Senior Support Technician
Both Brains provides managed IT services for small local businesses to large multi-national companies. As digital natives, we understand the complexities of modern business IT and aim to help businesses simplify that complexity.
We are a small, passionate team that values collaboration, innovation, and excellence, and we love working hard to keep our customers’ IT environments simple and secure. We work with awesome customers who value our expertise to help them grow and succeed.
About the Role:
This is not a role where you simply close tickets and move on. As a Senior Support Technician, you will combine strong technical troubleshooting with customer relationship management, project delivery and mentoring. One day you might be resolving a complex Microsoft 365 issue, the next you could be helping onboard a new customer, improving a security configuration, supporting a migration, or advising a client on how to make better use of their systems.
You will be a senior escalation point for the support team, a steady pair of hands for customers, and an important part of how Both Brains delivers practical, proactive and human IT support.
What you will be doing:
Provide timely, professional technical support across Microsoft 365, cloud services, networking, security and end user technology.
Act as a senior escalation point for complex or unresolved issues, taking ownership from investigation through to resolution.
Build trusted relationships with customers through clear communication, practical advice and strong follow through.
Lead or contribute to technical projects including Microsoft 365 changes, security improvements, cloud and infrastructure work, device management, migrations and customer onboarding.
Identify opportunities to improve customer environments, reduce recurring issues and strengthen security, reliability and productivity.
Mentor and support junior technicians by sharing knowledge, providing guidance and helping build team capability.
Create and maintain accurate documentation, knowledge base articles, project notes and ticket updates.
Collaborate with engineers, project leads, vendors and customer stakeholders to deliver work smoothly and professionally.
Represent Both Brains in a way that is friendly, practical, technically credible and easy for customers to deal with.
What you will bring:
Experience supporting Microsoft 365 environments in a managed services, internal IT or technical support role.
Strong troubleshooting skills across users, devices, cloud applications, networks and business systems.
Confident Microsoft 365 administration skills, ideally including Exchange Online, SharePoint, OneDrive, Teams, Entra ID and Intune.
Good understanding of Azure, identity, access, endpoint management and security best practice.
Networking experience across switches, wireless, VPNs and firewalls. Fortinet, Ubiquiti and MikroTik exposure would be useful.
Comfortable working with PowerShell or automation, or keen to keep building capability in this area.
Experience contributing to technical projects, customer onboarding, migrations or implementation work.
Excellent communication skills, including the ability to explain technical concepts in plain English.
A proactive, customer first mindset with the confidence to suggest practical improvements.
A full, clean driver licence and access to a vehicle.
The kind of person who will thrive:
You are naturally curious and enjoy getting to the root cause of a problem.
You care about customers and understand that good IT support is about people as much as technology.
You take ownership and follow through, even when the answer is not obvious straight away.
You enjoy learning, sharing knowledge and helping others grow.
You are calm under pressure, practical in your advice and comfortable working in a small team where everyone contributes.
You have no ego about asking questions, improving processes or doing what is needed to get a good outcome.
Why Both Brains
Work with a wide variety of customers, industries and technologies.
Get exposure to managed services, cloud, cybersecurity, Microsoft 365, AI, infrastructure and project delivery.
Join a supportive team that values collaboration, learning and practical problem solving.
Be part of a business that focuses on customer outcomes, not just ticket numbers.
Develop your career in an environment where your ideas, ownership and contribution genuinely matter.
Ready to do meaningful IT work with good people?
If you are technically strong, customer focused and ready to step into a role with more ownership, variety and impact, we would love to hear from you.
You must have the right to live and work in this location to apply for this job.
Apply now via Seek, or for more information contact our General Manager, Jenni Powell - jenni@bothbrains.com
Short listed applicants will be contacted.