Level 2 Tech Support Analyst — Elevate Customer Outcomes

Sociable Tech Pty Ltd; City of Melbourne; On-site; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Career growth opportunities

Collaborative team culture

Job summary

Engagis is hiring a Level 2 Technical Support Analyst in Melbourne to provide advanced technical support for ICT systems and integrated digital solutions. You will act as escalation point, perform root-cause analysis, monitor SLA performance, and coordinate onsite or remote support with field technicians as needed.

The role emphasizes continuous improvement in support operations, collaboration within a team, and opportunities for professional development in an Australian tech company.

Qualifications

• Experience in a technical support/customer contact centre environment.
• Strong troubleshooting and diagnostic abilities across software, hardware, network and AV layers.

Responsibilities

• Provide Level 2 technical support, assisting incidents escalated from Level 1 and ensuring timely resolution in line with service expectations.
• Manage support cases through NetSuite, recording communication, troubleshooting steps and updates.
• Coordinate onsite or remote support activities, including scheduling field technicians when required.
• Liaise with customers to clarify issues, provide updates, and ensure a positive support experience.
• Diagnose and resolve issues across software, hardware, network, and AV equipment, including displays and peripherals.
• Perform root cause analysis, testing fixes, and validate resolutions.
• Assist with preparation and staging of equipment for deployments and maintain documentation.

Skills

Customer service

Technical troubleshooting

Education

Diploma or higher in related field

Tools

NetSuite CRM

Media players

Digital signage

AV equipment

Job description

Engagis is hiring a Level 2 Technical Support Analyst in Melbourne to provide advanced technical support for ICT systems and integrated digital solutions. You will act as escalation point, perform root-cause analysis, monitor SLA performance, and coordinate onsite or remote support with field technicians as needed.

The role emphasizes continuous improvement in support operations, collaboration within a team, and opportunities for professional development in an Australian tech company.