Associate Systems Engineer- Service Desk
Kinetic IT is hiring an Associate Systems Engineer for Level 2 Service Desk support of critical Australian Federal Government/Defence services. The role handles incident management, VIP user support, and account administration in a Microsoft enterprise environment, working 24/7 rotating shifts fully onsite with an NV2 security clearance.
- Compensation
- Not disclosed
- Location
- Sydney NSW
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Part time
- Experience
- 25+ years
- Category
- It support
- Posted
Skills
Must have
- Australian Citizenship and an active NV2 Australian Government security clearance
- Willingness and flexibility to work in a 24/7 rotating shift environment, 100% onsite
- Previous experience in a Level 2 IT support role within a large Microsoft enterprise environment
- Strong troubleshooting and problem-solving skills, working independently with ownership of issues
- Positive and professional attitude with strong interpersonal and communication skills
- Customer-focused approach and confidence supporting VIP and high-priority users
- Willingness to seek assistance and collaborate with colleagues
- Knowledge and practical understanding of ITIL and SIAM processes
- Strong attention to detail and ability to adapt to changing processes, technologies, and operational requirements
Nice to have
- ITIL/SIAM certification
Full description
About The Role:
As an Associate Systems Engineer – Level 2 Support with Kinetic IT, you will provide technical support to customers and engineers, helping drive effective Incident Management within the ICT Service Desk.
You will work within a large and complex environment supporting critical Federal Government services. As a key member of the team, you will be responsible for delivering technical implementations and resolving issues for end users, while balancing service-level requirements with a strong focus on customer experience.
This is a hands-on role working within a 24/7 shift environment, 100% onsite, in a secure environment that requires an active NV2 Australian Government security clearance. The role is open to candidates based in Canberra, Sydney, or Perth.
Responsibilities will include:
- Manage incidents using the Service Management tool and provide technical support, including the remote installation and removal of applications.
- Provide experienced Level 2 support to VIP end users, delivering a high level of personalised customer service.
- Monitor and manage the Defence Service Management environment, including security permissions, user account configuration, and support for Defence Financial Services applications.
- Review and maintain work instructions, document new incident resolutions, and proactively identify recurring incident trends.
- Act as a key point of contact for the Service Desk and collaborate with other teams to identify process improvements, efficiencies, and periods of increased demand.
- Work collaboratively with technical teams to investigate and resolve complex incidents within agreed service levels.
- Ensure incidents and service requests are accurately documented and progressed in accordance with ITIL and SIAM processes.
What you’ll bring to the table:
- Australian Citizenship and an active NV2 Australian Government security clearance.
- Willingness and flexibility to work within a 24/7 rotating shift environment and 100% onsite.
- Previous experience in a Level 2 IT support role within a large Microsoft enterprise environment.
- Strong troubleshooting and problem-solving skills, with the ability to work independently and take ownership of issues.
- A positive and professional attitude, with strong interpersonal and communication skills.
- A customer-focused approach and the confidence to support VIP and high-priority users.
- A willingness to seek assistance and collaborate with colleagues when required.