Level 1/2 MSP Support Engineer

Level 1/2 MSP Support Engineer

Location: Gregory Hills, NSW
Employment Type: Full-time
Salary: $70,000 – $85,000 + super + allowances, depending on experience & capability
Work Type: Office-based & Onsite

About Katana IT

Katana IT is a growing local MSP delivering reliable, security-focused IT solutions to small and mid-sized businesses across NSW. We pride ourselves on responsiveness, technical depth, and building long-term client relationships.

We’re not a ticket factory. Our engineers are trusted advisors who solve problems properly, communicate clearly, and improve client environments over time.

We’re based in Gregory Hills, making this a great opportunity for someone in South-West Sydney who wants to avoid the daily CBD commute and work locally with a capable, supportive team.

About the Role

We’re looking for an IT Support Engineer at a Level 1/2 Level who has 2+ plus years MSP experience to join our support team.

MSP experience is absolutely required. Candidates without MSP need not apply. Experience must show strong ticket ownership, Microsoft 365 administration, and client-facing troubleshooting experience both onsite and remotely.

You’ll be on the frontline of client support, resolving technical issues, improving systems, and delivering a high-quality support experience across a diverse client base.

This role suits someone who enjoys variety, takes ownership, and wants to continue growing into senior support, project engineering, or infrastructure work. This is not an entry-level helpdesk role. You’ll be expected to independently resolve most Level 1 tickets, know when to escalate, and provide clear technical notes for senior engineers.

What You’ll Be Doing

• Providing remote and occasional onsite support to clients

• Troubleshooting Intune / Entra / M365, Windows (Desktop & Server) and networking issues.

• Managing and resolving tickets within SLA timeframes

• Assisting with user onboarding/offboarding and device setup

• Maintaining documentation and improving client environments

• Escalating complex issues with clear diagnostics and useful notes

Tech Stack Exposure

• Microsoft 365, including Exchange Online, SharePoint, Intune, and Entra ID

• Windows 11 and Windows Server 16/19/22

• Networking fundamentals, including firewalls, VPNs, VLANs, and Wi-Fi

• RMM and PSA tools

• Backup, endpoint protection, and security platforms

What We’re Looking For

• 2+ years’ experience in an MSP environment

• Confidence in administering Exchange Online, user/mailbox management, MFA, groups, SharePoint permissions, Teams, and basic Entra ID tasks

• Ability to troubleshoot DNS, DHCP, VPN, Wi-Fi, firewall rules, VLAN-related connectivity issues, and ISP/router faults

• Experience with Windows 10/11 endpoint troubleshooting, device setup, Microsoft 365 apps, printers, AV/EDR, and remote support tools

• Experience working from a PSA ticket queue and using RMM tools for remote support, scripting, alert response, and endpoint maintenance

• Clear communication skills with both technical and non-technical users

• Ability to prioritize and manage multiple tickets effectively

• Customer-focused attitude with a strong sense of ownership

• Australian working rights

• Current Driver’s License and own reliable car.

What We’d Love to See

• Recent (In the last 3 years) Microsoft, CompTIA, or similar certifications

• Exposure to cybersecurity tools and best practices

• Experience with Intune, Entra ID, backup tools, or endpoint security platforms

Why Join Katana IT?

• Competitive salary package based on capability

• Work across diverse client environments — no two days are the same

• Clear progression into senior support, project, or engineering roles

• Supportive, no-ego team culture

• Ongoing training and certification support

• Modern tools and well-managed client environments

• Local Gregory Hills office — avoid the daily CBD commute

Apply Now

If you’re a motivated support technician looking to grow your career in a quality MSP environment, we’d love to hear from you.

Apply via Seek with your CV addressed to Luke Santillo.

Please also include a short note answering:

What’s the most complex support issue you’ve troubleshot end-to-end, and how did you approach it?

Generic applications without this response may not be reviewed.