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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