and apply remedial actions to meet SLAs.
• Follow procedures for maintenance and support in one or more domains.
• Deliver excellent customer service and maintain system documentation.
• Demonstrate knowledge of ServiceNow and ITIL processes.

Skills

Technical knowledge

ICT support

Customer service

ServiceNow

ITIL

Incident management

Tools

ServiceNow

Job description

The Queensland Government is seeking a Level 2 ICT Support Specialist within the Digital Partnership to provide on-site and remote support across End User Computing, Servers/Networks, and Unified Communications. You will manage incidents, fulfil service requests, and ensure enterprise service levels are met through sound troubleshooting and effective communication.

Configure and monitor ICT environments, diagnose issues, and apply remedial actions while following ITIL processes and leveraging