Service Desk Technician

BITS Technology Group is an award-winning IT solutions expert based on the Gold Coast, specialising in secure technology platforms for organisations experiencing rapid growth. We partner with ambitious business owners, boards, and managers in industries such as Not-for-Profit, Construction, Professional Services, and Health, helping them scale and automate their operations while maintaining robust cyber security. Our clients are typically businesses with 20–100 users and multiple sites across South-East Queensland, Australia, and New Zealand. Our Core Values At BITS Technology Group, our core values are very important to us. They're the principles that guide our decisions, shape our culture, and define who we are as a team. These five values define who we are: Genuine Relationships – Trusted Connections We build real, lasting relationships with our vendors, clients and each other, based on trust, respect, and authenticity. Drive & Encourage the Journey to Success We're motivated self-starters who support each other's growth and celebrate wins along the way. Consistent Quality – Exceeding Expectations We set the bar high. Excellence is our baseline, not our goal. Authentic & Effective Communication We say what we mean, mean what we say, and communicate with clarity, honesty, and purpose. Future Ready – Beginning Today We're proactive, forward-thinking, and always preparing for what's on the horizon, starting right now. Why BITS? BITS Technology Group are revolutionising the workplace. You spend 1/3 of your life at work and we believe in making that 1/3 of your life enjoyable and fulfilling. Not only do you get to work with a bunch of cool people, but there are also some really great perks Innovative Atmosphere Keeping an open environment is essential to developing a great work culture. We pride ourselves on continuously searching for new and better solutions for our clients and for our team. We encourage new ideas that push our limits and make us better as a company. Flexible Working Arrangements Upon passing your probationary period, staff can choose to work two days a week from home. We're flexible with these arrangements when the team need to move days around, just ask Social Events BITS focus on being friends first, colleagues second. With regular social work events, we strengthen our bonds and get to know each other as people. We believe developing relationships within our team adds tremendous value to what makes us a successful company. These events include company cruises, brewery events, go-karting, and much more If you know us, you know we have a bit of an obsession with beer and coffee. We love them so much we have kegs on tap for the office. Trust us, we make the most of it Benefits Home Internet Paid – We cover your home internet so you can stay connected without the extra cost. Gym Membership Options – Get your membership through us and enjoy exclusive savings. We're always looking to improve our team's skills in alignment with our clients needs. Our learning bounty board ensures there's always qualifications available for you to sink your teeth into and be rewarded for Time allotted during business hours as well as a bonus upon completion. Collaborative Relationship BITS are proud of having an open and honest relationship with our employees. We believe working together and listening to one another to push us to be better. Times have changed. Long gone are the days bosses demanding what employees do. We encourage employees to have conversations with management on how they can achieve better work lives and workflow. We are looking forward to adding another member to our growing support team. Service Desk Technician (Level 2) This position is for a skilled IT Support Technician with 2–3 years of experience, responsible for providing advanced technical support, maintaining infrastructure, and ensuring high levels of client satisfaction. Candidates must hold valid Australian work rights or eligibility to work in Australia. Experience: 2–3 years in a similar role Certifications: CompTIA Network+ or equivalent, M365 Fundamentals, CompTIA Security+ (helpful) Support scope: Handles moderately complex issues, supports servers, networks Supervision: Works semi-independently, escalates less frequently Office 365 Administration: Advanced configuration experience required for enterprise environments Typical Responsibilities: Troubleshooting escalated tickets (network issues, email flow problems, printer mapping across VPNs, etc.) Installing/configuring software/hardware Supporting common SMB infrastructure (e.g., Active Directory, Office 365, VPNs, basic firewalls) Working directly with vendors to resolve escalated issues and coordinate service delivery Writing or editing documentation and SOPs Participate in the on-call roster as required Beneficial Experience VoIP Experience (3CX, Freeswitch, Yealink) Ubiquiti Unifi experience Strong knowledge of IT security best practice Success in this role is defined by strong documentation practices, excellent communication skills, and a proactive approach to client service. A solid understanding of networking and security best practices is essential. You will be subject to regular performance reviews based on KPIs relevant to this role. Pay Bracket $68,000 with $77,000 TAE Application Process To apply for this position please upload your resume using SFTP: SFTP Address: resume.bitsgroup.com.au Username: apply Password: ksE7THgLgLMUPXY8 Copy your resume to the "drop-here" folder. Please note once uploaded the document will disappear. #J-18808-Ljbffr