Junior Technical Support Analyst - Level 2

Responsibilities

• Determining the difference between service requests, incidents, and problems, and categorising ticket priorities based on business impact.
• Deciding on the most appropriate troubleshooting approach for intermediate technical issues within their competency level.
• Determining when a ticket or issue requires escalation to a Senior Analyst, Development team, or external vendor.
• Judging when to create or contribute to knowledge base articles or process documentation based on recurring issue patterns.
• Disarming the office security alarm when rostered for early shift.
• Identifying and flagging improvement opportunities to the Support Desk Manager for consideration.

Requirements

• 1-2 years' experience in a technical support, helpdesk, or IT support role; exposure to a SaaS or enterprise software environment is advantageous.
• Working knowledge of SQL Server databases, Windows operating systems, POS/terminal systems, API integrations, and ticketing systems (Jira/Confluence).
• Demonstrated ability to diagnose and resolve intermediate hardware and software issues, with a structured and methodical troubleshooting approach.
• Customer service orientation, able to communicate clearly with both technical and non-technical end users, maintaining professionalism under pressure.
• Familiarity with writing database queries and reading API logs to support troubleshooting; formal training or equivalent practical experience acceptable.
• Comfortable working both independently and as part of a team, and willing to work flexible hours including weekends when rostered.
• Bachelor's degree in IT or equivalent qualification, or demonstrated equivalent practical experience.
• Full Driver's Licence held.

Core Competencies

Demonstrates strong technical support capabilities with a focus on troubleshooting intermediate hardware and software issues, utilizing SQL Server databases and API integrations. Maintains a customer service orientation while effectively communicating with both technical and non-technical users.