AERA
is a national Managed Services Provider ofbusinessCloud Solutions, IT Services, Voice, Data, Telephony, Cyber Security, Hosting, Ai Automation, Hardware and Licensing throughout Australia. You can see us at
We are a fast growing, dynamic and professional organisation with offices in Sydney, Canberra, Melbourne & Brisbane.
The role
We're looking for a agile, enthusiastic person to join our service desk to handle and take responsibility for 2nd level technical assistance, and assist our 1st Level team on the Service Desk for the clients we support across Australia; You will also be involved in technology projects and On-Boarding clients as required on a need basis.
This position will be based in our dedicated Office in London Circuit, Canberra CBD.
Previous experience providing remote technical support and working as part of an external helpdesk / managed services team will be highly regarded.
What you'll do
Duties expected in this role (but not limited to):
Providing second level support for all new and existing ICT support issues escalated to Level 2
Troubleshooting and diagnosing technical issues remotely, over the phone and in person
Provide support in the deployment, installation and maintenance of systems
Ability to develop, manage and maintain Office 365 environments
Advanced Knowledge of Active Directory and Azure AD
Managing Windows Server Technologies
Microsoft Cloud Technologies - Teams, SharePoint, Security and Compliance, Azure
VMware ESXi and Hyper-V
Infrastructure Design and Implementation
Effective engagement with 3rd parties to optimise outcomes
Participate in mentoring, knowledge sharing and advice to wider organisations




Great customer service with an attitude of willing to please and succeed
Ability to deliver a comprehensive IT systems audit and developing procedures and manuals where necessary
Developed interpersonal, negotiation, written and verbal communication skills
Strong organisational skills and attention to detail
Be an independent person who thrives in a fast-paced environment
Willingness to be hands-on and perform tasks of all levels of complexity when required from level 1 support through to leadership
A Driver's License
We don't expect you to have the following application knowledge, but you will be required to quickly adapt to the following if you don't have them already:
ConnectWise
IT Glue
N-Able N-Central RMM
Skills and experience
Minimum of 2 years' experience working on Networks, Desktops and Servers (Helpdesk background will also be considered beneficial)
Demonstrated experience supporting LAN and WAN infrastructures
A basic understanding and support methods for the above technologies
Superior communication skills, written and verbal, must be fluent in English and possess great phone manner
Demonstrated experience in operating within an IT support team environment and in meeting deadlines
Demonstrated successful experience in working within a Windows environment
Demonstrated successful experience in working within Virtual environments
Advanced knowledge in supporting PC software applications, particularly Microsoft Office Suite
Relevant qualifications in Information Technology or related field
What we offer
Friendly, rewarding environment
Fantastic work culture + supportive management + great work/life balance
Endless opportunities to grow and learn
Working with Mid-Market and Enterprise Network Technologies
#J-*****-Ljbffr

📌 Service Desk Analyst Helpdesk Level 2 (Canberra)
🏢 AERA CLOUD
📍 Canberra