L2 Service & Support Engineer

• Provide technical support on escalated issues to employees in office, via phone, email, and chat
• Diagnose and troubleshoot complex hardware, software, network and connectivity issues
• Lead the setup, configuration, and maintenance of IT systems, software and tools
• Work closely with the Service & Support Team Leader to escalate complex issues and ensure timely resolution
• Document all interactions and support actions in the ticketing system
• Participate in system testing and quality assurance for new software releases
• Maintain up-to-date knowledge of industry trends, tools, and best practices
• Contribute to creating FAQ and support documentation to assist employees and improve team efficiency
• Occasional travel within the State to provide on-site support may be required (between Newcastle and Shoalhaven)

• Degree or relevant qualifications and certifications in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Previous experience (minimum 5 years) in a L2 service and support role, with a strong understanding of desktop support, system administration, and endpoint management
• Experience in troubleshooting Windows and Mac operating systems, Office 365, and network connectivity issues
• Familiarity with ITSM tools, ticketing systems, and remote support technologies
• Experience configuring and deploying IT hardware and software
• Experience with cloud-based applications and mobile device management
• Intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN, firewalls)
• Familiarity with Active Directory, user access control, and password management
• Awareness of cybersecurity best practices and IT security protocols
• Detail-oriented, with a focus on accuracy and efficiency
• Proactive, solution-focused, problem solver – always looking for ways to improve IT support services
• Highly organised, able to manage multiple tasks and priorities and think critically under pressure
• Friendly, approachable, collaborative team player with a strong customer service mindset

ITIL knowledge or certification in IT service management

• Health and wellbeing perks – gym discounts, health insurance, annual nutrition & fitness check-ins
• Retail discounts across travel, groceries, and lifestyle
• Savings on home builds, trades, suppliers, and utilities
• Ongoing learning and development through the CPG Academy
• Generous leave – including parental, volunteer, and community service leave
• Wellbeing support for you and your family (EAP, financial coaching, health programs)