Level 3 IT Support Technician

Level 3 IT Support Technician

GCIT – Burleigh Heads, Gold Coast QLD

Help Desk & IT Support (Information & Communication Technology)

Full time | $80,000 – $95,000 + Super (Based on experience and capability)

Join a high-performing Gold Coast MSP with an unbeatable team culture

We're on the lookout for a Level 3 IT Support Technician to join our fast-growing MSP in Burleigh Heads. If you're passionate about solving problems, diving deep into infrastructure, and being part of a collaborative, values-driven team, this might be the perfect next step for you.

This role reports directly to our Chief Operating Officer (COO) and plays a key part in shaping how we deliver top-tier support to our growing client base. We're proud of our reputation, our five-star service, and our culture that genuinely supports each other to succeed, and have fun along the way.

About GCIT

We're a modern, cloud-focused Managed Service Provider based on the Gold Coast, with a strong focus on Microsoft Cloud technologies, cybersecurity, and automation. We work with small and mid-sized businesses across Australia and abroad, delivering outstanding service backed by nearly 150 five-star Google reviews.

What makes us different? Our culture.

We're committed to creating a workplace where people are supported, challenged, trusted and empowered. We share knowledge, pitch in when it's needed, and celebrate our wins together. No egos. No burnout. Just a great team doing great work.

Your Role

As a Level 3 Technician, you'll handle complex escalations, drive system improvements, and work closely with our Service Desk Coordinator to keep things running smoothly. You'll also work with our Projects team and play a key role in mentoring others.

You'll be accountable for:

- Resolving advanced tickets escalated from the Level 2 team

- Providing expert Microsoft 365, Azure AD, Defender, Intune, and SharePoint support

- Deploying and managing on-premise and cloud infrastructure

- Managing firewalls, site-to-site VPNs, VLANs and advanced networking

- Use automation tools such as RMM, PowerShell, and ImmyBot to provide consistent results for complex tasks

- Supporting phone systems (3CX or similar)

- Maintaining and improving documentation

- Assisting on project delivery when required

What We're Looking For

We're looking for someone with serious technical ability, a team-first mindset, and the ability to take ownership of their work. The right person will:

- Have 3+ years' experience in an MSP or similar Level 2/3 support role

- Be confident with Azure AVD, FSLogix, networking, firewalls, and server administration

- Know how to prioritise, manage time, and work to a schedule set by the Service Desk Coordinator

- Be an excellent communicator, written and verbal

- Be happy to pick up the phone and speak to clients rather than hiding behind email

- Take pride in being part of a tight, reliable, values-aligned team

- Hold Microsoft certifications or an IT degree (completed within the last 5 years)

- Hold a valid Australian driver's licence (occasional onsite visits required)

Nice-to-haves:

- Experience with Veeam, UniFi/UISP, ConnectWise Manage/Automate

- Familiarity with Group Policy and AD environments

- Passion for automation, documentation, and doing things the smart way

What You'll Love About Working at GCIT

• A fun, collaborative culture that values growth, balance, and people
• Full-time, in-office role based in Burleigh Heads, work alongside a supportive and high-performing team
• Strong leadership, clear structure, and well-scoped workloads
• Career development, mentoring, and a chance to shape your own pathway
• Work with modern, cloud-first tech stacks and genuinely supportive colleagues

Location

This is a full-time, in-office position based at our Burleigh Heads office.

You'll also need to be available for occasional on-site client work across the Gold Coast and Northern NSW.

How to Apply

Please submit your resume and a brief cover letter explaining why this role and GCIT are the right fit for you. We value authenticity, curiosity, and initiative so be yourself.