Junior Technical Support Analyst – Level 2

Job Description

Reports To:

Support Desk Manager

What We’re Looking For:

• 1–2 years’ experience in a technical support, helpdesk, or IT support role; exposure to a SaaS or enterprise software environment is advantageous.
• Working knowledge of SQL Server databases, Windows operating systems, POS/terminal systems, API integrations, and ticketing systems (Jira/Confluence).
• Demonstrated ability to diagnose and resolve intermediate hardware and software issues, with a structured and methodical troubleshooting approach.
• Customer service orientation, able to communicate clearly with both technical and non-technical end users, maintaining professionalism under pressure.
• Familiarity with writing database queries and reading API logs to support troubleshooting; formal training or equivalent practical experience acceptable.
• Proactive approach to learning, with genuine appetite to upskill across TASK’s product suite and evolving technical stack.
• Reliable, punctual, and organised with strong time management skills; able to manage a ticket queue and competing priorities effectively.
• Comfortable working both independently and as part of a team, and willing to work flexible hours including weekends when rostered.
• Bachelor’s degree in IT or equivalent qualification, or demonstrated equivalent practical experience.
• Full Driver’s License held.

Additional skills:

• Basic troubleshooting of hardware, software, and networking (Wi-Fi, VPN, printers)
• Familiarity with ticketing systems (Salesforce, Jira Service Management)
• Windows support experience; basic Active Directory/user account admin
• Understanding of ITIL fundamentals (incident, problem, change management)
• Remote desktop support tools (TeamViewer, AnyDesk, etc.)
• Cloud/SaaS platform familiarity (Microsoft 365)
• Clear written and verbal communication, especially explaining technical issues to non-technical users
• Patience and a customer-service mindset
• Problem-solving and logical troubleshooting approach
• Ability to prioritise and manage multiple tickets/tasks
• Willingness to learn and adapt quickly (given the “junior” level, learning agility matters more than deep expertise)
• Team collaboration and escalation etiquette (knowing when to hand off to Tier 2/3)

The Junior Technical Support Analyst (Level 2) is responsible for:

• Determining the difference between service requests, incidents, and problems, and categorising ticket priorities based on business impact.
• Deciding on the most appropriate troubleshooting approach for intermediate technical issues within their competency level.
• Determining when a ticket or issue requires escalation to a Senior Analyst, Development team, or external vendor.
• Judging when to create or contribute to knowledge base articles or process documentation based on recurring issue patterns.
• Disarming the office security alarm when rostered for early shift.
• Deciding when a resolution approach requires senior guidance before proceeding, and proactively seeking that support.
• Identifying and flagging improvement opportunities to the Support Desk Manager for consideration.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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