Level 3 Client Support Technician

Centacare; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Job summary

Centacare in Brisbane CBD is seeking a Level 3 Client Support Technician to join our Technology Solutions team. This full-time, office-based role focuses on resolving complex IT issues, managing devices, deploying technology, and contributing to small projects that improve our services.

You will escalate and troubleshoot across hardware, software, networks, and business apps, while maintaining documentation and adhering to ITIL and SLAs.

Qualifications

• Two years+ of advanced IT support experience in enterprise environments.
• Strong Microsoft 365, Intune, AD and PowerShell experience.
• Experience with Windows endpoints and enterprise apps.
• Solid understanding of ITIL, incident management and SLAs.
• Excellent communication and documentation skills.
• Bachelor's degree in Information Technology.

Responsibilities

• Provide advanced technical support and resolve escalated incidents across hardware, software, networks, and business applications.
• Support and administer Microsoft 365, Intune, Active Directory, and related Microsoft technologies.
• Manage and maintain end-user devices and applications using Microsoft Intune, including configuration and compliance.
• Develop and maintain PowerShell scripts to support administration and automation.
• Manage user onboarding and offboarding scripts, including account provisioning and access management.
• Participate in technology projects, deployments and infrastructure improvements.
• Manage incidents, problems and changes in line with ITIL practices and SLAs.
• Create clear technical documentation, knowledge articles and support procedures.
• Share expertise with Service Desk colleagues and help develop the team's capability.

Skills

Advanced IT support

Microsoft 365

Intune

Active Directory

PowerShell scripting

Windows and devices

ITIL & SLAs

Communication skills

Documentation

Education

Bachelor's degree in Information Technology

Tools

Windows Server

Azure

VMware

Job description

Level 3 Client Support Technician
Centacare | Brisbane CBD | Full-time, Office-based

Love solving tricky IT problems? Enjoy helping people? Ready for a role where you can do more than just close tickets?

We're looking for an experienced Level 3 Client Support Technician to join our Technology Solutions team, based in the heart of Brisbane.

This is a great opportunity for someone who enjoys getting into the detail of technical issues, finding practical solutions and making technology work better for the people who rely on it.

You'll work across a diverse technology environment, supporting users, improving systems and contributing to projects that make a genuine difference.

But there's something else that makes this role special.

We're a not-for-profit, purpose-led organisation, where the work we do has a real impact on the lives of children, young people, families and individuals who rely on our care and support.

And while you may not be working directly with the people we help, your contribution matters just as much. Every system you keep running, every problem you solve and every improvement you make helps our frontline teams focus on what they do best - caring for and supporting people across our communities.

Because here, great IT support isn't just about technology. It's about helping people make a difference in other people's lives.

About Centacare

Centacare is a non-profit community organisation that supports the strengthening of family and community relationships, particularly where there is vulnerability and disadvantage.

Our services are available to the entire community regardless of religion, circumstance, ethnicity, economic situation, age, gender or ability. We strive to deliver professional and accountable services while empowering our clients to find solutions and achieve their goals.

Our Technology Solutions team provides IT services across Centacare, supporting thousands of employees across a large network of locations.

It's a diverse environment, with interesting technical challenges, plenty of opportunities to learn and a team that understands the value of reliable, responsive IT support.

The opportunity

As our Level 3 Client Support Technician, you'll be a key escalation point for more complex technical issues, working alongside our Service Desk and specialist technology teams to keep systems running smoothly.

But this isn't just about troubleshooting.

You'll also be involved in device management, system improvements, technology deployments and smaller IT projects, helping us continually improve the way we support our people.

• Providing advanced technical support and resolving escalated incidents across hardware, software, networks, operating systems and business applications.
• Supporting and administering Microsoft 365, Active Directory and related Microsoft technologies.
• Managing and maintaining end-user devices and applications using Microsoft Intune, including configuration, deployment and compliance.
• Developing and maintaining PowerShell scripts to support administration, automation and system improvements.
• Manage user onboarding and offboarding scripts, including account provisioning and access management.
• Participating in technology projects, including equipment migrations, deployments and infrastructure improvements.
• Managing incidents, problems and changes in line with ITIL practices and agreed service level agreements (SLAs).
• Creating clear technical documentation, knowledge articles and support procedures.
• Sharing your expertise with Service Desk colleagues and helping develop the team's technical capability.

You'll also occasionally visit other sites to provide hands-on support or assist with technology deployments, with access to a shared fleet vehicle for work-related travel.

What we're looking for

We're looking for someone who's technically capable, genuinely enjoys helping people and takes pride in doing things properly.

Ideally, you'll bring:

• At least two years' experience providing advanced IT support in an enterprise or similarly complex environment.
• Strong hands-on experience with Microsoft 365, Intune, Active Directory and PowerShell scripting.
• Experience supporting Windows environments, end-user devices and common enterprise applications.
• A practical understanding of ITIL principles, incident management and working to SLAs.
• Strong troubleshooting skills and the ability to work through complex technical issues logically and independently.
• The ability to balance day-to-day support responsibilities with project work and changing priorities.
• Excellent communication and customer service skills, including the patience to support people with different levels of technical confidence.
• Strong documentation skills and attention to detail.
• A Bachelor's degree in Information Technology.

It would also be great if you have:

• Microsoft certifications.
• Experience with Microsoft server technologies, Azure or virtualised environments such as VMware.
• Experience supporting a geographically dispersed organisation.
• Previous experience in the not-for-profit or community services sector.

Above all, we're looking for someone who is approachable, proactive, adaptable and happy to work collaboratively.

Someone who doesn't just fix the immediate problem but looks for opportunities to prevent it from happening again.

Why join us?

Interesting and varied work

You'll work across a broad technology environment, supporting different services, systems and teams. No two days will be exactly the same.

More than just service desk support

You'll have opportunities to contribute to projects, improve processes, develop technical solutions and share your knowledge with colleagues.

Work that has real purpose

Behind every system you support are people delivering important services to individuals, families and communities across Queensland.

Opportunities to develop your career

This role provides an opportunity to build your technical capabilities and potentially progress towards System Engineering or IT Team Leadership.

Salary packaging benefits

As part of a not-for-profit environment, you'll have access to salary packaging arrangements that can help you make more of your take-home pay.

If you're an experienced IT support professional looking for a role where your technical skills, initiative and people skills will be genuinely valued, we'd love to have a conversation.

You don't need to know everything, but you do need to enjoy learning, solving problems and helping others.

Our Commitment to Keeping our Staff and Children Safe

Centacare is dedicated to ensuring the safety and wellbeing of all children in its care and maintains a zero-tolerance approach to any form of abuse. The protection of children is our highest priority.

To uphold this commitment, we conduct referee checks and criminal history screenings as part of our recruitment process, and employees working with children are required to hold a current Queensland Working with Children Check (Blue Card). Centacare is an equal opportunity employer and values diversity. We encourage applications from individuals from diverse backgrounds.