Senior IT Support Technician

We’re an award‑winning, fast‑growing IT Managed Services Provider based in the Central West – head office in Orange, with offices in Bathurst and Dubbo. We take our work seriously, not ourselves. We value great systems; great people and a great laugh should absolutely coexist.

Right now, we’re on the hunt for an experienced Senior IT Support Technician (Bathurst) who:

• Loves solving tricky problems
• Enjoys working with real humans (clients face to face included)
• Can explain tech without speaking fluent acronym(looking at you Mitch)
• Won’t be thrown off by the occasional bad joke (looking at you Casey)

The official bit

You’ll deliver senior-level, complex IT support and handle escalations to keep our clients running smoothly, securely and happily.  You’ll be the calm voice when things go sideways.

The honest bit

You’ll build great relationships, contribute your ideas and make a genuine difference for clients who rely on us every day. Yes, you’ll get plenty of tickets and need to meet professional development goals and business targets.

What you’ll be doing

Your mission (should you choose to accept it) is to keep clients happy and systems humming, almost like clockwork.  That includes:

• Handling incoming support requests across software, hardware, networking and cloud (phone, email, portal – you name it)
• Providing onsite and remote support to end users across all technologies
• Owning and documenting issues through to resolution (no ‘set and forget’ tickets here)
• Spotting patterns in recurring issues and proactively improving things
• Managing SLAs and client expectations like a pro
• Working closely with Service, Sales and Professional Services teams to uncover improvement and growth opportunities
• Tackling 2nd-level support and complex troubleshooting
• Assisting with infrastructure issues and escalations
• Helping improve how we do things (we want your ideas)
• Sharing your knowledge and new learnings with the team – because knowledge hoarding is not okay

Travel and other requirements

Most of our clients are located within the Central West, so you will need to jump into one of our fleet cars to support them onsite (scenic drives included). You will also be required to regularly attend the Orange office for meetings, training etc

If you are successful in the gaining this role, you’ll need a Police Check clearance and Working with Children Check.

Who you are

You’ll bring:

• Previous experience in IT support
• Strong communication skills (techy and human)
• Good time management and prioritisation skills
• Intermediate to advanced technical capability
• Confidence working with clients, colleagues and vendors
• A genuine commitment to great customer service
• A love of solving more complex problems and making things better – and ability to coach others to do the same
• Curiosity and a desire to keep up to date industry trends and emerging technologies
• Australian/NZ citizen or permanent resident (a must have)

The good stuff

• Full-time, permanent role
• Based in our Bathurst office (initial onboarding in Orange)
• Supportive, inclusive team culture (we’ve even won an award for it)
• Real development and progression as we continue to grow
• A workplace where competence matters, humour helps, and people like coming to work

If this sounds like your kind of role – and your kind of people – we’d love to hear from you.

Apply via SEEK with 1. your resume and 2. a tailored short cover letter telling us a bit about you.

No egos. No nonsense. Just good people doing great work.

Interested? Check out our website, LinkedIn or Facebook page to see who we are when we are not fixing stuff.