Job Description
Are you a seasoned IT support professional ready to take your career to the next level? KMC Solutions is seeking a skilled L2 IT Helpdesk Technician to join our high-performing team. In this role, you will act as the critical bridge between Tier 1 support and advanced technical operations, managing escalated issues for our Australian clients.
As an L2 technician, you will be responsible for resolving complex hardware, software, and network incidents that require deep technical analysis. We are looking for an expert problem-solver who thrives in a fast-paced, remote environment and is committed to delivering exceptional service. If you have a passion for troubleshooting, a background in Australian-shift support, and a desire to grow with a top-tier BPO organization, we want to hear from you.
Responsibilities
- Handle and resolve escalated IT support tickets that exceed L1 complexity thresholds.
- Perform root cause analysis (RCA) on recurring technical issues to improve overall system stability.
- Provide advanced troubleshooting for Windows/Mac environments, office applications, and VPN connectivity.
- Manage user access, security permissions, and Active Directory/Office 365 administration.
- Collaborate with L3 engineers and infrastructure teams to resolve complex server or network outages.
- Ensure all tickets are documented accurately within the ITSM tool, maintaining strict adherence to SLAs.
- Assist in the deployment of software patches, system upgrades, and hardware configurations remotely.
- Provide mentorship and technical guidance to L1 support staff when needed.
Qualifications
- At least 3-5 years of experience in an IT Helpdesk or Service Desk environment, with at least 1-2 years in an L2 capacity.
- Solid understanding of ITIL frameworks and incident management lifecycles.
- Proven experience working in an Australian shift schedule (or similar time zone).
- Advanced knowledge of Active Directory, O365, DNS, DHCP, and VPN troubleshooting.
- Strong background in hardware diagnostics for laptops and mobile devices.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Relevant certifications (e.g., CompTIA A+, Network+, MCSA, or ITIL Foundation) are highly preferred.
- Ability to work autonomously in a Work From Home setup with a reliable high-speed internet connection.