Level 2 Help Desk Advisor


My client is a large and dynamic construction business with projects underway all over Australia. Their company culture is energetic, vibrant and innovative and the work environment is fast-paced.

Due to rapid and sustained growth at head office and on projects across the country combined with recent acquisitions, they now require a highly experienced Level 2 ICT Help Desk Advisor.

This is a complex company with a number of separate businesses and projects spread across Australia as well as at head office.

You'll be supporting these businesses and projects as part of the overall corporate support function. The vision of the CIO is for a dynamic ICT team where each individual actively engages with business stakeholders and end users along the lines of the Apple 'Genius' service model.

The role

Level one support will be provided by an overseas based call centre so this role will focus on more advanced support.

Broadly, this role involves:

  • Computer deployments and maintaining an accurate asset register
  • Network and security maintenance, troubleshooting and remote set-up and maintenance 
  • Research & Development, upgrading network devices and PC/laptop hardware, access control to resources, network traffic gathering and analysis
  • Telecommunications: phone & data card management
  • Construction site mobilisation: set up and installation of communications equipment, printers and time-lapse cameras, liaising with project delivery teams (as required).

Day-to-day responsibilities in more detail will include (but not be limited to):

  • Respond promptly to requests for technical assistance 
  • Advise users on actions required and resolution timeframes, using plain English
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Log all help desk interactions and follow standard help desk procedures
  • Administer help desk software
  • Identify, prioritise and escalate situations requiring urgent attention
  • Track and route problems and requests, and document resolutions

Equally as important to your technical skills will be your communication skills and ability to develop rapport with all staff across the business. 

You must be able to talk to non-ICT people in a way they will understand - i.e plain English terms rather than 'IT speak'.

About you

The key competencies we seek in the ideal candidate include:

  • Understanding of Microsoft Active Directory
  • Ability to work well in a team environment, with the ability to work autonomously 
  • Strong analytical and problem solving skills
  • Advanced understanding of networks, IP address structures and Network Address Translation (including public and private addressing)
  • Intermediate to advanced understanding of firewalls, firewall rules and firewall hierarchy
  • Strong understanding of computer hardware maintenance and installation

You must have a minimum of 4 years experience in a help desk role and at least 2 years as a Level 2.

You must also have your own vehicle and drivers licence as the work location is not within walking distance of public transport.

If you have the mix of technical and people skills that we seek, please apply now.

Please ensure that you provide a brief cover letter in conjunction with your CV as we expect a large number of applications and those without a cover letter will not be considered.