Work arrangement
This is a hands on, primarily onsite role based at our modern Abbotsford office, providing in person support to employees while also supporting remote workers across the business. Occasional travel to the local data centre in Mitcham is required for hands on infrastructure support and troubleshooting.
Why you will enjoy working with us
* Modern Abbotsford office
* Onsite gym
* Onsite parking available
* High impact role with autonomy and visibility
* Exposure to both onsite and remote environments
* Opportunity to work within a global company, collaborating across teams and locations
Role summary
The IT Technician II role provides advanced end user support across laptops, desktops, core workplace applications, user accounts, and local site services. You will resolve complex Level 2 issues and selected Level 3 issues, act as an escalation point for junior technicians and service desk colleagues, and contribute to consistent standards, secure practices, and continuous service improvement.
This role includes site based ownership for the Melbourne location, encompassing IT asset management, device provisioning, and support for new starters and leavers. You will be trusted to work independently, take full ownership of outcomes, and ensure technology runs smoothly for the local team.
Key responsibilities
* Resolve complex Level 2 and Level 3 incidents relating to end user devices, user accounts, and core workplace applications.
* Act as an escalation point for Service Desk Technicians and IT Technician I colleagues.
* Review and prioritise tickets based on business impact, system priority, and urgency.
* Manage users, groups, and access within Active Directory, Entra ID (Azure AD), and Microsoft 365 services including Exchange Online.
* Install, maintain, and troubleshoot end user hardware, Windows operating systems, and software applications.
* Lead and assist with the setup, configuration, and maintenance of systems and services.
* Take site based ownership of the Melbourne office location, including asset management and device provisioning for new starters, leavers, and business as usual replacements.
* Coordinate laptop setup and distribution to colleagues, including shipping and tracking when required.
* Support the development and implementation of standards, policies, and procedures to ensure secure, reliable, and efficient use of IT systems.
* Perform network troubleshooting to isolate and diagnose common connectivity and performance issues.
* Liaise with third party vendors and suppliers for software, hardware, and service support.
* Follow up on tickets to ensure issues are resolved, documented, and closed appropriately.
* Maintain accurate records of work performed, actions taken, and communications with users.
* Identify opportunities for service improvement, automation, and efficiency.
* Carry out other duties as reasonably assigned.
Required skills and competencies
* Strong understanding of end user computing systems and devices.
* Proven ability to diagnose and resolve technical issues in a structured way.
* Strong customer service mindset with a professional and user focused approach.
* Excellent written and verbal communication skills.
* Ability to work independently, manage competing priorities, and make sound decisions with minimal oversight.
* Efficient and quick learner with the ability to adapt to new technologies and processes.
* Experience supporting Microsoft 365 services, including Exchange Online and Entra ID (Azure AD).
* Experience supporting Windows 10 and Windows 11 endpoints.
* Working knowledge of Windows Server administration and maintenance in hybrid or on premises environments.
* Working knowledge of information security best practices, including access control and authentication.
Experience requirements
* Minimum 3 years experience in an IT technician role or similar applicable position, with demonstrated Level 2 support capability.
Desirable qualifications and certifications
* Tertiary qualification in Information Technology, Computer Science, or related field.
* CompTIA Network+ certification.
* ITIL v3 or v4 Foundation certification.
* Microsoft certification related to Windows endpoint support or modern desktop administration.
Additional requirements
* Must be able to successfully complete a background check covering the past 7 years.
* Multi factor authentication is required on personal smartphones for access to company systems.
* Must be able to work primarily onsite in Abbotsford, and travel locally to a data centre in Mitcham for troubleshooting, including driving as required.