Information Technology Support Specialist

IT Support Specialist – Level 2

Canberra, ACT | IT Managed Services | Technical Support Opportunity

• Full-time opportunity based in Canberra with a combination of in-office and remote support.
• Take ownership of complex Level 2 technical issues across hardware, software, networks and applications.
• Work within a collaborative IT support team, delivering exceptional customer service and technical solutions.
• For further information, please contact Eoin Meehan on eoin.meehan@searchability.com.au or call 0480 509 259.

WHO ARE WE?

We're partnering with an established IT services provider that delivers reliable, customer-focused technology support and solutions to businesses. With a strong emphasis on technical expertise, responsive service and building lasting client relationships, the business prides itself on going above and beyond to ensure customers receive the support they need. As they continue to strengthen their technical support capabilities, they're looking for an experienced Level 2 IT Support Specialist to join their team in Canberra. This is a fantastic opportunity for someone who enjoys solving complex technical problems, working across a variety of technologies and delivering an exceptional customer experience.

WHAT WILL YOU BE DOING?

As the Level 2 IT Support Specialist, you'll be responsible for providing advanced technical support and troubleshooting across a range of hardware, software, network and application-related issues. You'll take ownership of incidents escalated from Level 1 support, investigating root causes, prioritising issues and implementing effective solutions to minimise disruption for customers. Working closely with the wider technical team, you'll collaborate with system administrators, network specialists and external vendors to resolve more complex technical challenges. You'll also be involved in software installations, configurations, hardware troubleshooting and remote support, ensuring customers receive timely and professional assistance. Alongside your technical responsibilities, you'll maintain accurate documentation, contribute to internal knowledge bases and support the ongoing improvement of service delivery processes. This role will also involve participating in a rostered after-hours on-call support arrangement.

WHAT YOU NEED TO HAVE...

• 2 - 3 years of experience in a similar Level 2 IT Support, Helpdesk or Service Desk position.
• Strong technical troubleshooting skills across hardware, software, networks and business applications.
• Experience managing and resolving escalated technical incidents from Level 1 support teams.
• Solid understanding of incident management, root cause analysis and technical problem-solving.
• Experience providing remote technical support and troubleshooting end-user issues.
• Confidence supporting software installations, configurations and application-related problems.
• Ability to diagnose hardware faults, coordinate repairs and work with external vendors where required.
• Experience maintaining technical documentation, knowledge bases and accurate support records.
• Strong communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.
• A proactive, solutions-focused approach with the ability to manage competing priorities and work collaboratively across technical teams.
• Willingness to participate in rostered after-hours on-call support.

TO APPLY…

Please either apply online or email me directly at eoin.meehan@searchability.com.au. For further information, call me on 0480 509 259. I'm available from 7am until 10pm to suit your schedule. If unavailable, leave a message and either myself or one of my colleagues will respond. By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.