Overview of the Role
The Level 2 IT Support is responsible for delivering advanced technical assistance to end-users and internal IT teams. This role focuses on diagnosing and resolving complex technical issues, ensuring timely escalation when necessary, and maintaining exceptional customer satisfaction.
Main duties include:
- Provide timely and effective technical support to end-users via email, chat, or in-person.
- Troubleshoot and resolve escalated IT issues related to hardware, software, network, and peripherals.
- Diagnose and resolve complex technical problems with a focus on minimizing downtime and ensuring high levels of productivity.
- Monitor system performance and ensure compliance with security policies and procedures.
- Participate in IT projects, such as system upgrades, software deployments, and infrastructure changes.
- Manage customer expectations and ensure timely resolution of IT issues in accordance with service level agreements (SLAs)
- Document technical procedures, troubleshooting steps, and solutions for knowledge sharing and future reference.
- Provide training and guidance to end-users on IT best practices, security protocols, and efficient use of technology resources.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Minimum of 2-3 years of experience in IT support or related roles.
- Strong technical skills in troubleshooting hardware, software, and network issues.
- Proficiency in operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, G Suite).
- Familiarity with the ITIL framework and best practices in incident management and service delivery.
- Excellent communication skills with the ability to convey technical concepts to non-technical users.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
Benefits
- 500K per incident HMO coverage + Dental & Optical benefits
- 2-week paid Christmas vacation
- Electricity & Data subsidies
- 25K Educational Assistance
- Training and equipment will be provided
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM
- Additional details will be discussed during the Job Offer stage.
Skills Required
- Minimum of 2-3 years of experience in IT support or related roles
- Strong technical skills in troubleshooting hardware, software, network, and peripherals
- Proficiency with Windows, macOS, Linux and productivity software (Microsoft Office, G Suite)
- Familiarity with the ITIL framework and incident management best practices
- Excellent communication skills and ability to convey technical concepts to non-technical users
- Bachelor's degree in Computer Science, Information Technology, or related field
- Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP)
What We Do
We are an Australian company that has operations in the Philippines that provides business growth, consulting, and delivery capabilities to more than 250 of the most innovative and disruptive financial services firms across Australia. Our consulting-led approach leverages services in strategy, process improvement, intelligent automation, data analytics, and operations. We specialise in supporting financial firms, accounting practices, and mortgage brokers.
