Level 2 Service Desk Officer

About Us: Wireless Communications has been providing telecommunications and IT business services for over 20 years. As a nationally awarded Telstra Business Accredited Partner, we offer next-generation technology solutions and exceptional ongoing client support. Our expertise spans Enterprise SD-WAN Management, Managed IT Services, Cloud Migration, and ICT Support, ensuring productivity and superior business efficiencies for our clients. We are proud of our longstanding partnerships with Telstra, Fortinet and Microsoft.

Our goal is to be the best ICT business in the state. We are guided by our core values:

• People: People are everything!

• Ethics: Never a decision. Never lowered to achieve any goal.

• Goal: To be the best ICT business in the state.

• Approach: Empathetic, Pragmatic, Deliberate, Focused, and Timely.

Join us and be part of a team dedicated to delivering cutting-edge solutions and outstanding service.

Job Description: We are looking for a Level 2 Service Desk Officer to join our growing IT team. In this role, you will provide technical support to our internal staff and troubleshoot a variety of IT issues. You will also act as a resource for the Level 1 team, offering guidance and assisting with more complex problems.

Key Responsibilities:

• Provide technical support to staff via phone, email, and in person

• Troubleshoot and resolve a variety of IT issues, including hardware, software, and network problems

• Provide an escalation point for the Level 1 team members, offering guidance and assisting with troubleshooting more complex issues

• Document and escalate complex issues to Level 3 support

• Reset passwords and update user accounts

• Maintain accurate records of all service requests

• Attend occasional on-site scheduled and emergency visits to clients' sites for troubleshooting or maintenance.

Qualifications:

• Minimum 3 year's experience in a technical support role

• Strong understanding of computers and technology

• An active knowledge of Microsoft 365 Azure AD, Exchange, SharePoint and Teams administration

• Proficient ability with Active Directory and SQL Server

• Hands-on experience with backup solutions such as Veeam  

• Excellent communication and interpersonal skills

• Ability to work independently and as part of a team

• Problem-solving skills

• Valid driver's license

Why Join Us:

• Competitive salary and benefits package

• Variety of day to day with remote and onsite work

• Opportunity to work in a fast-paced and dynamic environment

• Opportunity to learn and grow your technical skills