2nd Line Support jobs

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, then own your own projects, then pick the area you want to go deep in. 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. The team is small, senior-weighted, and growing. This hire is part of that growth.

The role

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

The title says Level 2. The bar sits higher than the label. A standard Level 1 to 2 technician will not clear it, and neither will five years at a large MSP doing a narrow slice of the work. Kavira needs the harder combination: two to three years of real MSP exposure, still curious about how things could be done differently, and already working with modern tooling rather than clicking through the same manual process every time.

You will start on the queue and escalations. Within a few months you will be picking up the groundwork on client projects, and from six months you will be running smaller ones yourself, scoping through to delivery. From there the direction is yours. As the business grows, so does the room to become the person the team routes a whole area of work to.

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

• 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 in an MSP environment, with ticketing and client-facing work

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

• An automation instinct, and the interest to keep building it

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

• Clear communication, including "I do not know yet, let me come back to you" instead of guessing or going quiet

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

• A genuine interest in security. You do not have to be there yet, you just have to want to get there

• Melbourne-based with permanent right to work in Australia

What's on offer

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

• 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. 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 field or specialty within one to two years as the business grows

• 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 - the queue is not going to clear itself.