Senior Technician

About GravIT
GravIT is a proudly Geelong-based IT management and web hosting provider that has been serving local businesses for over 25 years. As a rapidly expanding company, they work with a diverse customer base and expose our team to a range of new technologies. They're owned and operated locally, with a team that values clear communication and practical solutions.

The Role
On behalf of GravIT we at Workforce Extensions are looking for a Senior Technician who can provide technical support across the board. You'll handle everything from routine helpdesk queries to more complex system administration and troubleshooting tasks. In this role, you'll not only resolve issues of varying complexity but also offer expert advice to clients and support the growth of junior team members.

Key Responsibilities

• Advanced Technical Support & Issue Resolution
• Provide expert-level support for complex IT issues via phone, email, and onsite visits.
• Diagnose and troubleshoot technical problems requiring in-depth knowledge and experience.
• Manage client escalations, ensuring timely and effective resolution of critical issues.
• System Administration & Infrastructure Management
• Oversee onboarding and offboarding processes, including configuring and decommissioning hardware, software, and user access.
• Administer email systems on cPanel and Office365, ensuring configurations meet client needs.
• Assist in maintaining and improving IT infrastructure through routine maintenance, updates, and process enhancements.
• Mentorship & Knowledge Sharing
• Provide guidance and support to junior technicians, sharing your expertise and best practices.
• Contribute to the creation and updating of technical documentation and training materials.
• Client Relationship Management & Documentation
• Act as a trusted technical advisor, clearly communicating with clients about system issues and proposed solutions.
• Maintain accurate records of client interactions, technical issues, and resolutions within their Job Management System.
• Identify recurring issues and suggest improvements to prevent future problems.
• Security & Compliance
• Ensure client systems adhere to cybersecurity best practices and standards.
• Stay updated with emerging technologies and security trends to protect client infrastructure.

What We're Looking For

• At least 2 years' experience in a technical support role, with exposure to multi-server, multi-site, and multi-domain environments.
• Hands-on experience with Microsoft and Office365 services (Exchange Online, SharePoint Online, OneDrive, MS Teams).
• Strong knowledge of Windows environments is essential; experience with Linux is an advantage, while familiarity with Mac OS is beneficial but less critical.
• Proven hardware troubleshooting and upgrade skills.
• Familiarity with backup technologies (both on-prem and cloud).
• Intermediate networking skills, including routing, switching, and wireless.
• MSP experience and/or experience supporting schools is highly regarded.
• A good understanding of cybersecurity practices is a plus.
• Excellent problem-solving, organisational, and communication skills.
• A valid driver's licence for onsite field work, and the ability to obtain a Working With Children Check and pass a police check.

Why Join GravIT?
At GravIT, you'll work with a broad range of technologies and a diverse customer base, all within a supportive local team. They invest in their staff's growth with practical training and a work environment that encourages independent decision-making and career development.