2nd Line IT Support Technician — Client-Facing & Mentoring

Workforce Extensions; Geelong; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Ongoing training

Local Geelong team environment

Job summary

GravIT in Geelong seeks an experienced Level 2 IT support technician to work directly with clients by phone and email, solving complex issues and guiding newer technicians. You’ll handle a broad range of tasks across Microsoft 365, Windows, networking, and security, while documenting all steps for future reference.

Based at the North Geelong office, you will contribute to a local team that values clear communication and practical problem solving. Full-time role with standard business hours.

Qualifications

• Practical hands-on IT support experience across client environments.
• Excellent spoken and written English; clear phone communication.
• Ability to guide junior technicians and document solutions clearly.
• Strong knowledge of Microsoft 365, Windows, and small business networks.

Responsibilities

• Take client calls and emails and own each issue through to a fix.
• Troubleshoot Microsoft 365, Windows, networking, devices and business software.
• Assist with security tasks such as patching and endpoint protection.
• Explain technical actions in plain language to clients.
• Mentor Level 1 techs on the phones and on harder calls.
• Keep thorough notes and documentation in the ticketing system.

Skills

IT support

Microsoft 365

Windows

Networking

Customer communication

Microsoft certifications

Tools

Microsoft 365 Administrator

Endpoint Administrator

Job description

GravIT in Geelong seeks an experienced Level 2 IT support technician to work directly with clients by phone and email, solving complex issues and guiding newer technicians. You’ll handle a broad range of tasks across Microsoft 365, Windows, networking, and security, while documenting all steps for future reference.

Based at the North Geelong office, you will contribute to a local team that values clear communication and practical problem solving. Full-time role with standard business hours.