Level 2 IT Support (MSP)

Level 2 Technician (MSP)

Melbourne Hybrid - work from home 90% of the time, with client visits and team catch-ups in Cremorne and on the Mornington Peninsula

Own the queue, run your own projects, then pick the part of the business you want to grow into. No time tracking, no KPIs, funded certs, and a team small enough that the work is genuinely yours.

Kavira IT is a Melbourne MSP looking after IT operations and cyber security for Australian small and medium businesses. Security is where the work starts here rather than something sold on later, and it runs through everything from the first environment review to the day-to-day queue.

Clients sit across professional services, agencies and growing SMBs, running Microsoft, Google Workspace and Apple environments. Kavira sells its clients outcomes and doesn't bill time and materials, which is why nobody here tracks your hours. The team is small, senior-weighted and growing, and this hire is part of that growth.

The role

The client base has grown, the queue has grown with it, and the team needs someone who can be handed a problem and trusted to handle it.

The title says Level 2 but for the right person, this role will sits closer to a 2.5/3. A standard Level 1 to 2 technician won't clear the bar. A Level 2 title from internal IT or a large enterprise service desk usually maps to a Level 1 in an MSP. Five years at a big MSP doing a narrow slice of the work won't get there either.

You don't need an MSP on your CV. You do need to be quick, cover a lot of ground, and be comfortable working without a process or an approval chain behind you. If you've come from a fast-moving environment where the complex incidents landed on your desk and you fixed them, Kavira wants to hear from you.

You don't have to be the finished product. Billy is after someone ambitious who is at a genuine Level 2 now, or can show they'll get there fast.

Once you're settled, the work splits roughly half and half between tickets and projects. Projects include security uplifts, client onboardings, and incident investigation and remediation. You'll start on the queue and escalations and pick up groundwork on client projects within a few months. From six months you'll run smaller projects yourself, from scoping through to delivery. After that you choose where to go as the business grows: service delivery management, leading projects, security, sales or consulting.

What you'll do

• Triage and resolve escalated tickets across Microsoft 365, devices, Entra ID, Intune, and Google Workspace

• Diagnose before you escalate, and escalate with a diagnosis rather than a description

• Contribute to client security hardening: Conditional Access, Intune rollouts, endpoint compliance

• Automate the repeatable work instead of doing it by hand every time

• Run smaller client projects end to end, from scoping through to delivery

• Take on security projects, client onboardings, security uplifts, and incident investigation and remediation

• Support and upskill other technicians as the team grows

• Occasional onsite work and client-facing calls

What we're looking for

• Two to three years of hands-on support where the complex incidents came to you. MSP experience is ideal, and a fast-moving environment with the same pace and breadth counts too

• PowerShell is the minimum. Be ready to talk through something you wrote and what it replaced. Graph API and Lighthouse experience is a plus

• Solid working knowledge of Microsoft 365, Entra ID and Intune. Google Workspace and Unifi networking are a bonus

• Experience working across multiple client tenants is a strong advantage

• Home labs and certifications count as a bonus on top of production experience

• Confidence to send work to a client without someone checking it first

• Clear communication, including being comfortable saying "I don't know yet, let me come back to you"

• Self-direction. Nobody is writing you a daily task list

• A genuine interest in security. You don't have to be there yet, you just have to want to get there

What's on offer

• $70,000 - $90,000 base + 12% superannuation

• No time tracking and no KPIs

• Funded certifications and training: Microsoft certs, vendor training through distribution partners, dedicated Microsoft 365 training, and shadowing the senior modern workplace and security engineers

• Work from home around 90% of the time, with client visits and team catch-ups in Cremorne and on the Mornington Peninsula

• No on-call or after-hours roster

• Once the queue is clear and projects are on schedule, your time is your own. Upskill, fix the internal things that always get neglected, or take the dog for a walk

• A real path to picking your own lane within one to two years

• Substandard humour from your co-workers and leadership, free of charge

Worth being straight about the trade-off: growing a business is hard work, and Kavira is not going to pretend otherwise. The room to learn is the upside. The pace is the cost.

How the process works

An intro conversation, a technical interview, then a face-to-face final. Billy calls that last one the beer test!

Apply now!