Level 2 ICT Support Specialist (Mission-Critical)

Real Bytes Pty Ltd

Canberra

On-site

AUD 60,000 - 80,000

Full time

4 days ago

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Job summary

Leidos Australia is seeking a Service Desk Analyst to provide Level 1 and Level 2 ICT support within a mission-critical network monitoring and operations environment. You will be the first contact for users, ensuring timely incident resolution and service restoration in an ITIL-aligned framework.

This role requires Australian citizenship and eligibility for a TSPV security clearance; you will operate across 24x7 environments, monitor infrastructure, coordinate escalations with specialist teams,

Qualifications

Demonstrated troubleshooting across ICT environments.
Strong written and verbal communication with stakeholders.
Ability to manage competing priorities in a fast-paced environment.
Customer-focused mindset with dedication to positive service outcomes.
Attention to detail, accountability, teamwork and composure under pressure.

Responsibilities

Manage incidents and service requests with logging, categorisation and timely communication.
Monitor ICT infrastructure, network services, apps and dashboards for issues.
Perform triage, coordinate escalations and support service restoration.
Deliver responsive customer support including onboarding and access management.
Contribute to documentation, knowledge sharing and service improvements.