On-Site IT Support Specialist (Level 2) - On-Call & Travel
heidelbergmaterials
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Job summary
Heidelberg Materials Australia is seeking an experienced IT Support Analyst to deliver Level 2 technical support to employees across the organisation. The role involves solving issues across desktop, networking and business systems, managing incidents through the Service Desk and coordinating escalations.
You will participate in an on-call roster to support our 24/7 operations, with some travel to provide proactive onsite support and ensure a high level of customer satisfaction.
Qualifications
- Experience in Level 2 IT support and incident management
- Strong customer service orientation and problem solving
- Familiarity with MS Windows environments and Office 365
Responsibilities
- Provide Level 2 technical support via telephone, remote support and onsite assistance
- Manage incidents and service requests within agreed service levels
- Troubleshoot desktop, networking, hardware and application issues
- Escalate complex issues to Level 3 support teams and follow through to resolution
- Support rollout of computers, networking equipment and other IT infrastructure
- Conduct proactive site visits to maintain equipment and improve customer experience
- Develop IT documentation, FAQs and SOPs
- Support IT projects as needed
- Participate in IT on-call support roster
Skills
Job description
Heidelberg Materials Australia is seeking an experienced IT Support Analyst to deliver Level 2 technical support to employees across the organisation. The role involves solving issues across desktop, networking and business systems, managing incidents through the Service Desk and coordinating escalations.
You will participate in an on-call roster to support our 24/7 operations, with some travel to provide proactive onsite support and ensure a high level of customer satisfaction.
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