Launch Recruitment are exclusively supporting an IT Consultancy, on the lookout for an experienced L2 Support Officer to join on a permanent, hybrid basis (approx 60% working from home, 40% on client site). The organisation offers multiple paths for progression, internal mobility, and the opportunity to work in an innovative environment where company values are upheld.The ideal candidate will have experience assisting with Level 1 and Level 2 support requests, enhancing customer experience, contributing to process documentation, and supporting the establishment with ITIL-based service management practices.Salary: $80,000 – $85,000 plus superResponsibilities include (yet are not limited to):Responding to and resolving ICT support requests from end-usersTroubleshooting hardware, software, and connectivity issuesEscalating complex technical issues to Level 2/3 support teams when necessaryEnsuring timely resolution of incidents in line with service level agreements (SLAs)Maintaining accurate records of incidents and service requestsAssisting with onboarding and setup of new users, including device configuration and account setupProviding guidance and training to users to improve overall ICT proficiencySupporting users with system access, software installations, and basic troubleshootingAssisting in the creation and maintenance of ICT service desk procedures, knowledge base articles, and troubleshooting guidesSupporting the establishment of ITIL-aligned service management processes, including incident, request, and problem managementContributing to the development of ITIL documentation, ensuring best practices are embedded into service desk operationsSkills & Experience Required:Minimum of 3 years experience in an L1/L2 IT Support roleComfortable in a Microsoft 365 E5 Suite environment with strong knowledge of all applications and featuresProven experience in an ICT Service Desk role, supporting Level 1 and Level 2 requestsStrong troubleshooting skills, with the ability to effectively communicate and escalate professionallyFamiliarity with ITIL frameworks, including incident, request, and problem managementAbility to document ITIL-based processes clearly and contribute to knowledge managementMicrosoft certifications are beneficialMust have permanent residency or be an Australian CitizenPlease apply today for immediate consideration.Get in touch with us and our friendly staff will get back to you as soon as possible!
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