Newcastle, Newcastle, Maitland & Hunter NSW
Help Desk & IT Support (Information & Communication Technology)
Full time
Our client is expanding our team and looking for a highly skilled L3 Helpdesk Support Specialist to provide expert technical support and ensure seamless operation across our systems.
Position Overview:
The L3 Helpdesk Support Specialist will handle advanced technical issues, serve as the point of escalation for Level 1 and Level 2 support staff, and help maintain the overall health of IT systems and infrastructure. This is a key role in ensuring user satisfaction, resolving complex IT issues, and supporting the IT team to meet business needs.
Key Responsibilities: Advanced Troubleshooting : Provide expert-level support to diagnose and resolve complex issues related to operating systems (Windows, macOS, Linux), networking, and cloud services. Escalation Management : Act as the escalation point for higher-level issues and guide lower-tier support staff on best practices and solutions. System Maintenance : Monitor the health of IT systems, perform regular updates, and assist with deployment, patch management, and security implementations. Collaboration & Reporting : Work closely with IT management and other departments to resolve incidents, improve performance, and track ticket resolution metrics. Documentation & Knowledge Sharing : Maintain detailed documentation for troubleshooting processes, system configurations, and support procedures. Update knowledge bases for internal and end-user use. Incident Management : Respond to critical, high-priority issues promptly and ensure minimal business disruption. Lead problem-solving for recurring technical challenges. Training & User Support : Provide training for end-users on advanced tools and software applications, ensuring optimal use of technology. Required Qualifications: Experience : Proven experience in an L3 Helpdesk Support role, Systems Administration, or similar position. Technical Skills : Strong knowledge of Windows, macOS, Linux OS, and networking protocols (TCP/IP, DNS, DHCP, VPN). Experience with cloud environments. Problem Solving : Strong analytical skills with a history of successfully resolving complex technical issues. Communication : Excellent verbal and written communication skills for clear technical explanations and user guidance. Customer Service : A customer-centric approach with a focus on timely and effective issue resolution. Preferred Qualifications: Certifications: CompTIA A+, Network+, MCSE, or similar. Automation: Familiarity with scripting languages. ITIL knowledge or certification. Experience with virtualization and remote desktop tools. What They Offer: Competitive Salary : $60,000 - $110,000 based on experience. Career Growth : Opportunities for ongoing learning and development. Work Flexibility : Options for remote work and a flexible schedule. Positive Culture : Be part of an inclusive, collaborative team in a growth-focused company. How to Apply:
If you are interested, please send your latest CV to and I will follow up with a call.
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