Merchant Support Agent
We are looking for an experienced and proactive Merchant Support Agent to join our growing team in Australia. In this role,... more info
L1/2 IT Support Agent
Salary:
30.00 - 60.00
Posted:
17-02-2025
Category:
Assistance
Melbourne,
Job Description
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-users Troubleshooting hardware, software, and connectivity issues Escalating complex technical issues to Level 2/3 support teams when necessary Ensuring timely resolution of incidents in line with service level agreements (SLAs) Maintaining accurate records of incidents and service requests Assisting with onboarding and setup of new users, including device configuration and account setup Providing guidance and training to users to improve overall ICT proficiency Supporting users with system access, software installations, and basic troubleshooting Assisting in the creation and maintenance of ICT service desk procedures, knowledge base articles, and troubleshooting guides Supporting the establishment of ITIL-aligned service management processes, including incident, request, and problem management Contributing to the development of ITIL documentation, ensuring best practices are embedded into service desk operations Skills & Experience Required: Minimum of 3 years experience in an L1/L2 IT Support role Comfortable in a Microsoft 365 E5 Suite environment with strong knowledge of all applications and features Proven experience in an ICT Service Desk role, supporting Level 1 and Level 2 requests Strong troubleshooting skills, with the ability to effectively communicate and escalate professionally Familiarity with ITIL frameworks, including incident, request, and problem management Ability to document ITIL-based processes clearly and contribute to knowledge management Microsoft certifications are beneficial Must have permanent residency or be an Australian Citizen Please apply today for immediate consideration. Get in touch with us and our friendly staff will get back to you as soon as possible! #J-18808-Ljbffr
Job Details
Salary: 30.00 - 60.00
Posted: 17-02-2025
Category: Assistance
Melbourne,
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