Level 2 IT Support Technician (Experienced)

About the role

Workforce Extensions is recruiting an experienced IT support technician for GravIT, a Geelong-based managed IT provider serving businesses across Geelong, the Bellarine and the Surf Coast. Level 2 describes experience, not a tier: you have already worked in IT support, can handle most client issues on your own and are ready to mentor newer technicians. The role is based at the North Geelong office, 9am to 5:30pm, Monday to Friday.

Key responsibilities

• 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 about what was done and why
• Guide Level 1 technicians on the phones, including stepping in on harder calls
• Keep clear notes and client documentation in the job management system

Required profile

• Practical, hands-on IT support experience, comfortable handling most client issues alone
• Excellent spoken and written English; calm and clear on the phone
• Willingness to share knowledge and help less experienced colleagues
• Based in or near Geelong and able to work from the North Geelong office

Required skills

• Good working knowledge of Microsoft 365, Windows and small business networks
• Microsoft certifications such as Microsoft 365 Administrator or Endpoint Administrator are an advantage

What we offer

• A varied client base and a broad range of technologies
• Ongoing training and support
• A clear path into a senior role