Level 2 Technology Services Officer

Clarity Technology Group; Lismore City Council; Remote; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Annual bonus up to $8,000

Travel reimbursement

Professional development

Birthday leave

On-call opportunities

Job summary

Clarity Technology Group is a multi-award winning MSP hiring a Level 2 IT technician to join a 15-person team. The role is primarily remote, with occasional on-site client visits in the Northern Rivers region when required.

You will own ticket resolution, provide advanced desktop/server support, and contribute to a strategy-led approach to managed IT services. A strong customer focus and reliable work ethic are essential.

Qualifications

• Minimum 1 year experience in a level 2 support role ( MSP experience preferred but internal IT is fine).
• Reliable attendance, on-time delivery, and outcome-focused work approach.
• Excellent communication for non-technical end users; strong problem-solving skills.
• Experience with Microsoft365 and Windows Server technologies; Active Directory familiarity.
• End-user cybersecurity awareness and basic network concepts are desirable.
• Willingness to travel occasionally for on-site hardware installs in Northern Rivers region.

Responsibilities

• Provide Level 2 support for desktop, OS, and hardware as part of MSP service delivery.
• Proactively manage the unassigned ticket queue to close the most tickets daily.
• Deliver remote and occasional on-site support when needed for client projects.
• Assist with cybersecurity routines, basic threat remediation, and protection tooling.
• Collaborate with teammates to deliver strategy-led IT services and customer satisfaction.

Skills

Level 2 support

Microsoft 365

Windows Server

Networking

Cybersecurity basics

Customer service

Communication

Tools

Microsoft 365

Azure

Entra ID

SharePoint

Active Directory

RDS

Google Workspace

DNS

DHCP

Firewall

Job description

We're a multi-award winning MSP where all techs work from home. We're a team of 15 seeking a talented level 2 tech to join our team.

People who succeed with us are professional, reliable (in attendance and execution of the job), take ownership, and thrive on going above and beyond for clients rather than just reactively responding to tech support tickets. If you've got bigger picture thinking beyond just tech support, and an outcome focused approach to deliver solutions for clients, you'd be a great fit for us.

We reward top performers with a bonus structure, so you can earn up to $8,000 extra per year on top of your salary for top ticket output. We'll explain the bonus structure in your interview.

Whilst this is a work from home team, we require someone who lives in/around the Northern Rivers region so as to service clients on site in that area when a site visit is required (usually less than 1 or 2 a month, eg: for a hardware install that we can't do remotely).

We position ourselves as our client's internal IT team and we aim to delight our end users in every experience we have with them. Our clients choose us for our strategy led approach to Managed IT Services, our technical leadership in cloud, networking and cybersecurity products, not to mention our best-in-class service desk which you'll be joining!

We reimburse your travel/petrol costs, so you will need a valid driver's license and your own car. Servicing primarily professional services clients, this role is Monday to Friday 8:30am-5pm with very infrequent work required outside of this eg: a server reboot after hours, and a rotating on call roster that you'll be on once every 7-8 weeks @ $250/hour on top of your salary. However we only average 1 outside hours support call a month, so it is a very small on call expectation, particularly as this on call requirement is shared amongst the entire team of 10, you'll be on call approx once every 10 weeks.

What are Clarity's company values?

Be Passionate: Have fun! Passionate people means a positive team resulting in clients who feel valued.

Take Ownership: See it, say it, do it. We are outcome focused, we help others and we do the small things right.

Inspire Others: Lead by example, be honest and work with integrity. We set high standards and inspire others to grow.

We have 2 unachievable goals that we pursue;

• having the perfect workplace in Australia for IT professionals
• delivering the perfect customer experience every time

Whilst impossible to achieve, we strive for these nonetheless as a means to be better than our competitors.

What does our ideal candidate look like?

You'll have all the tech skills of a level 2 tech, plus the customer service soft skills to deliver an awesome customer experience. You'll be an expert communicator with an ability to build rapport with clients - your contributions will be integral to our exceptional customer retention rates.

You're driven to be the person who closes the most tickets every day - proactively working the unassigned queue to deliver fast support.

You’ll get exposure to a range of technologies and projects, not just service desk work. Cybersecurity tools around proactive threat hunting, zero trust security, advanced behavioural analysis, AI based protections (to name a few), Azure, Microsoft365 and Google Workspace, networking, backup/DR, SysAdmin work, Windows server, IaaS/DaaS, virtualisation and more.

What experience and skills do you need to be successful in this role?

• Minimum 1 year experience in a level 2 support role (does not have to be MSP experience - internal IT team experience is fine) OR 2+ years in a level 1 support role and you think you're ready for the next step
• Reliable - both in attendance and execution of your role. Do you turn up to work regularly, on time, reliably and have an outcome focused approach to your work?
• Great communication skills for supporting non-technical end users. Proven ability to provide general desktop support for software, OS and hardware, and great problem solving ability.
• Experienced with Microsoft products including Microsoft365 (SharePoint, Azure, Entra ID etc.) and Windows Server technologies (Active Directory, Group Policy, RDS, print, file etc), Google Workspace experience not required but is well regarded
• End-user based cybersecurity tools like email security, centralised endpoint protection, threat remediation, email security - all desired but not essential, we run a large cybersecurity stack than many competitors and can teach you about our systems.
• Basic to intermediate networking (eg: DHCP, DNS, firewall config, VPN etc. Sophos and Ubiquiti experience a plus)

In your application tell us about the big technical wins you've had, or projects you've worked on.

What are the perks?

• Work from home - no daily commute! Again, we REQUIRE someone who lives in/around the Gold Coast region for this role. Please do not apply if you are not living in the region of Northern NSW to Brisbane.
• Earn up to $8,000 per year on top of your salary for performance bonuses for ticket output, customer service, quality of work etc
• Paid training - we'll put you on a professional development program to improve your skills and gain a relevant industry certification, all paid for by us
• Join a team consisting of level 2 and 3 technicians (no level 1 techs in our company) - enjoy working with other talented professionals toward our common goals
• Limited after hours/on call work - our client base is primarily in the professional services sectors meaning 8:30-5pm Monday to Friday support hours
• Lots of opportunity - you'll work not just on ticket queues but also IT projects and cybersecurity efforts, response and management.
• Room to grow - we love people who are ambitious and want to reach their full potential - if you want to grow into a level 3 tech, SysAdmin, network engineer or anything else, we want to help you get there!

PLUS we give you an extra day annual leave per year on your birthday because who wants to work on their birthday!

We also run a charitable initiative called IT For Good, giving back to the underprivileged in our community to deliver better technology outcomes.