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Drive operational excellence. Elevate customer experience.
Please read this before you apply We're a national managed services provider on a mission to deliver innovative IT solutions and exceptional service. As we continue to grow, we're looking for a Level 2 Field Technician to provide advanced onsite and remote technical support, acting as an escalation point for Level 1 engineers.
At Simple Biz, we pride ourselves on being Attentive, Trustworthy, and Excellent with Communication. We are also committed to 110% service, or as we call it, One10.
We are proud of our culture and are a team of like-minded individuals who help each other succeed. We have a great, fun work environment and are focused on developing our team to be the best versions of themselves.
Our head office in North Melbourne is fun & dynamic, with a train station and tram stop right on our doorstep.
About the Role
Reporting to the Service Delivery Lead the Level 2 Field Technician is responsible for resolving complex incidents in the field, supporting infrastructure and application environments, and leading or contributing to projects when not engaged in fieldwork. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and proven experience in both hands-on support and project delivery.
Key Responsibilities
Field Support
* Provide onsite troubleshooting and resolution for escalated hardware, software, networking, and cloud service issues.
* Perform root cause analysis and implement long-term solutions at client sites.
* Support and maintain user accounts, permissions, and group policies in Active Directory and Microsoft 365.
* Assist with server, network, and security-related tasks in the field, under guidance from senior engineers.
* Lead and coordinate IT projects (e.g., rollouts, migrations, upgrades) when not assigned to field support.
* Develop project plans, allocate tasks, and ensure timely delivery of project milestones.
* Liaise with clients and internal teams to define project requirements and deliverables.
* Document project progress, risks, and outcomes.
* Work closely with Level 1 engineers to provide guidance and mentoring.
* Escalate unresolved issues to Level 3 or specialist teams with detailed documentation.
* Collaborate with project teams during rollouts, migrations, and upgrades.
Process & Documentation
* Contribute to the development and maintenance of the internal knowledge base.
* Document troubleshooting steps, solutions, and standard operating procedures.
* Identify recurring issues and recommend process improvements or automation opportunities.
Customer Experience
* Communicate effectively with users to understand issues and provide timely updates.
* Ensure a high level of customer satisfaction through professional and empathetic support.
* Participate in client meetings or reviews as required.
Tooling & Systems
* Use service management tools such as AutoTask to manage and track tickets.
* Utilise remote support tools and monitoring platforms to diagnose and resolve issues.
* Ensure accurate and consistent ticket documentation and time tracking.
Security & Compliance
* Follow security best practices and assist in implementing compliance measures.
* Support patching, antivirus, and backup monitoring activities.
* Report and respond to security incidents in line with company protocols.
KPIs You'll Drive
* Contribution to knowledge base and process improvements
* Quality and completeness of documentation
* SLA Adherence (for both field and project work)
* Resolution time for escalated tickets
* Project delivery on time and within scope
* Customer satisfaction and feedback
What You'll Bring
* 2+ years of experience in a service desk, IT support role or field technician role
* Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking
* Experience with service desk tools, remote support platforms and project management.
* Excellent troubleshooting and analytical skills
* Strong communication and interpersonal abilities
* IT certifications such as Microsoft 365, or ITIL Foundation are advantageous
* Ability to work independently and collaboratively in a fast-paced environment
Why Join Us?
* Be part of a growing, forward-thinking MSP
* Work in a team that values learning and collaboration
* Influence and shape service delivery
* Enjoy a supportive culture with development opportunities
* Company Vehicle and tools of trade (Phone, Laptop, etc)
Requirements:
* Must have a Victorian or Australian equivalent Driver's Licence
* Must have a Police Check
* Must have a Working with Children Check
* ITIL v4 (Advantageous)
* Must have unrestricted work rights in Australia (citizenship or permanent residency)
This role is a fantastic opportunity to develop your skills further whilst being in a fun and enjoyable team; competitive salary, paid certifications and training, the industry's best recognition program, and many other benefits are on offer!
If this sounds like the opportunity that you have been searching for, please do not delay apply now to avoid disappointment!
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Your application will include the following questions:
* How many years' experience do you have as a Field Technician?
* Which of the following statements best describes your right to work in Australia?
* Do you have a current Australian driver's licence?
* What\'s your expected annual base salary?
* What\'s your highest level of education?
* Do you have a current Police Check (National Police Certificate) for employment?
* Do you have technical support experience?
* How much notice are you required to give your current employer?
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