Job Overview

Our client is looking for an experienced Senior Service Desk Support Specialist (L2 SQL Support) to join the Service Desk team. This role will provide standard Service Desk support while also taking on more advanced application, software, and database support responsibilities. The ideal candidate will have a strong background in IT Service Desk environments, combined with hands-on experience supporting business applications, troubleshooting software issues, and working with databases.

Schedule

• Monday - Friday, 9:00 AM - 6:00 PM AEST/AEDT, with 1 hour unpaid lunch break (40 work hours per week)

Responsibilities

Service Desk Support

• Provide Level 1 and Level 2 technical support to users via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, network, and access-related issues.
• Log, track, prioritise, and manage incidents and service requests through the Service Desk system.
• Escalate complex or unresolved issues to the appropriate technical teams.
• Assist users with account, password, system access, and application-related issues.
• Maintain clear and accurate documentation of incidents, resolutions, and support procedures.

Application Support

• Provide technical support for business applications and software platforms.
• Investigate and troubleshoot application errors, performance issues, and user access problems.
• Work with internal teams and software vendors to resolve application-related issues.
• Assist with application configuration, updates, testing, and deployments where required.
• Monitor application performance and identify recurring issues or potential improvements.
• Create and maintain application support documentation and knowledge-base articles.

Database Support

• Perform basic database troubleshooting and support activities.
• Investigate database-related issues affecting applications or users.
• Run basic SQL queries and assist with data validation and troubleshooting.
• Work with database or development teams when more complex issues need to be escalated.
• Assist with maintaining data integrity and identifying potential database-related problems.

Additional Responsibilities

• Assist with IT projects, system upgrades, software implementations, and testing.
• Identify recurring technical issues and recommend improvements to reduce future incidents.
• Contribute to the development and improvement of Service Desk processes and procedures.
• Provide guidance and technical support to other Service Desk team members when required.
• Ensure all support activities follow company policies, security standards, and IT procedures.

Senior-Level Expectations

• Take ownership of more complex Service Desk and Application Support issues, assist with troubleshooting and root-cause analysis, and provide technical guidance to other members of the Service Desk team.

Requirements

• Previous experience in an IT Service Desk, Help Desk, or Technical Support role.
• Experience providing Application Support in a business or corporate environment.
• Experience troubleshooting software and business applications.
• Working knowledge of databases and SQL.
• Strong troubleshooting and problem-solving skills.
• Experience working with ticketing or IT Service Management systems.
• Good understanding of Windows operating systems, Microsoft 365, and common business applications.
• Ability to explain technical issues clearly to both technical and non-technical users.
• Key Attributes: Strong analytical ability, customer-focused approach, excellent written and verbal communication, proactive, organized, and comfortable working across both Service Desk and Application Support functions.

Qualifications

• Experience with ITIL or IT Service Management practices.
• Experience supporting enterprise or cloud-based applications.
• Experience with Microsoft SQL Server or other relational databases.
• Knowledge of application monitoring and troubleshooting tools.
• Experience working with software vendors and third-party support teams.
• Relevant IT certifications (e.g., ITIL, Microsoft, CompTIA, or equivalent).

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.