Level 2 Service Desk Technician Onsite WA

Abano Healthcare; Perth; On-site; AUD 60,000 - 80,000; Full time

Job summary

A healthcare services company is seeking a skilled Level 2 Service Desk Technician in Perth. This role involves providing second-level support for technical issues, troubleshooting hardware and software, and managing user access to corporate applications. The ideal candidate will have 3 years of IT support experience and strong communication skills. This is a full-time position with no remote work available.

Qualifications

• 3 years experience in an IT support or service desk role.
• Strong knowledge of Windows 10/11, macOS, Office 365, and basic networking.
• Experience with Active Directory, remote support tools and ticketing systems.

Responsibilities

• Provide second-level support for desktop, laptop, mobile and peripheral issues.
• Troubleshoot hardware and software problems related to Windows, macOS, and Office 365.
• Manage and resolve escalated tickets from Level 1 within SLA guidelines.

Skills

Windows 10/11

macOS

Office 365

Problem-solving skills

Communication skills

Tools

Active Directory

Freshservice

SCCM

Intune

Job description

We are looking for a skilled and customer-focused Level 2 Service Desk Technician to join our IT support team in Perth. This role is responsible for handling more complex technical issues escalated from Level 1 providing second-line support to end-users and helping to maintain IT systems and services. There is an onsite component to this role at our 10 locations in and around the Perth area.

You’ll be a key player in ensuring operational continuity, user satisfaction and efficient resolution of incidents and requests.

Key Responsibilities

• Provide second-level support for desktop, laptop, mobile and peripheral issues.
• Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers and network connectivity.
• Handle Active Directory tasks including user account creation, password resets and group permissions.
• Manage and resolve escalated tickets from Level 1 within SLA guidelines.
• Accurately document all actions and communications in the ITSM tool (Freshservice).
• Escalate complex issues to Level 3 support teams when necessary, ensuring proper handover and follow-up.
• Support user access to corporate applications, VPN, email systems and collaboration tools.
• Maintain knowledge of standard operating environments and software configurations.
• Assist in deploying new hardware and software rollouts, patches and upgrades (includes onsite deployment at our Dental Practices).
• Create and update technical documentation, procedures and user guides.
• Provide input on support process improvements and contribute to the knowledge base.

Qualifications

• 3 years experience in an IT support or service desk role.
• Strong knowledge of Windows 10/11, macOS, Office 365 and basic networking.
• Experience with Active Directory, remote support tools and ticketing systems.
• Solid understanding of ITIL or other service management frameworks.
• Current driver’s licence.
• Excellent problem-solving and analytical skills.
• Strong communication skills both written and verbal.

Preferred Qualifications

• Certifications such as CompTIA A+, ITIL Foundation or Microsoft (MCP / MCSA).
• Familiarity with endpoint management systems (e.g. SCCM, Intune) is a plus.

Remote Work: No

Employment Type: Full Time