IT Support & Field Engineer (L1/L2)

Job Description

Key Responsibilities

In this dual-faceted role, you will be the face of technical support for on-site personnel, delivering solutions via phone, email, walk-ins, and hands-on desk-side assistance. Your duties will span:

• 1st & 2nd Level Technical Support: Serve as a key point of contact for IT issues, diagnosing and resolving everything from basic password resets to complex software installations and network issues.
• Field & Hardware Engineering: Install, configure, upgrade, and troubleshoot physical hardware (desktops, laptops, monitors, servers, and printing peripherals).
• Environment Administration: Assist with user and mailbox management in Active Directory and Office 365, and provide standard support for corporate Windows and Linux operating systems.
• Infrastructure & Networks: Triage, diagnose, and resolve network connectivity faults and assist with both physical and virtual desktop/server environments.
• Customer Service & Documentation: Provide excellent customer service under pressure, maintain accurate records within our ticketing system, and contribute documentation to our technical knowledge base.

Skills & Experience

We are seeking candidates who bring a mix of the following technical skills and professional attributes:Essential Criteria:

• Security Clearance: Must hold an active AGSVA clearance (NV1 or higher preferred), a lower/lapsed clearance, or demonstrate full eligibility to undergo the AGSVA clearance process (requires Australian Citizenship).
• Technical Support: 1–3 years of experience in an IT Help Desk, Service Desk, or Technical Support role.
• Operating Systems & Software: Strong proficiency with Windows (7/10), Microsoft Office 365, Outlook, Exchange, and standard corporate application suites.
• Hardware Knowledge: Proven hands-on experience in hardware break-and-fix, custom PC builds, upgrades, and peripheral management.
• Soft Skills: Exceptional communication skills with a customer-first mindset and the patience to explain technical concepts to non-technical users.

Desirable Criteria:

• Active Directory: Experience with user provisioning and mailbox management.
• Networking: Strong foundational knowledge of basic networking concepts (TCP/IP, VPN access, diagnostics).
• Certifications: CompTIA A+, ITIL Foundation, or similar IT certifications will be highly regarded.
• Defence Industry Familiarity: Prior experience working within Defence or a deep understanding of secure industry operations is an advantage.

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