Service Desk Technician

About the Role

Reporting into the IT Service Desk Team Lead, the Service Desk Technician will join our Information Technology team on a Full-Time basis at our Guildford branch (will change this for the Tomago ad). This role provides second line (Level 2) technical support, taking ownership of escalated incidents and complex service requests through to resolution for onsite and remote users. The role requires strong diagnostic capability to isolate faults across end user computing, Microsoft 365, Active Directory, networking and business applications, and to escalate with clear technical evidence where specialist involvement is required. Operating within ITSM processes and service levels, the technician maintains quality documentation and contributes to continuous improvement and an excellent customer experience.

Roster: Monday – Friday, 8.5 hours/day (including meal break)

Key Responsibilities

• Provide Level 2 support for incidents and service requests, resolving escalations across enduser hardware, applications, infrastructure and connectivity.
• Deliver remote and deskside support, including troubleshooting, hardware diagnostics, peripherals, user moves/adds/changes and VIP support.
• Support enduser technologies including Windows 10/11, Active Directory, Microsoft 365 (Exchange, Teams, OneDrive), printers, VPN and business applications.
• Perform device builds, imaging and provisioning, and diagnose endpoint issues related to configuration, patching and software deployment in line with standard operating procedures.
• Conduct structured troubleshooting and fault isolation prior to escalation, providing clear diagnostics, impact assessment and supporting evidence to infrastructure teams or vendors.
• Manage tickets end to end, prioritising workloads, meeting SLAs, communicating updates and escalating with clear troubleshooting evidence.
• Maintain quality documentation and knowledge articles, identify recurring issues, and contribute to service improvement and increased firstcontact resolution

Skills & Experience

• 2–4 years’ experience in an IT Service Desk or Desktop Support environment (Level 2 or similar).
• Relevant IT qualification and/or certifications desirable (e.g. ITIL Foundation, Microsoft certifications).
• Proven experience delivering both onsite and remote support with strong customer service focus.
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory, printers, VPN and business applications.
• Demonstrated experience resolving complex Level 2 incidents independently beyond initial triage, with a focus on fault isolation and reducing repeat issues.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, WiFi) and structured fault finding.
• Experience using ITSM tools, maintaining accurate documentation and contributing to knowledge bases.
• Exposure to endpoint management, imaging and software deployment tools (e.g. Intune, SCCM or equivalent).
• Strong written and verbal communication skills, with the ability to clearly explain technical issues and provide status updates.

Our Benefits

• Financial Benefits – Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & More than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown.
• Health & Wellness – Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career – Personal and Team Recognition (Made for More Awards), Internal Career Progression, Training & Upskilling through our award-winning WesTrac Institute.
• Additional Perks – Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

Our Company & Commitment

With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offering a wide range of mining and construction equipment and management solutions.

At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.

Reference Number: 5613