IT Support Analyst (Level 2) – Perth

About the role

SGS Australia is seeking a proactive Level 2 IT Support Analyst to join its Perth office. You will provide timely incident resolution and high‑quality service to a fast‑paced operational environment, supporting both local and global IT teams.

Key responsibilities

• Provide Level 2 support for moderate‑complexity technical issues escalated from the Global Service Desk.
• Deliver high‑quality customer service to the Australian end‑user community.
• Diagnose user needs, troubleshoot desktop, peripheral, and network issues, and implement effective solutions.
• Coordinate with local, regional, and global IT teams and vendors to resolve incidents.
• Perform hardware/software installation, imaging, and configuration of Windows OS devices.
• Manage Active Directory access and permissions.
• Support mobile devices, printers, cabling, conferencing systems, Wi‑Fi, LAN connectivity, and patching.
• Track, monitor, and communicate incident progress using ServiceNow.
• Provide urgent IT support to VIP staff and laboratory operations when required.
• Contribute to IT projects and business initiatives.

Required profile

• Proven experience in an IT support or support‑engineer role.
• Strong ability to troubleshoot and resolve technical issues both onsite and remotely.
• Experience supporting desktop environments, networks, and end‑user technologies.
• Excellent communication and stakeholder‑engagement skills.
• Ability to work effectively in a fast‑paced operational environment.
• Strong organisational skills with the ability to manage competing priorities.

Required skills

• Windows operating system installation, imaging, and configuration.
• Active Directory management.
• ServiceNow ticketing system.
• Desktop hardware and peripheral troubleshooting (printers, cabling, conferencing systems, Wi‑Fi, LAN).
• Network connectivity and patching.
• Mobile device support.
• Vendor technology and networking appliance support.

What we offer

• Opportunity to work for a globally recognised leader in testing, inspection and certification.
• Dynamic, fast‑paced environment with exposure to regional and global IT teams.