Service Desk Technician

• Location: Cannon Hill, Queensland
• Type: Contract
• Job #17906

Overview 

We’re seeking a driven and customer-focused Tier 2 Service Desk Technician to join a high-performing IT team supporting our client’s operations. This is an excellent opportunity for a technician who thrives on solving complex issues, working across a diverse IT environment, and providing high-quality support both remotely and onsite.
In this hands-on role, you’ll be responsible for escalating and resolving technical issues that go beyond Tier 1 capacity — from network and server troubleshooting to supporting a virtual desktop environment and implementing preventative fixes.
If you're ready to apply your deep technical knowledge while building strong relationships with end users, this role offers both challenge and reward in a supportive, purpose-driven organisation.

About the role

As the Tier 2 Service Desk Technician, you’ll deliver technical support and troubleshooting across our client’s internal systems, staff hardware, software, and remote environments. Working alongside a collaborative team, you’ll own escalated incidents and requests, ensuring efficient and effective resolution and minimising user downtime.

Key Responsibilities:

• Provide Tier 2 support to resolve issues escalated from the Tier 1 team
• Troubleshoot and support hardware, software, network, and server infrastructure
• Install and maintain IT hardware and peripherals (laptops, printers, mobile devices, etc.)
• Support Microsoft 365, Exchange, Azure AD and virtual desktop environments
• Handle support requests via phone, email, in person, and onsite at remote locations as needed
• Ensure tickets are logged, tracked, escalated, and resolved according to SLAs
• Collaborate with vendors for escalations and hardware/software issues
• Follow backup and security procedures to ensure systems integrity
• Adhere to detailed work instructions and document all technical activity accurately

About You

You’re a natural problem-solver with strong technical knowledge and a genuine focus on customer experience. You take pride in troubleshooting issues with care and efficiency, and you can work well independently or as part of a wider support team.

What you’ll bring:

• 2–3 years’ experience in a Tier 2 or desktop support role
• Tertiary qualification in IT (Certificate III minimum); Diploma in Networking preferred
• Experience using ticketing systems aligned to ITIL practices
• Strong knowledge of Microsoft 365, Exchange, Azure AD, and general network troubleshooting
• Experience supporting and maintaining virtual desktop environments
• Familiarity with MDM tools like Intune is highly regarded
• Excellent communication and interpersonal skills – you’re professional on the phone and in person
• Ability to follow structured processes and manage multiple tasks under pressure