IT Helpdesk Level 2

Contract Roles Job Opportunity Your new company
Join a dynamic, collaborative, and forward-thinking organisation with an enthusiastic ICT team spread across Australia. The team is passionate about delivering exceptional technical support, enabling high-performing studios, and fostering a positive workplace culture.

Your New RoleAs the IT Support Officer for the Sydney studio, you will be the first point of contact for all local IT support needs. Working closely with the National Helpdesk Manager and a wider team of 12 ICT professionals, you will ensure smooth day-to-day operations, fast issue resolution, and outstanding customer service for users across the studio. This role offers a mix of hands-on support, troubleshooting, and AV/meeting room assistance.
What you'll need to succeed

• Minimum 5 years' experience in an IT support, helpdesk, or desktop support role.
• Strong knowledge of IT systems, networks, and commonly used software applications.
• Proven expertise supporting and troubleshooting Windows 10 desktop environments.
• Solid understanding of Microsoft 365 and Entra ID.
• Ability to support a range of devices including desktops, notebooks, printers, mobiles, and tablets.
• Experience troubleshooting a variety of technical issues in a customer-facing environment.
• Excellent communication skills with the ability to explain technical problems clearly to non-technical users.
• Strong written and verbal communication skills.
• A positive, adaptable, and "can-do" attitude with strong teamwork abilities.

What you'll get in return
Key ResponsibilitiesHelpdesk Support

• Act as the first point of contact for all IT issues within the Sydney studio.
• Work under the guidance of the National Helpdesk Manager.
• Monitor the Helpdesk system for new and updated tickets, ensuring all requests are actioned promptly.
• Collaborate with end users to troubleshoot and resolve issues efficiently and professionally.
• Support other studios when needed by monitoring and responding to their service requests.
• Document issues, resolutions, and troubleshooting steps for future reference.
• Escalate complex or unresolved incidents to the appropriate support level.

Audio & Video Support

• Operate, troubleshoot, and maintain the studio's three video conferencing meeting rooms.
• Ensure all AV equipment is functioning reliably to support seamless meetings.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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