Onsite Support Technician

Are you passionate about solving tech problems and enjoy working directly with end users? Join our growing team as an Onsite Support Technician, you will be supporting one of our major education industry clients located in a northern/southern Melbourne suburb. You'll be the onsite face of our support team, helping the client’s staff and students, engaging with school leadership and delivering hands-on IT support that makes a real difference to the school community.

Our Head Office location is based at Collins Square in Melbourne.

About the Role

As an onsite technician, you'll be the trusted face of IT at the school - a role that demands both hands-on technical skill and the professional maturity to engage credibly with the Principal, Business Manager, and teaching staff. You'll exercise independent judgment daily, knowing when to resolve, when to escalate, and how your decisions affect the broader school community. You'll be supported by our remote Service Desk team and have clear escalation paths for more complex technical issues, along with being supported by an account management team for ongoing and higher-level client engagement.

This role is ideal for someone with at least 5+ years’ experience in IT support, who enjoys variety, solving problems, and delivering great service.

Key Responsibilities

Provide onsite support for desktops, laptops, printers, mobile devices, and office applications.

Troubleshooting of Windows (10/11), Microsoft Office applications and other BAU application in use by the school.

Support and troubleshoot issues with Microsoft 365, Google Workspace, and mobile platforms.

Perform basic network troubleshooting (LAN/WAN).

Assist with hardware support and replacement for PCs, laptops, printers, and peripherals.

Support end user onboarding, offboarding, and hardware setup or relocation.

Document work clearly in our ticketing system, following processes and SLAs.

Provide exceptional customer service onsite, with clear, professional verbal communication.

Maintain accurate asset registers and assist with lifecycle planning for devices across the fleet

Support AV and classroom technology (interactive displays, projectors, video conferencing)

Contribute to IT planning conversations (e.g. refresh cycles, rollouts) and relay relevant client feedback and emerging issues to the account management team.

Work closely with Level 2 technicians, L3 engineering, account managers and escalate when required.

Adhere to school policies around student data, privacy, and appropriate technology use, along with awareness of relevant Victorian legislation.

Requirements

Minimum 5+ years’ experience in a similar IT support or desktop support role.

Experience supporting or working within a school or education environment (understanding of the rhythm of a school year, exam periods, enrolment, staff onboarding, is genuinely valuable here)

Ability to manage competing priorities during high-pressure periods (e.g. start of term, exams)

Strong customer service skills and the ability to communicate clearly with non-technical users.

Comfort working autonomously without day-to-day supervision on site

Current Victorian Working with Children Check or the ability to obtain one (mandatory).

Experience with:

Windows 10 and 11

Microsoft Office suite.

Active Directory administrative tasks and Group Policy creation.

Experience with full administrative capabilities in Microsoft 365 including Exchange Online and Entra ID.

Exposure to Google Workspace (Gmail, Google Drive) and Google Admin console

Deployment and support of printers, laptops, desktops, and common peripheral devices.

Basic networking concepts (DHCP, DNS, VLAN, wireless connectivity) and troubleshooting around these.

Strong documentation and problem-solving skills.

A proactive, self-motivated approach—you take initiative and go the extra mile.

Full driver's licence and access to a reliable vehicle (Attendance at site on time is essential for this role).

Australian citizenship or permanent residency required for this position.

Nice to Have

IT certifications (e.g., CompTIA A+, Microsoft Fundamentals, ITIL Foundation).

Prior experience in an MSP or customer-facing field services environment.

Exposure to ConnectWise Manage or similar ticketing systems.

What We Offer

Ongoing training, mentorship, and clear career progression to Level 2 and beyond.

A supportive, collaborative team environment with access to a wide range of tech.

The opportunity to build strong relationships with clients and make a real impact daily.

Employer questions

Your application will include the following questions:

• Are you legally authorized to work in Australia?

• How many years' experience do you have as an Onsite Support Technician?

• Do you have professional experience troubleshooting and repairing hardware issues on PC and laptop?

• Do you have your own vehicle and a full Australian Driving Licence?