Level 2 Technical Support Analyst

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

Job Type: Permanent position | Full time position

Job Description

Engagis 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 The Level 2 Tecnical Support Analyst shall be responsible for, but not limited to, the following: 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