About the role

Universal Computer Solutions is seeking an experienced IT Support Specialist (Level 2/3) to join our growing technical support team in Geelong, VIC. This is a full-time position that offers the opportunity to provide expert-level technical support to our clients and internal stakeholders. As an IT Support Specialist at Level 2/3, you will be a key member of our support infrastructure, responsible for resolving complex technical issues, escalating matters appropriately, and ensuring our clients receive timely and effective solutions. This role is essential to maintaining our reputation for delivering high-quality IT support services and directly impacts client satisfaction and retention.

What you'll be doing

1. Providing second and third-level technical support for hardware, software, and network-related issues, escalating from Level 1 support teams

2. Troubleshooting and resolving complex technical problems for end-users and internal staff across multiple platforms and systems

3. Diagnosing and resolving issues related to operating systems, applications, printers, network connectivity, and peripheral devices

4. Installing, configuring, and maintaining computer systems, software applications, and peripherals for clients and internal use

5. Documenting all support requests, resolutions, and workarounds in our ticketing system to maintain accurate records

6. Providing remote and on-site technical assistance to clients, following established service level agreements

7. Performing routine system maintenance, updates, and patches to ensure optimal performance and security

8. Collaborating with other IT team members to resolve complex issues and implement solutions

9. Maintaining detailed knowledge of IT hardware and software inventory across client environments

10. Assisting with helpdesk operations,



including managing support queues and prioritising tickets appropriately

What we're looking for

1. 3-5 years of experience in IT support, preferably at Level 2 or above in a help desk or similar environment

2. Proven expertise in troubleshooting Windows and/or macOS operating systems

3. Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN connectivity

4. Experience with remote support tools such as TeamViewer, AnyDesk, or similar applications

5. Proficiency with ticketing systems and experience managing multiple support requests simultaneously

6. Familiarity with common software applications and productivity suites (Microsoft Office, Google Workspace, etc.)

7. Experience with hardware diagnostics, installation, and configuration

8. Excellent verbal and written communication skills, with the ability to explain technical concepts in user-friendly terms

9. Strong problem-solving abilities and a methodical approach to diagnosing issues

10. CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent certification (preferred but not essential)

11. Experience working in a service-oriented environment with a commitment to customer satisfaction

12. Ability to work independently and as part of a team, managing time effectively and meeting deadlines

What we offer

At Universal Computer Solutions, we are committed to supporting the career development and wellbeing of our team members. We offer competitive remuneration packages,



ongoing training and certification opportunities to help you advance your technical skills and career within the IT industry. We provide a collaborative and inclusive workplace culture where your contributions are valued and your growth is encouraged. Our team benefits include flexible working arrangements where practicable, access to health and wellbeing programmes, and career progression opportunities within a growing organisation. We foster an environment of continuous learning, enabling you to stay current with evolving technology trends and develop expertise in emerging areas of IT support.

About us

Universal Computer Solutions is a trusted provider of comprehensive IT support and technology solutions. With a commitment to delivering reliable, efficient, and cutting-edge IT services, we support businesses and organisations across diverse industries in managing their technology infrastructure and maximising their operational efficiency. Our team is dedicated to providing exceptional customer service, maintaining the highest standards of technical expertise, and building long-term partnerships with our clients. We pride ourselves on our responsive support, proactive problem-solving approach, and our ability to adapt to the evolving technology landscape. At Universal Computer Solutions, we believe that strong IT support is fundamental to our clients' success, and we are passionate about delivering excellence in everything we do.

Apply now

If you are an experienced IT support professional ready to take the next step in your career and would like to join a growing team that values technical excellence and customer service, we would like to hear from you. Please submit your CV, cover letter, and any relevant certifications or qualifications to apply for this exciting opportunity with Universal Computer Solutions.

📌 IT Support Specialist (Level 2/3) (Warrnambool)
🏢 Universal Computer Solutions
📍 Warrnambool