Level 2 - 3 Support Technician

KMT Group Pty Ltd; Sydney; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Certifications support

Team culture

Office snacks & coffee

Recognition program

Job summary

KMTech is seeking a Level 2-3 Service Desk Technician to deliver outstanding remote and onsite IT support. You will resolve complex issues, guide junior technicians, and contribute to a culture of excellence.

Join a high-performance team with hybrid working, certifications support, and a clear growth path. Sydney-based role with monthly onsite requirements.

Qualifications

• Proven experience in Level 2-3 IT support or managed services.
• Strong customer service and communication skills.
• Technical proficiency across Microsoft 365, Azure, networking, and virtualization.
• Familiarity with ticketing systems and documentation.
• Certifications (Microsoft, ITIL, VMware) or willingness to obtain.

Responsibilities

• Provide advanced-level IT support for incidents and service requests.
• Troubleshoot complex issues across Microsoft 365, Azure, AD, VMware, and Windows Servers.
• Maintain documentation in ConnectWise and IT Glue; contribute to the knowledge base.
• Coach Level 1 technicians and support escalation to Level 3 as needed.
• Ensure service excellence with ticket management and proactive updates.

Skills

Customer service

Communication

IT support

Microsoft 365

Azure

Networking

VMware

Hyper-V

Remote support

Tools

ConnectWise

IT Glue

Job description

At KMTech, we’re not your typical managed services provider we’re changing the game by being the human face of tech.

Our mission is to deliver innovative, reliable, and people-first technology solutions to help our clients thrive.

We’re a high-performance, values-driven team that’s curious, united, and accountable. We challenge each other to grow, collaborate openly, and celebrate success together. If you’re passionate about tech and ready to take your career to new heights, this is where it happens.

What We Offer

• Hybrid Working Policy: Flexibility to balance work and life
• Professional Growth: Paid certifications, structured learning plans, and career development pathways
• Culture & Perks: EOFY and Christmas parties, annual team-building days, wellness programs, and an EAP for support
• Office Goodies: Daily fresh fruit, snacks, coffee machine, and free street parking
• High-Performance Culture: Recognition for initiative, collaboration, and innovation

About the Role

As a Level 2 -3 Service Desk Technician, you’ll play a key role in delivering outstanding remote and onsite support to our clients. You’ll resolve complex technical issues, guide junior technicians, and contribute to a culture of excellence and learning.

You’ll thrive in a fast-paced, service-focused environment where no two days are the same and your technical skill, customer focus, and initiative will truly shine.

Key Responsibilities

• Provide advanced-level technical support for IT incidents and service requests, going beyond Level 1 capabilities
• Troubleshoot and resolve complex IT issues across systems including Microsoft 365, Azure, Active Directory, VMware, and Windows Servers
• Maintain accurate documentation in our systems (ConnectWise, IT Glue) and contribute to our knowledge base
• Coach and support Level 1 Technicians, sharing expertise and encouraging continuous improvement
• Escalate and collaborate with Level 3 technicians when required, following SLA and escalation processes
• Ensure service excellence through detailed ticket management, customer updates, and proactive communication

What You’ll Bring

• Proven experience in a Level 2 -3 IT support or managed service environment
• Strong customer service and communication skills you build relationships, not just fix issues
• Technical proficiency in:
  • Microsoft 365 and Azure administration
  • Networking (Fortinet, Cisco, LAN/WAN)
  • Virtualisation (VMware, Hyper-V)
  • Operating systems and remote support tools
  • High-level troubleshooting, time management, and problem-solving skills
  • Relevant certifications (Microsoft, ITIL, VMware) or the drive to achieve them
  • A proactive, accountable, and team-first mindset you see it, own it, do it

Certifications & Development

We are committed to building high-performing technicians and investing in your growth.

For this role, we are seeking candidates who either hold or are willing to obtain within the first 6 months the following certifications:

• Implementing and Managing Windows 11
• CompTIA A+ Core 1 (220-1201) (Level 1 & 2 foundation)
• AZ-800: Manage Windows Servers and Workloads in a Hybrid Environment (Level 2 & 3 capability)

We will support you every step of the way

• Paid study time during work hours
• Exam leave
• Full funding of certification exams

Why You’ll Love It Here

We’re a team that backs each other, takes ownership, and goes above and beyond — for our clients and for one another.

If you want to be part of an organisation that invests in your growth, celebrates innovation, and recognises great work, KMTech is where you’ll feel right at home.

Additional Requirements

As part of the recruitment process, the successful candidate will be required to undergo:

• A Police Check
• An NDIS Worker Screening Check
• A Working with Children Check

Please note

This role is Sydney-based and includes an onsite requirement 1 or 2 times a month