Level 3 Senior IT Support Technician (highly experienced)

Workforce Extensions; Geelong; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Ongoing training and support

Local Geelong team

Frontline role with influence

Job summary

GravIT, a Geelong-based managed IT provider, is seeking a Level 3 Senior IT Support Technician to join the GravIT team. You will handle high-level client issues, work with Microsoft 365, servers, networks, and security, and mentor junior staff.

You will communicate with clients daily by phone and email, provide clear explanations, and help improve internal processes. This is a full-time Geelong role based at our North Geelong office.

Qualifications

• Extensive IT support experience, preferably with an MSP.
• Strong troubleshooting across Microsoft 365, Windows Server, networking and security.
• Excellent spoken and written English; clear communication.
• Willing to mentor junior techs.

Responsibilities

• Take client calls and emails and own each issue through to a fix.
• Work through complex problems across Microsoft 365, servers, cloud services and networks.
• Help clients improve their security, using ACSC Essential Eight as a guide.
• Explain technical issues and options to clients in plain language.
• Help and guide Level 1 and 2 techs, including stepping in on harder calls.
• Write clear documentation and help improve how the team works.

Tools

Microsoft 365 Administrator

Endpoint Administrator

Azure Administrator

Job description

Level 3 Senior IT Support Technician (highly experienced)

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 a senior IT support technician to join the GravIT team at Level 3. At GravIT every technician is frontline, including our most senior people. Their levels describe experience, not a tier.

Level 3 means you have deep, broad experience. You can work through the hardest client problems and you are the person other techs turn to.

You will talk directly with clients by phone and email every day. You will also be the person our Level 1 and Level 2 techs turn to, helping them work through harder problems and grow their skills.

What you'll do

• Take client calls and emails and own each issue through to a fix
• Work through complex problems across Microsoft 365, servers, cloud services and networks
• Help clients improve their security, using the ACSC Essential Eight as a guide
• Explain technical issues and options to clients in plain language, including business owners and managers
• Help and guide their Level 1 and Level 2 techs, including stepping in on harder calls
• Write clear documentation and help improve how the team works

About you

• Extensive experience in IT support and a track record of solving complex problems, ideally with a managed service provider
• Strong troubleshooting skills across Microsoft 365, Windows Server, networking and security
• Excellent spoken and written English, and patient with people who aren't technical. Clear communication is essential to this role
• Enjoy helping other techs learn and improve
• Microsoft certifications, such as Microsoft 365 Administrator, Endpoint Administrator or Azure Administrator, are an advantage
• Based in or near Geelong and able to work from our North Geelong office

What GravIT offers

• A senior frontline role with real influence on how the team works
• A varied client base across many industries
• Ongoing training and support
• A local team that cares about doing right by its clients

Hours and location

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