The Role: This is a senior, hands-on IT support role combining L2/L3 escalations with regular on-site field support across Southeast Queensland. You'll act as a trusted escalation point within the IT team, resolving complex issues, supporting end users both remotely and on site, and working closely with IT leadership to keep operations running smoothly.
Responsibilities:
* Provide advanced (Level 2/3) technical support, both remotely and on-site, for IT issues and escalations
* Mentor and guide IT support staff, assisting with ticket resolution and promoting best practices
* Manage user accounts and ensure correct onboarding/offboarding procedures
* Maintain hardware inventory, coordinate orders, and organize e-waste disposal
* Log and track support requests, resolving software, hardware, and network issues
* Create and update documentation and knowledge base materials for IT support processes
* Assist with training sessions and real-world scenario simulations for ongoing staff development
* Liaise with senior IT teams for advanced troubleshooting and issue resolution
* Duties may vary as required to support evolving IT operations
Requirements:
* Bachelor's degree in IT (preferred), with 6+ years' IT support experience for large user groups.
* Strong technical proficiency with Windows, Entra AD, Office 365 Admin, Intune, hardware, and networking; Azure experience desirable.
* Experience supporting enterprise phone systems and using ticketing systems (e.g., ServiceNow, ConnectWise, Xurrent).
* Excellent customer service skills (in-person and phone), with strong troubleshooting and problem-solving abilities.
* roven stakeholder engagement, and ability to work independently
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