IT Support Technician L2

IT Support Technician – L2 (Windows & MacOS) The Level 2 IT Support Technician is a critical hands-on role within an established Australian managed IT services provider (MSP) supporting small and medium businesses across professional services, legal, recruitment, property, finance and other sectors. Working remotely and aligned with Sydney business hours, you will provide responsive technical support, endpoint management, cyber security, and cloud backup services to Australian businesses. This position bridges technical problem-solving with day-to-day administration across Microsoft 365, macOS, Windows environments, and managed services platforms. The ideal candidate is someone who can investigate problems, follow through on commitments, and communicate clearly with users from initial assessment through to resolution, recognizing when escalation is needed. Key Responsibilities 1. Technical Support & Ticket Ownership Serve as the first point of response for all clients, triaging and resolving Level 1 and Level 2 incidents and service requests across multiple customer environments and escalating issues as needed. Troubleshoot Windows and macOS operating system issues. Troubleshoot Microsoft 365 applications and services, including Outlook, Teams, Word, Excel, PowerPoint, OneDrive and SharePoint Online. Troubleshoot Google Workspace applications and services, including Gmail, Drive, Calendar, Meet, Docs, Sheets, and Slides. Troubleshoot client specific applications, such as LEAP Legal Software, HarveyAI and others. Coordinate with vendors when issues require escalation. Investigate device performance, application crashes, sign-in problems, and connectivity issues, prioritising work according to business impact and agreed service targets. Maintain ownership of assigned tickets, including follow-up, user updates, and confirmation of resolution, while escalating complex issues with clear findings and relevant logs. 2. Microsoft 365 & Identity Administration Administer users, groups, licenses, shared mailboxes and permissions, completing staff onboarding and offboarding accurately using documented procedures. Support email, collaboration and file services across Exchange Online, Teams, SharePoint Online and OneDrive Troubleshoot Microsoft Entra ID sign-in and access issues, including MFA and device registration. 3. Google Workspace Management Administer users, groups, organisational units, licenses and access permissions through the Google Admin console. Complete user onboarding and offboarding, including account creation, suspension, session revocation and authorised data transfers. Support core Google Workspace applications (Gmail, Google Drive, Calendar, Meet) and troubleshoot sign-in, multi-factor authentication, email delivery, synchronisation and file sharing issues. Review audit logs, escalate suspicious activity to the security team and implement approved configuration changes. 4. Endpoint Management Support and troubleshoot Windows and macOS devices, managing device setup, application installation, operating system updates and connectivity. Use remote support and endpoint management platforms to maintain customer devices, deploy approved software/scripts and investigate failed installations. Monitor patch compliance, support device encryption (BitLocker and FileVault) and maintain accurate device records and technical documentation. 5. Cyber Security & Backup Operations Review and triage security notifications, suspicious emails, and endpoint alerts, escalating suspected incidents promptly to the security team. Assist with approved remediation actions, monitor Microsoft 365 backup jobs, investigate failures and perform authorised restores. Conduct backup and restore testing. 6. Documentation & Automation Keep ticket notes clear and useful, creating and maintaining troubleshooting guides, procedures, and customer documentation. Identify recurring issues, recommend practical fixes, and utilize PowerShell and automation where appropriate to reduce manual work and improve consistency. Requirements & Qualifications 4+ years of relevant IT support experience, including hands-on Level 2 responsibilities and previous experience supporting multiple customers in an MSP or outsourced service desk environment. Strong experience supporting a mix of Windows AND macOS devices in business environments. Deep experience with Microsoft Entra ID, Exchange Online, MFA, Outlook, Teams, OneDrive, and SharePoint. Working knowledge of DNS, DHCP, TCP/IP, Wi-Fi, and VPN troubleshooting. Experience using ticketing systems, remote support tools and endpoint management platforms. Ability to read, adapt and safely run basic PowerShell commands and scripts. Strong written and spoken English with confidence supporting Australian business users. A private, professional workspace with reliable internet, backup connectivity and a practical power contingency available during agreed Australian support hours. Desirable Experience with Mosyle MDM (or similar JAMF) Experience with ManageEngine Endpoint Central Basic understanding of cybersecurity principles and practices Familiarity with security tools and platforms such as EDR, ITDR, ESPM, ISPM and SIEM Familiarity with user awareness training and phishing simulation campaigns Microsoft Intune knowledge Relevant Microsoft or Apple certifications Experience supporting Property, finance, legal, recruitment and healthcare industries Key Competencies – Reliability & Ownership: Takes full responsibility for work, pays attention to detail, and follows tasks through to completion without repeated prompting. Ensures assigned tickets progress consistently and are resolved within agreed targets. – Clear Communicator: Explains technical issues in plain English, remains patient with users and ensures businesses receive timely, clear and professional support. – Sound Judgement & Initiative: Investigates independently but recognises limitations, asking for help before making changes outside their authority. Escalates security issues and complex problems promptly. – Continuous Improvement Mindset: Documents work thoroughly so other technicians can seamlessly understand and continue it, proactively reducing recurring problems through practical improvements. – Security & Compliance: Complies strictly with confidentiality requirements and data handling procedures, protecting business information at all times. Has a strong security mindset and delivers outcomes without compromising security.