IT Technician - Level 2

About the business

Infotech Management Services Pty Ltd (Infotech) is a trusted and valued Albury based IT management consultancy who have established themselves as a respected and successful organisation servicing SMEs across Australia.

About the role

Due to our ongoing growth, we are seeking a skilled, customer-focused Level 2 Technician to join our team of IT professionals in our Albury Office. The successful candidate will play a crucial role in providing second-level support to clients, resolving intermediate technical issues, and collaborating with Level 1 Technicians and Level 3 Technicians. As a Level 2 Technician, you will be responsible for addressing client inquiries, performing system maintenance, and assisting with the design, implementation, and management of IT solutions.

Key Responsibilities

• Respond to client inquiries and provide second-level support for technical issues

• Troubleshoot and resolve intermediate hardware, software, and network issues

• Collaborate with Level 1 Technicians, providing guidance and support as needed

• Escalate complex problems to Level 3 Technicians as necessary

• Assist with the design, implementation, and management of IT systems, including hardware, software, and network infrastructure

• Perform system maintenance and updates to ensure optimal performance and security

• Monitor client systems and report any irregularities or potential issues

• Maintain accurate records of client interactions, issues, and resolutions

• Assist with the evaluation and implementation of new technologies and solutions under the guidance of higher-level technicians

• Participate in ongoing training and development to stay current with industry trends and technologies

Knowledge/Experience

• Degree or Diploma in Information Technology, Computer Science, or a related field, or equivalent experience

• 2-4 years of experience in IT support or a related field

• Solid knowledge of Microsoft, Linux, and macOS operating systems

• Familiarity with networking concepts and protocols, such as TCP/IP, DNS, and DHCP

• Experience with virtualization technologies, such as VMware and Hyper-V

• Strong problem-solving and analytical skills

• Excellent communication and interpersonal skills, with the ability to effectively work with both technical and non-technical stakeholders

• Industry certifications, such as CompTIA A+, Network+, Security+, or Microsoft Certified Solutions Associate (MCSA), are highly desirable

Nice to have

• Two years Level 2 IT Help Desk experience with at least five years in IT

• Keen demonstrable interest in IT Security would be favourable

• Strong networking knowledge, in areas such as network protocols, switching, routing and firewalls.

• Familiarity with wired and wireless networking, centralised authentication systems (Active Directory, Azure AD).

• Advanced understanding of Microsoft Office, Google Workspace, operating systems, and computer hardware.

• Ability to diagnose issues through troubleshooting and investigation and provide an excellent customer experience.

• Great team player with a passion for all things IT

• Formal qualifications in IT/Cyber Security would be advantageous

Benefits for you

• Rewarding role with the opportunity for long term employment in a thriving business

• Ongoing support, advice and mentoring from our experienced management team

• Monthly staff lunches

• We value growth and promote personal development with allocated time for training

Interested?

If you feel like you’d want to be part of our team or just would like more detail on the position, we encourage you to reach out to us by either emailing [email protected] or calling our team on (02) 6041 1552 and ask for Scott.

Your application should consist of a resume to suit this role including contact details of two work referees and a brief cover letter explaining why you’d like to be part of this team.

If you feel that this position does not line exactly with where you currently are in your career but would still like to be part of the team, we encourage you to get in touch.