Level 2 Support Technician

KMT Group Pty Ltd; City of Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working policy

Professional growth

Culture & events

Office goodies

High-performing culture

Job summary

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

The role requires strong customer service, clear communication, and technical proficiency in Microsoft 365, Azure, AD, VMware, and Windows Server environments. Hybrid work and ongoing certification support are offered.

Qualifications

• Candidates must have proven experience in a Level 2 IT support or managed service environment.
• Strong customer service and communication skills to build relationships, not just fix issues.
• Certifications (Microsoft, ITIL, VMware) or drive to obtain them within 6 months.

Responsibilities

• Provide advanced-level technical support for IT incidents and service requests beyond Level 1.
• Troubleshoot and resolve complex IT issues across Microsoft 365, Azure, AD, VMware, and Windows Servers.
• Maintain accurate documentation and contribute to knowledge base.

Skills

Customer service

Communication

Microsoft 365

Azure administration

Networking

VMware

Hyper-V

Remote support

Troubleshooting

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 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 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, including:

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 Melbourne-based and includes an onsite requirement

The position is full-time in-office for the first 6 months, after which a 3/2 hybrid working arrangement (3 days in office, 2 from home) will apply