Job Description

Service Desk Technician (Level 2) – Onsite (Central Coast)

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Service Desk Technician (Level 2) - Onsite - West Gosford

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About Us

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CCTS is the leading provider of holistic technology solutions on the Central Coast. With over 37 years of experience, we deliver a wide range of services including IT support, phone systems, NBN, security systems, and more - all under one roof.

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We pride ourselves on delivering exceptional service to our clients while creating a friendly, collaborative, and empowering workplace for our team.

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The Role

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We're looking for a skilled and motivated Level 2 Service Desk Technician to join our growing team. This is a hands-on role where you'll provide technical support across both IT infrastructure and Telecommunications, playing a key part in ensuring our clients' systems run smoothly and securely.

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You'll have the opportunity to work on a wide range of technologies and develop your skills across Microsoft 365, Voice services, Networking, Entra Cloud, AWS Cloud, and much more. If you're a tech-savvy problem-solver who enjoys variety and takes pride in excellent customer service - we want to hear from you.

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This is primarily an office role based in West Gosford (not remote) with occasional onsite visist for reactive support or project related work.

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You must be currently based in Australia with unrestricted working rights (no sponsorship available).

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Key Responsibilities

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Balance a multi-client ticket queue while consistently delivering excellent customer service

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Provide support for desktops, laptops, mobile devices, printers, and business-critical software.

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Administer Microsoft 365 tenants, including user management and Intune configurations.

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Act as an escalation point for other technicians and contribute to customer solutions.

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Configure and manage Windows Server, Active Directory, and Microsoft Entra environments.

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Work across virtualisation platforms such as Hyper-V, VMware, and Proxmox, with exposure to cloud infrastructure hosted in Microsoft Entra and Amazon Web Services (AWS).

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Deploy and troubleshoot firewalls, switches, and Wi-Fi systems (Fortigate, Sophos, Ubiquiti, DrayTek).

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Configure and manage backup and disaster recovery solutions using Datto BCDR, including monitoring backup health and assisting with recovery testing.

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Support and configure hosted phone systems and VoIP infrastructure.

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Monitor system performance, perform diagnostics, and respond to alerts.

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Assist with new user onboarding and secure offboarding processes.

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Participate in project work including upgrades, migrations, and deployments.

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Maintain accurate documentation and contribute to our internal knowledge base.

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What we're looking for (Mandatory)

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Solid experience with Windows desktop/server systems.

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Advanced knowledge of Microsoft 365 administration experience including licensing and complex Intune configurations.

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Advanced knowledge of Active Directory, Entra ID, and hybrid environments.

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Competency in diagnosing hardware, software, and networking issues.

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Understanding of virtualisation, cloud platforms, and security best practices.

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Experience with AutoTask and/or ConnectWise ticketing systems,

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Experience with RMM tools such as Datto/Ninja/Manage etc,

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Able to work onsite in West Gosford (not remote)

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Unrestricted right to work in Australia (no sponsorship available)

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Current NSW driver's licence

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Nice to haves (Preferred but not required)

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Relevant certifications (TAFE, University, or other industry certifications such as Microsoft, Cisco, VMware).

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Familiarity with scripting, automation, or infrastructure-as-code tools.

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Experience in hosted telephony systems and VoIP technologies.

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Knowledge of the NBN and telecom infrastructure.

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Why Join CCTS?

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At CCTS, we're a team that values growth, innovation, and collaboration. We support each other, challenge each other, and have a great time doing it. Here's what sets us apart:

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Free Home NBN After One Year: We take care of our team, offering free home internet as a thank-you for your commitment and contribution.

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Empowered Learning Culture: Professional growth is a priority. We invest in your development and empower you to excel in your role. Whether you're upskilling, getting certified, or diving into something new, we've got your back.

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Trusted Local Leader: Join a reputable company with over 37 years of experience leading the way in technology solutions across the Central Coast.

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Diverse and Engaging Work: Every day looks different here. You'll work across a wide range of projects and clients, keeping your skills fresh and your brain buzzing.

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Cross-Skilling Opportunities: Love to learn? You'll be exposed to multiple tech verticals and encouraged to expand your expertise.

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Modern Office Environment: Our new office in West Gosford is built for collaboration, creativity, and productivity.

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We Value You: At CCTS, you're not just a number. Your ideas, your work, and your wins are recognised and celebrated.

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Fun, Supportive Culture: Our team genuinely enjoys coming to work. It's a friendly and fun workplace where camaraderie and teamwork make every day enjoyable.

📌 Service Desk Technician (Level 2) - Onsite (Central Coast)
🏢 CCTS
📍 Central Coast Council