Level 2 Service Desk Technician

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 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 IT support or managed service environment. Strong customer service and communication skills that build relationships, not just fix issues. Technical proficiency in: Microsoft 365 and Azure administration Networking (Fortinet, Cisco, LAN/WAN) Virtualisation (VMware, HyperV) 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”. 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 Location & Working Arrangement This role is Melbourne‑based and includes an onsite requirement. The position is full‑time in‑office for the first 6 months, after which a 3/2 hybrid working arrangement (3 days in office, 2 from home) will apply. Apply Now Bring your expertise, energy, and ideas and let’s change the game together. Apply now to join a team where your career will quite literally take off. #J-18808-Ljbffr