Level 2 Service Desk Technician | Hybrid & Growth

BITS Technology Group; Gold Coast City; Hybrid; AUD 71,000 - 85,000; Full time

Benefits offered by this job

Home Internet Paid

Gym Membership Paid

Fresh fruit and snacks in the office

Team lunches / quarterly events

Job summary

BITS Technology Group on the Gold Coast is seeking a client-focused Level 2 Client Support Technician to join our service team. You’ll own escalated issues, guide Level 1 staff, and strengthen our knowledge base for faster, consistent resolutions.

You'll work semi-independently across Microsoft 365, networks, servers, and shared business systems, delivering high-quality client experiences with clear documentation and professional communication.

Qualifications

• Experience in a Level 2 IT support, helpdesk, or managed services environment.
• Strong networking knowledge and internet troubleshooting skills.
• Familiarity with ITIL or structured service desk processes.
• Experience working with third-party vendors on behalf of clients.
• VoIP platforms such as Teams Calling, FreeSWITCH, or Yealink.
• Microsoft Certifications and IT documentation practices.

Responsibilities

• Troubleshoot and resolve Level 2 support issues across end-user, Microsoft 365, server, and network environments.
• Liaise with third-party vendors on behalf of clients and maintain client environment notes.
• Provide technical guidance and mentoring to Level 1 technicians.
• Contribute to service quality, consistency, and continuous improvement across the team.
• Maintain strong focus on client satisfaction, communication, and timely follow-up.

Skills

Networking knowledge

IT support

Documentation

Customer service

Microsoft 365

Security best practices

Education

ITIL certification

Tools

Microsoft 365

Active Directory

VPNs

VoIP platforms (Teams Calling)

Job description

BITS Technology Group on the Gold Coast is seeking a client-focused Level 2 Client Support Technician to join our service team. You’ll own escalated issues, guide Level 1 staff, and strengthen our knowledge base for faster, consistent resolutions.

You'll work semi-independently across Microsoft 365, networks, servers, and shared business systems, delivering high-quality client experiences with clear documentation and professional communication.