L2 Service Desk Engineer | AU | WFH

• Provide advanced technical support to resolve complex IT issues for end-users, including hardware, software, network, and application problems.
  
• Act as the escalation point for L1 support, taking ownership of unresolved incidents and service requests.
  
• Troubleshoot and diagnose technical problems using various tools and methodologies.
  
• Perform root cause analysis and implement solutions to prevent the recurrence of issues.
  
• Manage and maintain IT infrastructure, including servers, networks, and systems.
  
• Assist in the deployment, configuration, and maintenance of IT equipment and software.
  
• Monitor system performance and ensure high availability and reliability.
  
• Document and maintain technical procedures, user guides, and knowledge base articles.
  
• Collaborate with other IT teams to resolve cross-functional issues and implement new technologies.
  
• Participate in on-call rotation and provide after-hours support as needed.
  
• Ensure compliance with IT policies, security standards, and best practices.
  
• Provide training and guidance to L1 support staff and end-users to enhance technical skills and knowledge.
  

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
  
• At least 3+ years of proven experience as an L2 Service Desk Engineer, IT Support Engineer, or in a similar role.
  
• Strong knowledge of IT systems, including Windows and Linux operating systems, Active Directory, Office 365, and virtualization technologies.
  
• Proficiency in troubleshooting and resolving hardware, software, and network issues.
  
• Experience with ConnectWise PSA, SharePoint, Server Management, PowerShell, and investigating security alerts.
  
• Familiarity with ITIL framework and best practices.
  
• Excellent problem-solving skills and attention to detail.
  
• Strong communication and interpersonal skills.
  
• Ability to work independently and as part of a team.
  
• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus
  

Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with option to enroll more)
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more