Level 2 IT Support Technician
Description
About us
Evongo is an IT partner focused on protecting and empowering businesses through technology. We help our clients reduce risk, improve security and maximise productivity by delivering practical technology solutions backed by responsive, reliable support.
We’re a team that takes pride in solving problems and getting results. We value continuous improvement, personal and professional growth, open communication and shared knowledge, and we take ownership of the outcomes we deliver.
Just as importantly, we’re friendly and approachable. We take the time to understand our clients, communicate clearly and make technology easier for the people who rely on it.
We’re looking for people who share these values, enjoy learning and developing their skills, and want to make a genuine difference to our clients and their businesses.
About the role
We are looking for a Level 2 IT Support Technician to join our team in Geelong, VIC. This is a full-time role for someone who enjoys solving technical problems, taking ownership and delivering great outcomes for clients.
As a Level 2 Technician, you’ll provide hands-on technical support across a range of client environments, troubleshooting and resolving more complex issues while supporting and collaborating with the broader technical team.
You’ll take ownership of issues through to resolution, communicate clearly with clients and colleagues, and look for opportunities to improve the reliability, security and productivity of the environments we support.
This is a great opportunity to broaden your technical skills, work across a diverse range of technologies and client environments, and continue developing your career with Evongo.
What you'll be doing
Providing second-level technical support to end-users, investigating and resolving complex hardware and software issues
Managing and prioritising support tickets, ensuring timely resolution and customer satisfaction
Troubleshooting network, connectivity, and system performance issues
Supporting the installation, configuration, and maintenance of IT hardware and software across the organisation
Assisting with user account management, permissions, and access control
Maintaining detailed documentation of issues, resolutions, and technical procedures
Escalating critical issues to Level 3 specialists or external vendors when necessary
Proactively identifying opportunities for system improvements and efficiency gains
Providing remote and on-site support as required
What we're looking for
Proven experience in a Level 2 or equivalent IT support role, or substantial hands-on technical experience in IT helpdesk environments
Strong technical knowledge of Windows and macOS operating systems
Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN technologies
Experience with ticketing systems and IT asset management tools
Proficiency in troubleshooting hardware issues, including desktops, laptops, printers, and peripherals
Familiarity with enterprise software applications and productivity tools
Excellent problem-solving abilities with a systematic approach to diagnosing and resolving technical issues
Strong communication skills, with the ability to explain technical concepts clearly to non-technical users
Customer service orientation with a commitment to delivering positive user experiences
Ability to work independently and as part of a team in a fast-paced environment
Relevant IT qualifications such as CompTIA A+, Microsoft Certified Associate, or equivalent certifications (preferred)
Knowledge of Active Directory, cloud services (such as Microsoft 365), and security best practices is advantageous
Experience within an MSP environment (preffered)
What we offer
We want our team to develop their skills, take on new challenges and build rewarding careers in technology. You’ll be part of a supportive team where knowledge is shared, good work is recognised, and everyone has the opportunity to contribute.
We offer:
Competitive salary based on your skills and experience.
Ongoing training and professional development, including support for relevant industry certifications.
Exposure to a broad range of technologies and client environments, giving you the opportunity to continually build your technical capability.
Genuine career development opportunities as your skills and responsibilities grow.
A collaborative and approachable team culture where people share knowledge and help each other succeed.
A workplace that values continuous improvement, ownership and work-life balance.
We believe the best technicians never stop learning. If you’re looking for a role where you can grow technically, take ownership and make a real difference for clients, we’d love to hear from you.