Level 2 / 3 Service Delivery Technician (Warragul)

Company Overview Biz-IT Australia, based in Warragul, Victoria, is a leading provider of managed IT services and solutions in Regional Victoria. We specialize in cloud services, cyber security & compliance, digital phone systems, and hardware/software support. Biz-IT delivers reliable, innovative IT solutions tailored to local businesses. Join our team for a collaborative work environment focused on growth and customer satisfaction. Job Description As a Level 2 / 3 Engineer, you will provide advanced remote and onsite IT services. From troubleshooting complex technical issues to maintaining and optimising network infrastructure, your role is crucial in ensuring smooth operations and enforcing robust cybersecurity practices. Core Responsibilities
- Troubleshoot and resolve escalations from other technicians.
- Provide support for a diverse mix of clients via phone and onsite.
- Develop your technical, documentation, and process skills.
- Work with M365, Active Directory, Entra, Backup, Network, Google and other technology vendors.
- Mentor and support team members.
- Participate in projects with the Professional Services team.
- Manage inbound support requests efficiently to meet service level expectations.
- Install, configure, and maintain computer systems, software, and peripherals.
- Collaborate with internal teams to identify and implement IT solutions.
- Work on infrastructure upgrades, software deployments, and process improvements.
- Perform system upgrades, backups, and routine maintenance tasks.
- Document IT procedures, configurations, and troubleshooting steps.
- Respond to incidents and outages promptly, ensuring effective communication.
- Ensure compliance with security policies and procedures.
- Participate in on-call rotations and provide after-hours support when necessary.
- Perform root cause analysis on incidents to prevent recurrence and improve system reliability.
- Ensure network devices are installed, maintained, and configured to documented standards.
- Identify and report cybersecurity weaknesses, providing recommendations to the service manager.
- Maintain a low count of ticket queues through efficient and effective problem resolution strategies. Key Experience
- Minimum of 3+ years of experience in a technical support role.
- Strong knowledge of networking, Windows operating systems, and virtualisation.
- Experience with M365, Google Workspace, Active Directory, Entra, Backup, and Network technologies.
- Excellent troubleshooting and problem-solving skills.
- Strong verbal and written communication skills.
- Experience with ticketing systems and IT support processes.
- Proven track record of high-level personal delivery.
- Ability to work under pressure and adapt to changing priorities. Preferred Skills
- Familiarity with MSP Management Tools.
- Understanding of 365 functions, Intune, Entra, Sharepoint
- Knowledge of scripting languages (e.g., PowerShell, Python).
- Understanding of networking concepts and devices (e.g., switches, routers, firewalls). Requirements
- Valid driver's license.
- Must be an Australian Citizen or Permanent Resident.
- Probity checks required, including current Working with Children and Police Checks.
- Probity checks can be obtained after job offer if not currently held Benefits
- Competitive salary package (negotiable)
- Paid overtime (when required)
- Opportunities for career development and continuous learning.
- Work in a supportive and collaborative workplace.
- Exposure to diverse technical challenges and projects.
- Comfortable Modern Workplace
- Work Laptop + Phone provided
- Monthly staff lunches Salary Full Time Role
- $75,000 – $90,000 per year #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rr81n