Service Desk Technician (Level 2)

BITS Technology Group

Gold Coast City

Hybrid

AUD 71,000 - 85,000

Full time

5 days ago

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Benefits offered by this job

Coffee options

Craft beer on tap

Fresh fruit & snacks

Job summary

BITS Technology Group on the Gold Coast is seeking a client-focused Level 2 Service Desk Technician to join our service team. You will own escalated issues, guide Level 1 colleagues, and help strengthen our internal knowledge base for faster, more consistent resolutions.

You will work across Microsoft 365, networks, servers, and shared systems, delivering clear, high-quality documentation and outstanding client experiences. Occasional overtime may be required.

Qualifications

Experience in a Level 2 IT support or managed services environment.
Strong networking knowledge and troubleshooting skills.
Familiarity with ITIL or structured service desk processes.
Experience liaising with third‑party vendors on behalf of clients.
Knowledge of VoIP platforms such as Teams Calling, FreeSWITCH, or Yealink.
Microsoft Certifications are a plus.
Experience using IT documentation/knowledge-management tools.

Responsibilities

Troubleshoot and resolve Level 2 support issues across end-user, Microsoft 365, server, and network environments.
Investigate and resolve issues escalated by the Level 1 team when documented processes have not resolved the problem.
Maintain and improve internal documentation, SOPs, and client environment notes.
Support SMB infrastructure including Microsoft 365, Active Directory, VPNs, printers, Wi-Fi, and basic firewall issues.
Liaise with third-party vendors on behalf of clients.
Provide technical guidance and mentoring to Level 1 technicians.
Contribute to service quality, consistency, and continuous improvement across the team.
Maintain a strong focus on client satisfaction, communication, and timely follow-up.

Skills

Level 2 IT Support

Networking

ITIL

Vendor Liaison

VoIP Proficiency

Microsoft Certifications

Documentation

Tools

Microsoft 365

Active Directory

VPNs

Printers

Firewalls

Accelo

Job description

Who we are

BITS Technology Group is an award-winning IT & Cyber Security solutions , specialising in secure technology platforms for organisations experiencing rapid growth. We partner with ambitious business owners, boards, and managers in industries such as Not-for-Profit, Aggregator, Construction, Professional Services, and Engineering, helping them scale and automate their operations while maintaining robust cyber security.

When you join BITS, you’ll be part of a curious, collaborative team committed to making a real impact. Our clients are typically businesses with 20–100 users and multiple sites across South-East Queensland, Australia, and New Zealand.

Our Core Values

At BITS Technology Group, our core values are very important to us. They're the principles that guide our decisions, shape our culture, and define who we are as a team. These five values define who we are:

Genuine Relationships – Trusted Connections

We build real, lasting relationships with clients, vendors, and each other through trust, respect, and authenticity.

Drive & Encourage the Journey to Success

We are motivated, proactive, and committed to supporting the success of both our clients and our team.

Consistent Quality – Exceeding Expectations

We take pride in delivering reliable, high-quality outcomes and consistently aiming above the standard.

Authentic & Effective Communication

We communicate clearly, honestly, and with purpose, without unnecessary jargon or confusion.

Future Ready – Beginning Today

We think ahead, act proactively, and implement cutting‑edge solutions today that prepare our clients and our team for tomorrow.

These values must resonate with you. We hire, review, reward, and recognise our team members based on how well they embody these principles. We're looking for the right person, so if you're reading this list and thinking "That's me", then we can't wait to meet you!

Why BITS?

We’re passionate about creating an environment that is enjoyable, fulfilling, and supported by a strong team culture and great employee benefits.

Innovative Atmosphere

Technology never stands still, and neither do we. At BITS, you’ll be part of a forward-thinking team that embraces innovation and challenges the status quo to deliver smarter solutions.

Flexible Working Arrangements

We know balance matters. With hybrid options and flexible schedules upon passing your probation, you can structure your workday to support both productivity and your personal life.

Social Events

We believe work should be rewarding and fun. From team lunches to quarterly events, our social calendar keeps us connected and engaged outside the office.

A great workspace deserves great perks. From a range of coffee options to keep you energised, to craft beer on tap for celebrating team wins, we’ve got you covered. You’ll also find fresh fruit and seasonal snacks available in the office.

But that's not all:

Your growth is our priority. We provide access to training, certifications, and mentorship programs so you can continually expand your skills and progress your career. Time allotted during business hours as well as a bonus upon completion.

Collaborative Relationship

We work with our clients, not just for them. Join a team that values open communication, transparency, and building strong partnerships inside and outside the business

We are looking forward to adding another member to our growing support team.

Service Desk Technician (Level 2)

BITS Technology Group is looking for a client-focused Level 2 Client Support Technician to join our service team.

This role is ideal for someone who enjoys solving technical problems, delivering a great client experience, and improving the way support is delivered through clear, high-quality documentation. As a Level 2 technician, you will take ownership of escalated support issues, provide guidance to Level 1 team members, and help strengthen our internal knowledge base so issues can be resolved faster and more consistently across the team.

You’ll be expected to work semi-independently, handle moderately complex support issues across Microsoft 365, networks, servers, and shared business systems, and act as the first technical escalation point for the Level 1 team. Success in this role comes from combining strong technical troubleshooting with excellent communication, professionalism, and documentation.

Occasional overtime may be required to resolve urgent client issues when needed.

What success looks like in this role:

Delivering excellent client experiences through clear, professional, and helpful support
Resolving escalated technical issues efficiently and with strong attention to detail
Creating and improving documentation so recurring issues can be handled more effectively by Level 1
Acting as a technical mentor and first point of contact for Level 1 team members
Contributing to a more consistent, scalable, and proactive service desk function
Applying sound networking and security best practices in day-to-day support work

Key responsibilities:

Troubleshoot and resolve Level 2 support issues across end-user, Microsoft 365, server, and network environments
Investigate and resolve issues escalated by the Level 1 team when documented processes have not resolved the problem
Maintain and improve internal documentation, SOPs, and client environment notes
Support common SMB infrastructure including Microsoft 365, Active Directory, VPNs, printers, Wi‑Fi, and basic firewall-related issues
Liaise with third‑party vendors on behalf of clients, including internet providers and software vendors
Provide technical guidance and mentoring to Level 1 technicians
Contribute to service quality, consistency, and continuous improvement across the support team
Maintain a strong focus on client satisfaction, communication, and timely follow-up

Required experience