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.

This is a full-time onsite role.

Key Responsibilities – Level 1 Support

- Act as the first point of contact for IT incidents and service requests.
- Provide day-to-day support for desktops, laptops, mobile devices, printers, and peripherals.
- Diagnose and resolve standard hardware, software, and operating system issues.
- Perform user account administration.
- Support business applications, including Microsoft 365, ERP, and other line-of-business systems.
- Accurately log, categorise, prioritise, and document incidents and requests in the service management system.
- Maintain clear communication with users and provide guidance to improve the effective use of systems.
- Escalate unresolved or complex issues in accordance with escalation procedures.

Key Responsibilities – Level 2 Support

- Investigate, troubleshoot, and resolve complex, recurring, or escalated technical issues.
- Provide on-site and remote support for servers,



infrastructure, and business-critical systems.
- Support operational technology environments within approved access permissions, security controls, and change management frameworks.
- Install, configure, upgrade, and maintain servers, workstations, and network-connected devices.
- Assist with system upgrades, patching programs, rollouts, and infrastructure improvements.
- Liaise with third-party vendors and managed service providers to resolve incidents and deliver services.
- Participate in IT projects, system implementations, audits, and continuous improvement initiatives.
- Conduct root cause analysis and contribute to problem and knowledge management.

Skills and Attributes

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

Qualifications and Experience

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

📌 IT Support Technician (Colac)
🏢 Minerva Foods Australia
📍 Colac