Support Analyst, Level 2 - Centrered IT

About The Position

One of our operating companies, Centrered IT, is looking for a Support Analyst to join their team in Canberra.

As a Support Analyst, L2, you will be the primary point of contact for service escalation. You will support analysts and therefore clients to make the most of their IT environment under contractual or other arrangements. You can easily and seamlessly recognise the impact of identifying root cause analyse and on-the-spot fixes.

Responsibilities:

• Provide Level 2 technical support for escalated issues, ensuring timely resolution and high-quality service delivery.
• Assist in maintaining and supporting core infrastructure, including servers, Microsoft 365, backup solutions, patching, and system updates.
• Support the implementation and maintenance of secure ICT environments, following established security practices and guidelines.
• Install, configure, and troubleshoot network and infrastructure equipment (firewalls, routers, switches, and related technologies).
• Perform problem analysis and contribute to root cause investigations, working within Incident, Problem, and Change Management processes.
• Collaborate with senior engineers and other teams to resolve complex technical issues and improve service delivery.
• Provide responsive and professional support to clients via remote, onsite, and on-call support as required.
• Maintain accurate documentation, including tickets, system configurations, and knowledge base articles.
• Contribute to continuous improvement by identifying recurring issues and suggesting practical enhancements.

Skills required

• 2–4 years’ experience in IT support
• Certificate III in Information Technology (or equivalent experience).
• Experience supporting Microsoft 365 environments.
• Exposure to Azure environments (desirable).
• Experience with Windows 10 / 11 administration and support.
• Strong troubleshooting and incident resolution skills.
• Good communication skills and attention to detail.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.
• Willingness to learn and develop technical skills, with the ability to support and share knowledge with team members.

Benefits

• Work from home up to 2 days per week
• Dedicated professional development time
• Monthly team lunch provided