About Us
Norris & Hyde IT is a growing break-fix/MSP based in Western Australia, delivering premium IT support to a wide range of customers. We pride ourselves on offering proactive, reliable, and professional support to small and medium businesses. We're looking for a skilled Level 2 IT Technician to join our team and help us continue delivering exceptional service.
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Key Responsibilities:
* Respond to and resolve Level 2 support tickets (remote and onsite)
* Troubleshoot Windows servers, Microsoft 365, networking, and hardware issues
* Assist with onboarding, migrations, and deployment projects
* Manage backup, security, and monitoring systems (e.g., Datto, Trend Micro, Shadow Protect, etc)
* Escalate complex issues to Level 3 or vendors when necessary
* Maintain accurate documentation in IT Glue and PSA systems
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What You'll Bring:
* 2–3+ years' experience in an IT support or MSP environment
* Minimum 6 months' experience specifically in an MSP environment
* Strong troubleshooting knowledge across Windows 10/11, Microsoft 365, Active Directory, Group Policy, and basic networking
* Experience using RMM and PSA tools such as Datto RMM, Autotask, and IT Glue
* Confident communicator with the ability to explain technical concepts to non-technical users
* Strong documentation and ticketing skills
* Ability to manage your time, prioritise tasks, and work independently when needed
* A valid driver's licence
* Valid Australian work visa or equivalent work authorisation
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Nice to Have:
* Proficiency with Entra ID, Microsoft 365 administration, including SharePoint and Teams migrations
* Strong firewall and switch networking skills, particularly with Ubiquiti
* 3CX administration and troubleshooting experience
* Relevant certifications such as MS-900, AZ-104, CompTIA A+/Network+, or equivalent
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Why Join Us?
* Supportive and collaborative team environment
* Ongoing training and professional development
* Opportunities for career progression
* Exposure to a wide range of technologies and client environments
* Competitive salary and benefits package