IT Support Technician

Minerva Foods Australia is seeking an experienced Level 1 or Level 2 IT Support Technicians to join our team. The IT Support Technician will provide reliable, timely, and high-quality technical support across enterprise IT and operational technology (OT) environments. The role supports end users, business systems, and site-based technologies by resolving incidents and service requests, maintaining system availability, and contributing to the continuous improvement of IT services. The position operates in a business-critical environment where system uptime, information security, and effective service delivery are essential.

This is a full-time onsite role.

Key Responsibilities – Level 1 Support

• Act as the first point of contact for IT incidents and service requests.

• Provide day-to-day support for desktops, laptops, mobile devices, printers, and

peripherals.

• Diagnose and resolve standard hardware, software, and operating system issues.

• Perform user account administration.

• Support business applications, including Microsoft 365, ERP, and other line-of-business

systems.

• Accurately log, categorise, prioritise, and document incidents and requests in the

service management system.

• Maintain clear communication with users and provide guidance to improve the effective use

of systems.

• Escalate unresolved or complex issues in accordance with escalation procedures.

Key Responsibilities – Level 2 Support

• Investigate, troubleshoot, and resolve complex, recurring, or escalated technical issues.

• Provide on-site and remote support for servers, infrastructure, and business-critical systems.

• Support operational technology environments within approved access permissions, security controls, and change management frameworks.

• Install, configure, upgrade, and maintain servers, workstations, and network-connected devices.

• Assist with system upgrades, patching programs, rollouts, and infrastructure improvements.

• Liaise with third-party vendors and managed service providers to resolve incidents and deliver services.

• Participate in IT projects, system implementations, audits, and continuous improvement initiatives.

• Conduct root cause analysis and contribute to problem and knowledge management.

Skills and Attributes

• Strong technical troubleshooting and analytical skills.

• Working knowledge of enterprise IT environments and service delivery practices.

• Ability to work independently and collaboratively in a team environment.

• Effective written and verbal communication skills.

• Strong organisational, time management, and prioritisation skills.

• Ability to remain calm and effective under pressure.

• Willingness to participate in on-call and after-hours support arrangements.

Qualifications and Experience

• Tertiary qualification in Information Technology or a related discipline (or working towards).

• Minimum two (2) years’ experience in an IT support or technical role.

• Experience supporting operational technology or multi-site environments is advantageous.

• Current valid driver’s licence