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Level 2 Service Desk Officer - Canberra Grammar School
Software Engineer
Enthusiastic Level 2 Service Desk Officer providing advanced support across Apple, Windows, and Microsoft 365 environments, mentoring junior staff and handling complex network and infrastructure issues.
About the role
Key Responsibilities
- Deliver second‑line technical support for macOS, Windows, and Microsoft 365 applications to students, teachers and staff.
- Diagnose and resolve complex hardware, software, and network incidents, escalating when necessary.
- Mentor and coach Level 1 Service Desk Officers, sharing knowledge and best practices.
- Collaborate with the Network and Infrastructure team on configuration changes, device provisioning, and system updates.
- Maintain accurate incident records, create knowledge‑base articles, and contribute to continuous service improvement.
Requirements
- 2+ years experience in a Service Desk or IT support role, preferably in an educational or enterprise setting.
- Strong proficiency with Apple macOS, Windows OS, and Microsoft 365 administration.
- Hands‑on experience with Active Directory, PowerShell scripting, and network troubleshooting (TCP/IP, DNS, VPN).
- Excellent communication skills and a customer‑focused attitude.
- Ability to work independently, prioritize tasks, and mentor junior team members.