Level 2 IT Support Technician (experienced)

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 is a Geelong owned and operated managed IT provider. They look after businesses across Geelong, the Bellarine and the Surf Coast, including medical, aged care, schools, finance, legal and trades.

Workforce Extensions is seeking an experienced IT support technician to join the GravIT team at Level 2. At GravIT every technician is frontline. Their levels describe experience, not a tier.

Level 2 means you have already worked in IT support. You can handle most client issues on your own, you know when to ask for help and you are ready to help newer techs.

You will spend your day talking directly with clients by phone and email and solving their problems. You will also help their newer techs, so clients get the right answer quickly and the whole team keeps learning.

What you'll do

• Take client calls and emails and own each issue through to a fix
• Troubleshoot Microsoft 365, Windows, networking, devices and line of business software
• Help with security tasks such as patching, endpoint protection and following up security alerts
• Keep clients informed in plain language, so they understand what was done and why
• Help and guide their Level 1 techs on the phones, including stepping in on harder calls
• Keep clear notes and client documentation in their job management system

About you

• Practical, hands on experience in IT support, and comfortable handling most client issues on your own
• Excellent spoken and written English, and calm and clear on the phone. Clear communication is essential to this role
• Happy to share what you know and help less experienced techs
• Good working knowledge of Microsoft 365, Windows and small business networks
• Microsoft certifications, such as Microsoft 365 Administrator or Endpoint Administrator, are an advantage
• Based in or near Geelong and able to work from their North Geelong office

What GravIT offers

• A varied client base and a broad range of technology
• Ongoing training and support to keep building your skills
• A local team that cares about doing right by its clients

Hours and location

Full-time, 9am to 5:30pm, Monday to Friday, at our North Geelong office.