Service Desk Technician (Level 2) – Onsite (Central Coast)

Job Title

Service Desk Technician (Level 2) - Onsite - West Gosford

About Us

CCTS is the leading provider of holistic technology solutions on the Central Coast. With over 37 years of experience, we deliver a wide range of services including IT support, phone systems, NBN, security systems, and more - all under one roof.

We pride ourselves on delivering exceptional service to our clients while creating a friendly, collaborative, and empowering workplace for our team.

The Role

We’re looking for a skilled and motivated Level 2 Service Desk Technician to join our growing team. This is a hands-on role where you'll provide technical support across both IT infrastructure and Telecommunications, playing a key part in ensuring our clients' systems run smoothly and securely.

You'll have the opportunity to work on a wide range of technologies and develop your skills across Microsoft 365, Voice services, Networking, Entra Cloud, AWS Cloud, and much more. If you're a tech-savvy problem-solver who enjoys variety and takes pride in excellent customer service - we want to hear from you.

This is primarily an office role based in West Gosford (not remote) with occasional onsite visist for reactive support or project related work.

You must be currently based in Australia with unrestricted working rights (no sponsorship available).

Key Responsibilities

• Balance a multi-client ticket queue while consistently delivering great customer service

• Provide support for desktops, laptops, mobile devices, printers, and business-critical software.

• Administer Microsoft 365 tenants, including user management and Intune configurations.

• Act as an escalation point for other technicians and contribute to customer solutions.

• Configure and manage Windows Server, Active Directory, and Microsoft Entra environments.

• Work across virtualisation platforms such as Hyper-V, VMware, and Proxmox, with exposure to cloud infrastructure hosted in Microsoft Entra and Amazon Web Services (AWS).

• Deploy and troubleshoot firewalls, switches, and Wi-Fi systems (Fortigate, Sophos, Ubiquiti, DrayTek).

• Configure and manage backup and disaster recovery solutions using Datto BCDR, including monitoring backup health and assisting with recovery testing.

• Support and configure hosted phone systems and VoIP infrastructure.

• Monitor system performance, perform diagnostics, and respond to alerts.

• Assist with new user onboarding and secure offboarding processes.

• Participate in project work including upgrades, migrations, and deployments.

• Maintain accurate documentation and contribute to our internal knowledge base.

What we're looking for (Mandatory)

• Solid experience with Windows desktop/server systems.

• Advanced knowledge of Microsoft 365 administration experience including licensing and complex Intune configurations.

• Advanced knowledge of Active Directory, Entra ID, and hybrid environments.

• Competency in diagnosing hardware, software, and networking issues.

• Understanding of virtualisation, cloud platforms, and security best practices.

• Experience with AutoTask and/or ConnectWise ticketing systems,

• Experience with RMM tools such as Datto/Ninja/Manage etc,

• Able to work onsite in West Gosford (not remote)

• Unrestricted right to work in Australia (no sponsorship available)

• Current NSW driver’s licence

Nice to haves (Preferred but not required)

• Relevant certifications (TAFE, University, or other industry certifications such as Microsoft, Cisco, VMware).

• Familiarity with scripting, automation, or infrastructure-as-code tools.

• Experience in hosted telephony systems and VoIP technologies.

• Knowledge of the NBN and telecom infrastructure.

Why Join CCTS?

At CCTS, we're a team that values growth, innovation, and collaboration. We support each other, challenge each other, and have a great time doing it. Here's what sets us apart:

• Free Home NBN After One Year: We take care of our team, offering free home internet as a thank-you for your commitment and contribution.

• Empowered Learning Culture: Professional growth is a priority. We invest in your development and empower you to excel in your role. Whether you're upskilling, getting certified, or diving into something new, we've got your back.

• Trusted Local Leader: Join a reputable company with over 37 years of experience leading the way in technology solutions across the Central Coast.

• Diverse and Engaging Work: Every day looks different here. You'll work across a wide range of projects and clients, keeping your skills fresh and your brain buzzing.

• Cross-Skilling Opportunities: Love to learn? You'll be exposed to multiple tech verticals and encouraged to expand your expertise.

• Modern Office Environment: Our new office in West Gosford is built for collaboration, creativity, and productivity.

• We Value You: At CCTS, you're not just a number. Your ideas, your work, and your wins are recognised and celebrated.

• Fun, Supportive Culture: Our team genuinely enjoys coming to work. It's a friendly and fun workplace where camaraderie and teamwork make every day enjoyable.