IT Support Technician

Job Description

Minerva Foods Australia is seeking an experienced Level 1 or Level 2 IT Support Technicians to join our team. The IT Support Technician will provide reliable, timely, and high-quality technical support across enterprise IT and operational technology (OT) environments. The role supports end users, business systems, and site-based technologies by resolving incidents and service requests, maintaining system availability, and contributing to the continuous improvement of IT services. The position operates in a business-critical environment where system uptime, information security, and effective service delivery are essential.

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This is a full-time onsite role.

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• Act as the first point of contact for IT incidents and service requests.
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• peripherals.
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• Diagnose and resolve standard hardware, software, and operating system issues.
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• Support business applications, including Microsoft 365, ERP, and other line-of-business systems.
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• Accurately log, categorise, prioritise, and document incidents and requests in the service management system.
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• Maintain clear communication with users and provide guidance to improve the effective use of systems.
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• Escalate unresolved or complex issues in accordance with escalation procedures.
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• Investigate, troubleshoot, and resolve complex, recurring, or escalated technical issues.
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• Provide on-site and remote support for servers, infrastructure, and business-critical systems.
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• Support operational technology environments within approved access permissions, security controls, and change management frameworks.
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• Install, configure, upgrade, and maintain servers, workstations, and network-connected devices.
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• Assist with system upgrades, patching programs, rollouts, and infrastructure improvements.
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• Liaise with third-party vendors and managed service providers to resolve incidents and deliver services.
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• Participate in IT projects, system implementations, audits, and continuous improvement initiatives.
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• Conduct root cause analysis and contribute to problem and knowledge management.
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Skills and Attributes

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• Strong technical troubleshooting and analytical skills.
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• Working knowledge of enterprise IT environments and service delivery practices.
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• Ability to work independently and collaboratively in a team environment.
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• Effective written and verbal communication skills.
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• Strong organisational, time management, and prioritisation skills.
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• Ability to remain calm and effective under pressure.
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• Willingness to participate in on-call and after-hours support arrangements.
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Qualifications and Experience

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• Tertiary qualification in Information Technology or a related discipline (or working towards).
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• Minimum two (2) years' experience in an IT support or technical role.
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• Experience supporting operational technology or multi-site environments is advantageous.
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