Senior Level 2 ICT Support Engineer (On-Site)

Unisys; Canberra; On-site; AUD 70,000 - 110,000; Full time

Job summary

Unisys in Canberra is seeking a Centre of Excellence Technical Support Specialist to deliver Level 2 ICT support in a large enterprise environment. The role focuses on remote diagnostics, incident management and coordinating escalation when needed.

This on-site position requires you to be at your designated work location for all rostered hours. You will troubleshoot Windows desktops and laptops, VPNs, printers and network services, using ServiceNow and other ITSM tools.

Qualifications

• Experience providing Level 2 ICT support within an enterprise environment.
• Strong Windows desktop and laptop troubleshooting capability.
• Experience diagnosing application, connectivity, VPN, printing and end-user device issues.
• Experience using remote support and diagnostic tools.

Responsibilities

• Provide Level 2 remote technical support for Incidents and Service Requests across a large enterprise ICT environment.
• Investigate, diagnose and resolve technical issues remotely wherever possible.
• Support end-user computing environments including desktops, laptops, applications, network connectivity, VPN, printers, peripherals and associated services.
• Use remote diagnostic and support tools to identify faults and implement appropriate resolutions.
• Take ownership of assigned tickets and maintain momentum through investigation, resolution and escalation.
• Manage multiple active tickets while maintaining quality, productivity and SLA requirements.

Skills

Level 2 ICT support

Windows desktop troubleshooting

VPN connectivity

Remote diagnostics tools

ServiceNow ITSM

Tools

ServiceNow

Job description

Unisys in Canberra is seeking a Centre of Excellence Technical Support Specialist to deliver Level 2 ICT support in a large enterprise environment. The role focuses on remote diagnostics, incident management and coordinating escalation when needed.

This on-site position requires you to be at your designated work location for all rostered hours. You will troubleshoot Windows desktops and laptops, VPNs, printers and network services, using ServiceNow and other ITSM tools.