IT Support Technician
Summary
First point of contact for customers at an IT services firm in Ballarat: handling high-volume support calls, raising tickets, and troubleshooting Microsoft 365, Windows, Active Directory, Wi-Fi, VPN and printer issues, with room to grow toward cyber security GRC.
Salary: $60,000 – $80,000 per year
About the role
We're looking for a customer-focused IT Support Technician to join our team in a full-time, office-based role, with an immediate start available. As the first point of contact for our customers, you'll be their go-to person for everyday technology needs, resolving issues and connecting them with our wider support team when needed.
Great support goes beyond resolving an issue. We want every customer to leave with confidence in their technology, clarity about the next steps and reassurance that someone is looking after them.
Key responsibilities
Represent Black Iron Technology Group as the first point of contact for customers, providing responsive support and resolving technical issues that affect their daily operations.
Manage a high volume of incoming calls within specified timeframes, gather accurate information and raise tickets for the wider support team.
Troubleshoot issues across Microsoft 365, Windows, Active Directory and everyday networking.
Assist with password resets, multi-factor authentication (MFA) and account unlocks, as well as Wi-Fi, VPN and printer problems.
Communicate clearly and professionally, ensuring customers feel informed, supported and heard throughout each interaction.
About you
A passion for IT and 1–3 years' experience supporting Microsoft 365 and Windows environments in a customer-focused role.
Experience in a Managed Service Provider (MSP), for at least 1–2 years in an MSP environment, is essential.
Formal qualifications are not required; we place greater value on relevant practical experience.
A positive, can-do attitude and a genuine desire to help and support others.
Excellent written and verbal communication skills.
High attention to detail, strong time management and the ability to work independently and with a team.
A solid foundation in the Microsoft stack, virtualisation, networking fundamentals, firewalls and routing.
An interest in developing your career in cyber security governance, risk and compliance.
A driver's licence.
Experience with PowerShell scripting, SQL and other programming or scripting languages is desirable but not essential.
About us
Black Iron Technology Group is a client-centric organisation focused on building long-lasting relationships. We deliver friendly, efficient, secure and diligent IT support that helps our customers keep their day-to-day operations running smoothly.