Senior IT Support Technician (Level 3)

About the role

Workforce Extensions is recruiting a Level 3 Senior IT Support Technician for the GravIT team in Geelong. GravIT is a locally owned managed IT provider serving businesses across Geelong, the Bellarine and the Surf Coast, including medical, aged care, schools, finance, legal and trades. Level 3 describes deep, broad experience: you will handle the hardest client problems and mentor Level 1 and Level 2 technicians. The role is full time, 9am to 5:30pm, Monday to Friday, at the North Geelong office.

Key responsibilities

• Take client calls and emails and own each issue through to a fix
• Troubleshoot 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
• Guide Level 1 and Level 2 technicians, including stepping in on harder calls
• Write clear documentation and help improve how the team works

Required profile

• Extensive experience in IT support and a track record of solving complex problems, ideally with a managed service provider
• Excellent spoken and written English, patient with non-technical people; clear communication is essential
• Enjoys helping other technicians learn and improve
• Based in or near Geelong and able to work from the North Geelong office

Required skills

• Strong troubleshooting across Microsoft 365, Windows Server, networking and security
• Microsoft certifications such as Microsoft 365 Administrator, Endpoint Administrator or Azure Administrator are an advantage

What we offer

• 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 focused on doing right by its clients