IT Support Technician
An IT Support Technician is a people-centred professional who helps deliver reliable outcomes in day-to-day operations. You'll work with end users, security stakeholders and maintain clear runbooks so decisions and actions stay on track. You'll own recurring tasks end-to-end, manage competing priorities and recommend small improvements that reduce friction. You'll be successful when stakeholders feel supported, work is well documented, and systems like Microsoft 365 are kept reliable and current.
What you’ll do day to day
- Contribute to security hygiene such as MFA, endpoint protection and basic audits
- Maintain documentation, FAQs and knowledge base articles for common issues
- Set up and maintain user access, devices and accounts in line with policies
- Monitor systems and alerts, escalating incidents according to runbooks
- Support basic network and application troubleshooting for end users
- Coordinate with vendors for troubleshooting and service requests as needed
- Respond to support requests, diagnosing issues and documenting outcomes in the ticketing system
Skills and tools to learn
Core skills: customer support, security mindset, prioritisation, documentation, troubleshooting
Software/Platforms: endpoint/security tools, ServiceNow/Jira, Microsoft 365, Azure/AWS basics
Methods/Knowledge: incident response runbooks, ITIL basics, access management
What you can earn
Courses to help you get this role
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