Role title: Level 2 IT Support Technician – Managed Services
Location: Mornington
Employment type: Part Time to Full-time, permanent
About the role
We are a growing IT managed services provider supporting small–medium businesses across Microsoft 365, Azure and modern Windows environments. As a Level 2 Technician, you will handle escalated support tickets, small projects and day‐to‐day administration while working closely with a small, collaborative team.
Key responsibilities
· Provide Level 2 remote and onsite support for end users across Windows 10/11, Microsoft 365, basic networking and common business applications.
· Act as an escalation point for Level 1 helpdesk, taking ownership of more complex incidents through to resolution.
· Administer and support Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams), including user provisioning, permissions and troubleshooting.
· Perform administration on Entra ID / Active Directory: user and group management, group policy basics, password and access issues.
· Troubleshoot basic server and network issues: printers, file shares, VPN, Wi‐Fi, routers, firewalls, DNS and DHCP.
· Use RMM and PSA tools to manage tickets, document work, monitor alerts and perform routine maintenance tasks.
· Assist with small projects such as workstation rollouts, email or file migrations, security hardening and software deployments.
· Maintain accurate documentation for client environments, including network diagrams, procedures and knowledge base articles.
· Communicate clearly with non‐technical users, providing updates, setting expectations and delivering a positive support experience.
Skills and experience
· 2–4 years experience in IT support, preferably within a Managed Service Provider or multi‐tenant environment.
· Strong experience with Microsoft 365 administration and support (Exchange Online, Teams, SharePoint, OneDrive) is essential.
· Solid understanding of Windows 10/11, basic server concepts and standard desktop applications.
· Working knowledge of networking fundamentals (TCP/IP, VLANs, VPN, firewalls, DNS, DHCP) sufficient to diagnose and resolve common issues.
· Experience with RMM/PSA tools (e.g. ConnectWise, Kaseya, N‐Able, Autotask) is highly regarded. Experience with Syncro MSP would be most beneficial.
· Exposure to Azure AD/Entra ID, Intune or other MDM platforms is an advantage.
· Relevant certifications (Microsoft, CompTIA, etc.) are desirable but not essential; equivalent hands‐on experience is highly valued.
· Excellent customer service skills, including clear written and verbal communication and an ability to translate technical issues into plain language.
· Proven ability to work both independently and as part of a close‐knit team, managing your own priorities and time effectively.
Personal attributes
· Customer‐focused mindset with genuine desire to help users and build long‐term relationships.
· Curious and proactive learner who keeps up with new technologies and best practices.
· Calm under pressure, able to handle multiple tickets and adapt to changing priorities.
· Takes ownership of problems and follows through without needing constant supervision.
Brief: what we are looking for in this Level 2
This role is ideal for someone who has grown past Level 1 helpdesk and wants more responsibility across projects, complex troubleshooting and client ownership, but is still comfortable doing day‐to‐day support work. They should already be confident with Microsoft 365, Windows and basic networking, and used to juggling multiple client environments rather than a single in‐house network.