Level 3 Client Support Technician

About the role

Centacare, a not-for-profit community organisation, is looking for an experienced Level 3 Client Support Technician to join its Technology Solutions team in Brisbane CBD. The role is full-time and office-based, acting as a key escalation point for complex technical issues alongside the Service Desk and specialist technology teams. It also involves device management, system improvements, technology deployments and smaller IT projects.

Key responsibilities

• Provide advanced technical support and resolve escalated incidents across hardware, software, networks, operating systems and business applications.
• Support and administer Microsoft 365, Active Directory and related Microsoft technologies.
• Manage and maintain end-user devices and applications using Microsoft Intune, including configuration, deployment and compliance.
• Develop and maintain PowerShell scripts for administration, automation and system improvements.
• Manage user onboarding and offboarding scripts, including account provisioning and access management.
• Take part in technology projects such as equipment migrations, deployments and infrastructure improvements.
• Manage incidents, problems and changes in line with ITIL practices and agreed SLAs.
• Create technical documentation, knowledge articles and support procedures.
• Share expertise with Service Desk colleagues and help develop the team's technical capability.
• Occasionally visit other sites to provide hands-on support or assist with deployments, with access to a shared fleet vehicle.

Required profile

• At least two years' experience providing advanced IT support in an enterprise or similarly complex environment.
• Bachelor's degree in Information Technology.
• Ideally: Microsoft certifications, experience with server technologies, Azure or virtualised environments such as VMware, experience supporting a geographically dispersed organisation, and experience in the not-for-profit or community services sector.
• Strong troubleshooting skills, excellent communication and customer service skills, strong documentation skills and attention to detail.

Required skills

• Microsoft 365, Intune and Active Directory
• PowerShell scripting
• Windows environments and common enterprise applications
• Practical understanding of ITIL principles, incident management and SLAs

What we offer

• Salary packaging arrangements.
• Opportunities to contribute to projects, improve processes and share knowledge.
• Potential progression towards System Engineering or IT Team Leadership.