Level 2 IT Technician

1 day ago

Geraldton, Western Australia Norris and Hyde IT Full time $60,000 - $90,000 per year

About Us

Norris & Hyde IT is a growing break-fix/MSP based in Western Australia, delivering premium IT support to a wide range of customers. We pride ourselves on offering proactive, reliable, and professional support to small and medium businesses. We're looking for a skilled Level 2 IT Technician to join our team and help us continue delivering exceptional service.


Key Responsibilities:

  • Respond to and resolve Level 2 support tickets (remote and onsite)
  • Troubleshoot Windows servers, Microsoft 365, networking, and hardware issues
  • Assist with onboarding, migrations, and deployment projects
  • Manage backup, security, and monitoring systems (e.g., Datto, Trend Micro, Shadow Protect, etc)
  • Escalate complex issues to Level 3 or vendors when necessary
  • Maintain accurate documentation in IT Glue and PSA systems

What You'll Bring:

  • 2–3+ years' experience in an IT support or MSP environment
  • Minimum 6 months' experience specifically in an MSP environment
  • Strong troubleshooting knowledge across Windows 10/11, Microsoft 365, Active Directory, Group Policy, and basic networking
  • Experience using RMM and PSA tools such as Datto RMM, Autotask, and IT Glue
  • Confident communicator with the ability to explain technical concepts to non-technical users
  • Strong documentation and ticketing skills
  • Ability to manage your time, prioritise tasks, and work independently when needed
  • A valid driver's licence
  • Valid Australian work visa or equivalent work authorisation

Nice to Have:

  • Proficiency with Entra ID, Microsoft 365 administration, including SharePoint and Teams migrations
  • Strong firewall and switch networking skills, particularly with Ubiquiti
  • 3CX administration and troubleshooting experience
  • Relevant certifications such as MS-900, AZ-104, CompTIA A+/Network+, or equivalent

Why Join Us?

  • Supportive and collaborative team environment
  • Ongoing training and professional development
  • Opportunities for career progression
  • Exposure to a wide range of technologies and client environments
  • Competitive salary and benefits package

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