Level 2 Technical Support Analyst

Engagis; City of Melbourne; On-site; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Career growth opportunities

Collaborative team culture

Continuous learning opportunities

Job summary

Engagis in Melbourne, Australia, is seeking a Level 2 Technical Support Analyst to provide advanced technical support for ICT systems and digital signage solutions, resolve escalations, and contribute to service improvements. You will work with the team to monitor SLAs, coordinate onsite or remote support, and ensure a positive customer experience.

The role requires a Diploma or higher, at least two years in a similar support role, and hands-on experience with NetSuite CRM, media players,

Qualifications

• Diploma or higher.
• 2+ years in a similar Level 2/technical support role.
• Experience in a customer contact centre environment.
• Strong experience with NetSuite CRM is essential.
• Familiar with digital signage, AV equipment and related software.
• Understanding of quality management systems and processes.

Responsibilities

• Provide Level 2 technical support for incidents escalated from Level 1 and ensure timely resolution.
• Manage support cases in NetSuite CRM with documentation of troubleshooting steps and updates.
• Monitor support queue and prioritise based on urgency and impact.
• Coordinate onsite or remote support, including scheduling field technicians when needed.
• Liaise with customers to clarify issues and provide proactive updates.
• Perform root-cause analysis and contribute to service improvement initiatives.
• Conduct software/hardware testing to validate fixes and stability.
• Prepare and maintain support documentation and knowledge base articles.

Skills

Customer support

Escalation handling

Client engagement

Cross-functional collaboration

Communication

Education

Diploma or higher

Tools

NetSuite CRM

Media players & AV equipment

Job description

As a Level 2 Technical Support Analyst you will ensure to provide excellent customer service, assist escalations, Client engagement, product and solutions analysis and aim to meet Service Level agreement and fast resolution of the cases.

You will be responsible for providing advanced technical support and operational oversight for ICT systems and integrated digital solutions. The role acts as an escalation point for complex issues, performs root-cause analysis, supports system reliability, and contributes to continuous improvement across support operations.

Benefits

Benefit from career growth opportunities within a growing Australian tech company.

Be a pat of a collaborative and supportive team culture.

enjoy oportunities for continious learning and technical skill development.

Task & responsibilities

• Provide Level 2 technical support, by assisting with incidents escalated from Level 1 and ensuring timely resolution in line with service expectations.
• Manage support cases through NetSuite, ensuring all communication, troubleshooting steps, and updates are accurately recorded.
• Monitor the support queue, prioritising cases based on urgency and customer impact.
• 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 customer issues across software, hardware, network, and content layers, including applications, media players, displays, peripherals, and connectivity.
• Perform root cause analysis and structured investigations to identify underlying causes of recurring incidents and assist in recommending corrective actions.
• Conduct software and hardware testing, validating fixes, enhancements, and system stability to confirm reported issues and validate resolutions.
• Provide feedback to internal teams on recurring issues, customer pain points, and opportunities for service improvement.
• Support the preparation and staging of equipment for customer deployments, ensuring devices are labelled, documented, and ready for installation.
• Perform proactive system monitoring and diagnostics to identify potential issues and prevent service disruptions.
• Implement preventative maintenance actions to improve system reliability and reduce repeat incidents.
• Liaise with vendors and third-party suppliers to elevate issues, coordinate resolutions, and validate outcomes.
• Monitor and support SLA performance, ensuring incidents and requests are managed within agreed service targets.
• Coordinate with warehouse and deployment teams regarding support spares, stock availability, and staging requirements.
• Provide onsite and remote technical support when required, including approval and coordination of field technician visits.
• Review and validate technical quotes and change requests, ensuring accuracy and alignment with customer requirements.
• Prepare and maintain support documentation, including troubleshooting guides, incident reports, test results, staging records, and knowledge base articles.
• Assist with preparing periodic operational and performance reports to support service monitoring and improvement initiatives.
• Contribute to process improvement initiatives, including reviewing workflows, compliance, and tagging accuracy.
• Assist with training and proficiency checks for Level 1 support staff to improve support capability and quality.

Qualification & experience

• Diploma or higher
• Technical Support customer contact centre environment experience.
• Minimum 2 years of work experience in similar role
• Experienced with NetSuite CRM system - IS A MUST.
• Familiar and competent with quality management and systems.
• Experienced with supporting and staging media players, digital signage and AV equipment.
• Experience in giving constructive input to colleagues regarding the quality and outcomes of their work.

About Company

Engagis delivers personalised digital experiences to customers anytime, anywhere. From interactive digital signage, catalogues and self-service solutions to innovative digital marketing activations, get in touch to explore our solutions and delight your customers.

Engagis has built an exceptional reputation in the digital engagement and AV industry for delivering truly amazing transformation projects with leading brands while maintaining an incredibly high standard of quality & accountability.

We’re able to do this because we truly care for our most valuable asset - our people. We are a significant player in physical digital retail customer engagement, and you’ll want to have us in your resume. Both for our reputation and your own career growth and development.

Work Type: Full time

Salary: $75000-85000

Job Publish: 29-09-2026

Job Expire: 29-10-2026