Service Desk Engineer - L2

Overview

L2 support for 7,700 users across villages/offices, handling clinical, corporate & SaaS systems.

Key Responsibilities

• system expertise
• technical support
• system audits
• problem management
• root cause
• saas support

Tasks

-Become a trusted subject matter expert by developing a deep understanding of how our internal systems and processes support daily operations and enhance the resident experience across our villages and offices. Use this insight to deliver context-aware, empathetic support that goes beyond technical fixes to truly meet the needs of our people. -Deliver meaningful support that blends technical expertise with empathy and customer experience. -Support system audits and compliance checks, ensuring software licensing, mobile connections, and other resources are optimised and aligned with organisational standards. -Engage in problem management by identifying recurring issues, conducting root cause analysis, and working with technical teams to implement long-term fixes that reduce disruption and improve service reliability. -Solve complex problems with purpose. Supporting clinical, corporate, and SaaS systems that directly impact resident & team member experiences.

Requirements

• intune
• itil 4
• comptia a+
• azure fundamentals
• active directory
• ccna

What You Bring

-You're a natural communicator who builds trust and rapport easily. Someone people turn to for help because you listen, explain clearly, and genuinely care. -Modern Desktop Administrator Associate, -Device management (e.g. Intune, AutoPilot, ABM, KNOX). -Experience working with enterprise applications (e.g. ERP, CRM, HRIS, clinical systems, or finance platforms). -You bring proven experience in Level 2 IT support within a large enterprise environment supporting multiple locations. -You have a strong track record of identifying patterns, contributing to problem management, and helping prevent repeat issues. -You have a strong understanding of ITIL 4 practices and hold an ITIL certification (or are working towards one). -ITIL 4 Foundation certification (strongly preferred). -365 Fundamentals -Active Directory, Exchange, and Entra ID. -CompTIA A+ or Network+ -5+ Years experience working with: -Windows 11 and Microsoft 365 environments. -A tertiary qualification in Computer Science, Information Technology, or a related field. -Network fundamentals (DNS, DHCP, VPN, firewalls). -Power Platform Fundamentals or similar -Azure Fundamentals, -Experience in Healthcare or Aged Care environments (preferred) -Cisco Certified Network Associate (CCNA) -SaaS platforms and clinical or business applications.

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Benefits

-Access to over 60 discounts with well-known brands across a variety of sectors including health and wellbeing, banking, insurance, and retail. -Additional wellbeing leave and flexible working arrangements. -Social club events, furry Friday's (bring your dog to work), free yoga and fitness classes and a free onsite gym membership -Monday to Friday role, with free onsite parking. -Convenient Ryman owned onsite café (Pioneers Café) with affordable coffee and delicious food options -Immerse yourself in a culture of continuous learning and personal growth

About Ryman Healthcare

-Quickly becoming a leader in retirement living and aged care. -Specializes in modern, purpose-built facilities. -Offers independent living, assisted living, and specialized dementia care. -Pioneered the 'Life's a Journey' philosophy, emphasizing vibrant lifestyles in supportive communities. -Incorporates beautiful gardens, recreational spaces, and integrated healthcare services. -Continues to innovate with plans to expand its village network and enhance healthcare offerings. -Known for unique design approach and in-house construction teams ensuring high-quality village design.

Sector Specialisms