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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong Level 2 ICT support capabilities, particularly in Windows desktop and laptop troubleshooting, while effectively managing incident ownership and workload within defined KPIs and SLAs. Proficient in using remote support tools and maintaining high-quality technical documentation.
Highest-signal resume keywords
Level 2 ICT SupportWindows Desktop TroubleshootingRemote Support ToolsIncident OwnershipNV1 Security Clearance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting CapabilityApplication DiagnosisNetwork ConnectivityVPN SupportPeripheral SupportTechnical DocumentationProblem-Solving SkillsTicket ManagementServiceNow ExperienceITIL Practices
Soft Skills
Verbal CommunicationWritten CommunicationCustomer Service FocusTeam CollaborationProactive Learning
Certifications & Qualifications
NV1 Security Clearance
Industry Keywords
Enterprise ICT EnvironmentTechnical SupportService DeskEnd User ComputingProblem Management
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Provide Level 2 remote technical support for incidents and service requests across a large enterprise ICT environment
- Investigate, diagnose and resolve technical issues remotely wherever possible
- Support desktops, laptops, applications, network connectivity, VPN, printers, peripherals and associated services
- Use remote diagnostic and support tools to identify faults and implement resolutions
- Determine whether issues can be resolved remotely or require Field Engineering or another specialist resolver group
- Own assigned tickets through investigation, resolution and escalation
- Manage multiple active tickets while meeting quality, productivity and SLA requirements
- Maintain clear, accurate and technically meaningful ticket notes
- Follow approved knowledge articles, troubleshooting procedures and technical documentation
- Communicate with customers throughout the incident lifecycle
- Collaborate with the Service Delivery Centre, Service Desk, Field Engineering and specialist resolver teams
- Identify recurring faults, technical trends, process gaps and improvement opportunities
- Contribute technical knowledge and lessons learned to improve team capability and remote resolution outcomes
- Support knowledge sharing and continuous improvement across the ICT support environment
- Maintain professionalism and customer service throughout interactions
Requirements
What you’ll need- Strong experience providing Level 2 ICT support within an enterprise environment
- Strong Windows desktop and laptop troubleshooting capability
- Experience diagnosing application, connectivity, VPN, printing, peripheral and end-user device issues
- Experience using remote support and diagnostic tools
- Experience with ServiceNow or similar IT Service Management platforms
- Strong analytical and structured problem-solving skills
- Ability to investigate faults logically and efficiently rather than relying solely on scripted troubleshooting
- Ability to determine when further remote troubleshooting will add value and when an issue should be escalated
- Strong incident ownership and workload management
- Ability to manage competing priorities while working within defined KPIs and SLAs
- High-quality technical documentation and ticket management skills
- Strong verbal and written communication skills
- Strong customer service focus
- Ability to work independently while contributing effectively within a national team
- Willingness to share knowledge and assist other analysts
- A proactive approach to learning and continuous improvement
- NV1 Security Clearance is must have for this role
- Must be able to attend the designated work location for all rostered working hours
- Previous experience in a Level 2 remote support, desktop support, End User Computing or technical service desk environment
- Experience supporting large-scale enterprise or Australian Government ICT environments
- Knowledge of ITIL-aligned Incident, Request and Problem Management practices
- Experience identifying recurring technical issues and contributing to Problem Management activities
- Experience developing or improving technical knowledge articles and troubleshooting documentation
- Experience mentoring, coaching or providing technical assistance to other support staff
Benefits
Comp & perks- Equal opportunity employment commitment
- Reasonable accommodation support for US job seekers