Level 2 / 3 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

There's no time tracking here, no KPIs and no on-call roster. You own the queue, run your own projects, and then pick the part of the business you want to grow into.

Kavira IT is a Melbourne MSP running IT operations and cyber security for Australian small and medium businesses, across professional services, agencies and growing SMBs on Microsoft, Google Workspace and Apple. Security is where the work starts here rather than something sold on later. Kavira sells outcomes and doesn't bill time and materials, which is why nobody tracks your hours. The team is small, senior-weighted and growing, and this hire is part of that growth.

The role

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

If you're good at this and stuck somewhere that won't let you show it, you'll notice the difference in your first week. No change advisory board standing between you and a firewall rule, no ticket sitting in someone else's queue for three days, no sign-off needed for a fix you can already see.

Once you're settled the work splits roughly half and half between tickets and projects. You'll start on the queue and escalations, pick up groundwork on client projects within a few months, and from six months run smaller projects yourself from scoping through to delivery. After that you choose your lane as the business grows: service delivery, projects, security, sales or consulting. Security is the easiest one to lean into, because it's where Kavira starts with every client, and there are senior engineers to shadow and funded certs to get you there.

The people who do well here have spent real time somewhere small enough that the work was visibly theirs - a small MSP, a lean in-house team, a consultancy where you sat in front of the client, or your own business. If you've done that as well as a stint somewhere big, and you know which you prefer, you're exactly who Kavira is looking for.

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, alongside security uplifts, onboardings and incident remediation

• Support and upskill other technicians, with occasional onsite and client-facing work

What you'll need

• Three or more years of hands-on support where the complex incidents came to you, at a small MSP, a lean in-house team, a consultancy or your own business. Level 2 through to Level 3 - depth counts for more than the title you hold now

• Microsoft 365, Entra ID and Intune in the console from day one. Intune is core tooling here, so be ready to talk through policies and deployments you configured yourself

• PowerShell you've written yourself. Be ready to talk through something and what it replaced. Graph API and Lighthouse are a plus

• Networks you've built rather than only troubleshot - firewalls, switches and VLANs from scratch. UniFi and Fortinet are a bonus

• A real security background: Conditional Access, endpoint hardening, Essential 8, incident investigation

• A project you scoped and delivered yourself, a client you advised directly, and experience across multiple tenants

• The confidence to send work to a client without someone checking it first, and to say "I don't know yet, let me come back to you". Nobody here is writing you a daily task list

You don't need every line. The non-negotiables are having worked outside a large enterprise, Intune in the console, and enough security to be useful from the start.

What's on offer

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

• No time tracking, no KPIs, and no on-call or after-hours roster

• Work from home around 90% of the time

• Funded certifications and training, plus shadowing the senior modern workplace and security engineers

• 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 lane within one to two years

• 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!