IT Support Level 2

IT Support Level 2 job description

The IT Support Level 2 role provides advanced technical support for hardware, software, and network issues that cannot be resolved at Level 1. This role is responsible for diagnosing and resolving escalated problems, maintaining systems, and supporting IT projects across New Zealand-based users and infrastructure.

IT Support Level 2 duties and responsibilities of the job

Key responsibilities of an IT Support Level 2 include:

Handling escalated support requests from Level 1, including complex hardware, software, and connectivity issues

Administering user accounts, permissions, and group policies via Active Directory and Microsoft 365

Supporting system installations, upgrades, and patching of devices and applications

Troubleshooting network issues including LAN, Wi-Fi, and VPN configurations

Maintaining documentation of incidents, resolutions, and standard operating procedures

Assisting with system imaging, backup recovery, and endpoint protection tools

Coordinating with vendors and service providers to resolve hardware or software faults

Ensuring support activities comply with New Zealand data privacy laws and internal IT security standards

IT Support Level 2 job qualifications and requirements

A diploma or degree in information technology or a related NZQA-recognised field is required.

Requirements include:

2–4 years’ experience in IT support or systems administration roles

Proficiency with Windows Server, Active Directory, and Microsoft 365 administration

Solid understanding of networking principles, including TCP/IP, DNS, and DHCP

Experience with endpoint management tools and support ticketing systems

Strong troubleshooting skills and ability to work independently

Knowledge of New Zealand IT compliance and data protection regulations

Excellent communication and documentation skills

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Salary for IT Support Level 2

72000 - 80000

25th percentile

72000

The candidate is new to the role or has limited experience and is building necessary skills.

50th percentile

75000

The candidate has moderate experience in the role, meets most requirements or has equivalent transferable skills, and may also have relevant certifications.

75th percentile

80000

The candidate has extensive experience and advanced skills for the role, and may also have specialised certifications.

Salary range based on three percentiles The starting salaries represent gross yearly salaries. They do not include bonuses, benefits or KiwiSaver.

Projected salaries for related positions

Job title

25th percentile

50th percentile

75th percentile

IT Support Level 1

60000

65000

70000

Systems Administrator

80000

85000

95000

Application Support

65000

75000

95000

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