Significant Work From Home allowance (hybrid structure) A supportive team that values good process and good outcomes Variety of work: multiple client environments, real troubleshooting, real responsibility Opportunities to develop into deeper specialisations (Microsoft 365, automation, security, etc.) About the Role Our client is an Australian Managed Services Provider that takes ownership of client outcomes — delivering responsive support, strong documentation, and clear communication. They covers a broad range of IT capability including Microsoft environments, cybersecurity thinking, backup/DR, and multi-site support — and take pride in doing the basics exceptionally well. Currently seeking a Level 1/2 IT Support Technician. You'll be part of the front-line team handling Level1/2 support across multiple client environments. This is a hands-on role — you'll troubleshoot, resolve, document, communicate, and occasionally head onsite when remote isn't the best option. Key responsibilities Provide Level 1/2 support across Microsoft 365, Windows, networks, printers, and business applications (remote onsite) Log and manage 100% of work in HaloPSA (their system of record) with strong ticket hygiene and clear notes Perform initial diagnostics, identify business impact, and escalate appropriately before SLA risk Deliver a calm, professional client experience — set expectations, give updates, and follow through Onsite support as required (device setups, network triage, user issues, hands-on fixes) What we're looking for (Must-haves) Experience in an MSP environment (or strong multi-client support experience) Solid Level 1/2 troubleshooting skills and a "figure it out" mindset Strong communication — you're good with clients, not just computers Excellent documentation habits (notes that help the next tech) A reliable car driver's license (onsite visits are part of the job) Comfortable working independently while WFH, with consistent follow-through Great to have (Advantage) Industry certifications (Microsoft, CompTIA, ITIL, Fortinet, etc.) SQL experience (querying/troubleshooting/reporting) Power Automate experience (building or supporting flows) Microsoft Copilot / Copilot Agents experience (or strong interest and exposure) Experience with backup, cybersecurity fundamentals, and multi-site environments How our client works (this matters) They run a structured service model focused on: Clear triage and prioritization Ownership-driven ticket flow Intelligent escalation with context Consistent updates to clients All anchored around HaloPSA as the single source of truth.