Level 2/Senior Helpdesk Technician

GravIT are your one stop IT management and web hosting provider. They have been servicing clients small, medium and large across the Geelong region for over 25 years.

WE at Workforce Extensions are seeking career focused individuals to join the GravIT team in the role of Level 2/Senior Helpdesk Technician.

These fast paced positions will contribute to GravIT's dedication to ensuring their clients receive prompt and efficient technical assistance.



Key Responsibilities:

• First Point of Contact: Act as the primary point of contact for all IT-related enquiries via phone or email, addressing or escalating client queries as necessary.
• Onboarding/Offboarding: Efficiently manage the onboarding and offboarding processes for users, encompassing the setup and removal of hardware, software, and access rights.
• Email Account Management: Create, modify, and delete email accounts on both cPanel and Office365 platforms, ensuring proper configuration and access.
• Basic Troubleshooting: Address common IT challenges, guiding users through step-by-step solutions and escalating more intricate issues to higher-level support when necessary.
• Documentation: Diligently maintain up-to-date records of all interactions, problems, and resolutions in GravIT's Job Management System.
• Continuous Learning: Stay updated with new technologies, software updates, and best practices, and make the most of the training opportunities provided by GravIT.

To be considered we are seeking applicants who have an ability to provide a wide range of support services to clients and have the ability to make decisions autonomously.

In addition, the following skills, attributes and experience would be highly regarded;

• At least 2 years experience in technical support role
• IT experience in multi server, multiple sites, and multiple domain environments.
• Demonstrated experience in supporting MS and O365 services (Exchange Online, SharePoint Online, One drive, MS Teams)
• In-depth knowledge of Windows and Mac OS environments
• Experience with hardware troubleshooting and upgrades
• Experience with backup technologies (On Prime and Cloud)
• Experienced in providing step by step technical help (written and verbal both)
• Intermediate Networking skills - Routing/switching/wireless
• MSP experience and/or experience with supporting schools is highly advantageous
• Highly developed problem-solving capability
• Exceptional interpersonal and communication skills
• Exceptional organisational and work management skills, in particular the ability to meet objectives and produce deliverables within agreed timelines
• Ability to obtain working with children check
• Car/License required for onsite field work

GravIT are proud of fostering the professional growth of their team members. Comprehensive training will be provided to equip you with the tools and knowledge needed to excel. The ideal candidate thrives in a dynamic environment and is committed to delivering excellence in every interaction.