Level 2 - 3 Support Technician
KMT Group · Sydney NSW ·
- Work mode
- Remote
- Employment
- Full time
- Category
- Support
Salary: $80,000 – $85,000 per year
Level 2 - 3 Service Desk Technician
About Us
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 -3 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 -3 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 Sydney-based and includes an onsite requirement 1 or 2 times a month
The position is full-time fully remote