Job Title: Level 2 Field Technician
Department: Service Delivery
Location: Melbourne, Australia
Reporting Structure: Service Delivery Lead
Employment Type: Full-time
Company Overview
We are a national managed services provider delivering innovative IT solutions and exceptional customer service. As we grow, we remain committed to operational excellence, continuous improvement, and empowering our team through professional development and collaboration.
Position Purpose
The Level 2 Field Technician provides advanced onsite and remote technical support, acting as an escalation point for Level 1 engineers. This role is responsible for resolving complex incidents in the field, supporting infrastructure and application environments, and leading or contributing to projects when not engaged in fieldwork. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and proven experience in both hands-on support and project delivery.
Key Responsibilities
Field Support
- Provide onsite troubleshooting and resolution for escalated hardware, software, networking, and cloud service issues.
- Perform root cause analysis and implement long-term solutions at client sites.
- Support and maintain user accounts, permissions, and group policies in Active Directory and Microsoft 365.
- Assist with server, network, and security-related tasks in the field, under guidance from senior engineers.
Project Leadership
- Lead and coordinate IT projects (e.g., rollouts, migrations, upgrades) when not assigned to field support.
- Develop project plans, allocate tasks, and ensure timely delivery of project milestones.
- Liaise with clients and internal teams to define project requirements and deliverables.
- Document project progress, risks, and outcomes.
Collaboration & Escalation
- Work closely with Level 1 engineers to provide guidance and mentoring.
- Escalate unresolved issues to Level 3 or specialist teams with detailed documentation.
- Collaborate with project teams during rollouts, migrations, and upgrades.
Process & Documentation
- Contribute to the development and maintenance of the internal knowledge base.
- Document troubleshooting steps, solutions, and standard operating procedures.
- Identify recurring issues and recommend process improvements or automation opportunities.
Customer Experience
- Communicate effectively with users to understand issues and provide timely updates.
- Ensure a high level of customer satisfaction through professional and empathetic support.
- Participate in client meetings or reviews as required.
Tooling & Systems
- Use service management tools such as AutoTask to manage and track tickets.
- Utilise remote support tools and monitoring platforms to diagnose and resolve issues.
- Ensure accurate and consistent ticket documentation and time tracking.
Security & Compliance
- Follow security best practices and assist in implementing compliance measures.
- Support patching, antivirus, and backup monitoring activities.
- Report and respond to security incidents in line with company protocols.
Key Performance Indicators (KPIs)
- Contribution to knowledge base and process improvements
- Quality and completeness of documentation
- SLA Adherence (for both field and project work)
- Resolution time for escalated tickets
- Project delivery on time and within scope
- Customer satisfaction and feedback
Skills and Qualifications
- 2+ years of experience in a service desk, IT support role or field technician role
- Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking
- Experience with service desk tools, remote support platforms and project management.
- Excellent troubleshooting and analytical skills
- Strong communication and interpersonal abilities
- IT certifications such as Microsoft 365, or ITIL Foundation are advantageous
- Ability to work independently and collaboratively in a fast-paced environment