Level 2 Technical Support Analyst

As a Level 2 Technical Support Analyst you will ensure to provide excellent customer service, assist escalations, Client engagement, product and solutions analysis and aim to meet Service Level agreement and fast resolution of the cases.

You will be responsible for providing advanced technical support and operational oversight for ICT systems and integrated digital solutions. The role acts as an escalation point for complex issues, performs root-cause analysis, supports system reliability, and contributes to continuous improvement across support operations.

Benefits

Benefit from career growth opportunities within a growing Australian tech company.

Be a pat of a collaborative and supportive team culture.

enjoy oportunities for continious learning and technical skill development.

Task & responsibilities

The Level 2 Tecnical Support Analyst shall be responsible for, but not limited to, the following:

• Provide Level 2 technical support, by assisting with incidents escalated from Level 1 and ensuring timely resolution in line with service expectations.
• Manage support cases through NetSuite, ensuring all communication, troubleshooting steps, and updates are accurately recorded.
• Monitor the support queue, prioritising cases based on urgency and customer impact.
• Coordinate onsite or remote support activities, including scheduling field technicians when required.
• Liaise with customers to clarify issues, provide updates, and ensure a positive support experience.
• Diagnose and resolve customer issues across software, hardware, network, and content layers, including applications, media players, displays, peripherals, and connectivity.
• Perform root cause analysis and structured investigations to identify underlying causes of recurring incidents and assist in recommending corrective actions.
• Conduct software and hardware testing, validating fixes, enhancements, and system stability to confirm reported issues and validate resolutions.
• Provide feedback to internal teams on recurring issues, customer pain points, and opportunities for service improvement.
• Support the preparation and staging of equipment for customer deployments, ensuring devices are labelled, documented, and ready for installation.
• Perform proactive system monitoring and diagnostics to identify potential issues and prevent service disruptions.
• Implement preventative maintenance actions to improve system reliability and reduce repeat incidents.
• Liaise with vendors and third-party suppliers to escalate issues, coordinate resolutions, and validate outcomes.
• Monitor and support SLA performance, ensuring incidents and requests are managed within agreed service targets.
• Coordinate with warehouse and deployment teams regarding support spares, stock availability, and staging requirements.
• Provide onsite and remote technical support when required, including approval and coordination of field technician visits.
• Review and validate technical quotes and change requests, ensuring accuracy and alignment with customer requirements.
• Prepare and maintain support documentation, including troubleshooting guides, incident reports, test results, staging records, and knowledge base articles.
• Asist with preparing periodic operational and performance reports to support service monitoring and improvement initiatives.
• Contribute to process improvement initiatives, including reviewing workflows, compliance, and tagging accuracy.
• Assist with training and proficiency checks for Level 1 support staff to improve support capability and quality.

Qualification & experience

• Diploma or higher
• Technical Support customer contact centre environment experience.
• Minimum 2 years of work experience in similar role
• Experienced with NetSuite CRM system - IS A MUST.
• Familiar and competent with quality management and systems.
• Experienced with supporting and staging media players, digital signage and AV equipment. 
• Experience in giving constructive input to colleagues regarding the quality and outcomes of their work.