Associate Systems Engineer – Service Desk

About the role

The Associate Systems Engineer – Level 2 Support provides technical assistance to customers and engineers within a 24/7 shift environment, supporting critical Federal Government services. The role is 100% onsite in a secure environment and requires an active NV2 Australian Government security clearance.

Key responsibilities

• Manage incidents using the Service Management tool, including remote installation and removal of applications.
• Provide Level 2 support to VIP end users, ensuring a high level of personalised service.
• Monitor and manage the Defence Service Management environment, covering security permissions, user accounts, and Defence Financial Services applications.
• Document incident resolutions, maintain work instructions and identify recurring incident trends.
• Collaborate with other teams to improve processes, handle periods of increased demand and resolve complex incidents within agreed service levels.

Required profile

• Australian citizenship with an active NV2 security clearance.
• Willingness to work a rotating 24/7 shift schedule and be 100% onsite.
• Previous Level 2 IT support experience in a large Microsoft enterprise environment.
• Strong troubleshooting, problem‑solving and independent ownership of issues.
• Professional attitude, strong communication skills and a customer‑focused approach.

Required skills

• Experience with Microsoft enterprise technologies.
• Knowledge of ITIL and SIAM processes (certification preferred).
• Proficiency with Service Management tools for incident handling.