Position Overview
We are seeking a capable, customer focused IT Technician to support our clients across Microsoft 365, Google Workspace, and on premises environments. This role suits someone who thrives on technical variety, enjoys problem solving, and values both autonomy and teamwork. You will deliver hands on technical support, manage cloud services, contribute to projects, and ensure a consistently high standard of customer experience across all interactions.
Key Responsibilities
Technical Support & Operations
- Resolve customer support tickets promptly using the Managed IT ticketing system.
- Deliver Level 1–3 support depending on experience, including project work, onboarding, remote sessions, and on site callouts.
- Troubleshoot hardware, software, and network issues across client environments.
- Assist with and oversee remote access support sessions performed by technicians.
- Provide escalation support for difficult technical problems and complex customer situations.
- Working knowledge of essential 8 maturity model and ISM mapping.
Cloud & Infrastructure Management
- Manage and maintain Microsoft 365, Entra, and Intune environments.
- Administer and support Google Workspace applications and services.
- Apply and maintain best practices across Microsoft 365 and Google Workspace environments.
- Implement and monitor cybersecurity tools including firewalls, antivirus, and intrusion detection systems.
- Perform updates, backups, patching, and general maintenance across client infrastructure.
Team Leadership & Coordination
- Provide guidance and support to the internal team.
- Collaborate with colleagues to solve problems.
- Oversee internal communication between technical staff, management, and customers.
Administration & Communication
- Utilise effective communication in all customer and client interactions.
- Assist with user onboarding and offboarding, including account creation and permission management.
- Maintain procedures, documentation, and knowledge base articles.
- Provide clients with technical guidance, IT recommendations, and best practice advice.
- Carry out day to day administrative tasks and operational duties, including basic accounting tasks such as handling cash, reconciling payments, and preparing bank deposits where required.
- Liaise with customers to clearly understand and address their IT issues in order to provide effective support and communication throughout the resolution process.
Continuous Improvement
- Stay informed on emerging technologies, security trends, and industry developments.
- Identify issues, propose improvements, and contribute new ideas for service enhancement.
Essential Requirements
- Current Australian Driver’s Licence.
- Reliable vehicle suitable for work use.
- Current vehicle insurance.
Skills & Experience
- Strong knowledge of Windows and Microsoft Office environments.
- Experience with Microsoft 365, Azure, Entra, and Intune.
- Familiarity with Google Workspace administration.
- Familiarity with the Essential 8 and ISM mapping.
- Good communication, customer service, and problem solving skills.
- Ability to work both independently and collaboratively.
- Solid understanding of networking fundamentals.
- A degree or diploma in IT, computer science, or a related discipline (preferred).
- Minimum 2 years of experience in IT or a related field.
Key Behavioural Attributes
- Adapts well to new situations and maintains focus on achieving positive outcomes.
- Works independently and completes tasks efficiently.
- Prioritises customer satisfaction and collaborates effectively with colleagues.
- Communicates clearly with both customers and internal teams.
- Handles challenging situations thoughtfully, using evidence based analysis.
- Identifies issues early and contributes to process improvements.
- Accepts feedback constructively and shows commitment to professional growth.
- Applies relevant technologies effectively and uses available tools to enhance performance.
Work Location: In person
