Level 2 Service Desk Technician – MSP Environment

About Us

Crash Technology is a dynamic, fast-growing MSP with over 20 years of experience delivering smart IT solutions that make business sense. We're known for our attention to detail, technical excellence, and customer-first service.

We don't just hire techs; we invest in people. With an active mentorship program, professional development pathways, and a collaborative team culture, Crash is a place where you can grow and make a real impact.

Purpose of the Role

This role exists to ensure rapid, high-quality technical support for Crash clients, reduce incidents through proactive problem-solving, and support continuous improvement in service delivery. You will be a key contact in managing technical issues, user experiences, and project execution.

What You'll Be Doing

Technical Responsibilities

·       Handle both Level 1 and escalated Level 2 support issues - remotely and onsite

·       Troubleshoot server, workstation, and networking issues in Windows and Microsoft 365 environments

·       Support project rollouts including upgrades, migrations, and deployments

·       Administer Microsoft 365, Active Directory, VMWare ESXI, Hyper-V

·       Troubleshoot networking technologies (VPN, VLAN, DHCP, DNS, firewalls, routers, switches)

·       Support client onboarding/offboarding and maintain user lifecycle processes

·       Proactively manage IT asset inventory and hardware lifecycle

·       Document solutions, update the knowledge base, and contribute to shared team learning

·       Participate in after-hours/on-call roster as required

Communication & Client Service

·       Maintain timely, professional, and clear communication through ticketing systems

·       Explain solutions in a client-friendly manner (verbally and written)

·       Ensure clients are kept updated throughout issue resolution process

·       Maintain SLA's

Improvement & Knowledge Sharing

·       Identify re-occurring issues and recommend improvements

·       Share insights in team meetings and knowledge sessions

·       Keep documentation and client environment records up-to-date

Must-Have Skills & Experience

·       3-5 years in a Level 2 or similar technical support role (MSP experience much preferred)

·       Solid experience with Microsoft 365, Windows 10/11, and Windows Server

·       Experience with Hyper-V, VMware, Active Directory

·       Strong networking fundamentals: TCP/IP, VLANs, VPNs, routers, switches, firewalls

·       Familiarity with MSP tools such as Kaseya, Datto, Sophos, IT Glue, or similar

·       Clear written and verbal communication skills

·       Strong documentation and ticket-handling discipline

·       Excellent time management and ability to juggle multiple priorities

·       Australian Driver's License and access to a reliable vehicle

·       Full work rights in Australia

Nice-to-Haves

·       Certifications (Microsoft, Cisco, CompTIA, VMware, etc.)

·       Experience with VOIP, cloud platforms (Azure/AWS).

Why Crash Technology?

·       Supportive, people-first team culture

·       Active career development and mentoring

·       Exposure to a wide range of technologies and client environments

·       Onsite parking

·       Flexibility after on-boarding period

Our Core Values

1.     Customer First – Everything we do starts with understanding and supporting the needs of our clients.

2.     Team-Driven Success – We grow stronger by sharing knowledge, helping each other, and celebrating wins together.

3.     Take Initiative – We speak up, own our work, and drive positive change through proactive effort.

4.     Keep Learning – We stay curious, open to feedback, and committed to continuous improvement.

5.     Act with Integrity – We follow through on commitments, operate transparently, and do the right thing even when it's hard

How to Apply

Please submit your resume, a cover letter, and detailed responses to the Key Selection Criteria below. Only applications that address all criteria will be considered.

Key Selection Criteria

·       Completed Bachelor's degree in IT, or a Certificate IV/Diploma plus 5 years of relevant experience.

·       Demonstrated experience in managing Microsoft 365, Windows Server, and virtual environments.

·       Proven ability to work collaboratively in a technical team environment.

·       Strong independent work ethic with time management and multitasking skills.

·       Commitment to exceptional client service and professionalism in all communications.

To be considered for this role, please ensure you address each of the key selection criteria in your cover letter resume.