Cairns or Fully Remote | Full-Time
We service computers. We serve humans.
If you’ve worked in an MSP for years, you already know the drill.
You’ve handled escalations. You live in Microsoft 365. You know that fixing the problem is only half the job. How you communicate with the client matters just as much.
What you might be looking for now isn’t another support role, but a place where your experience is trusted, your judgement matters, and you’re not micromanaged.
That’s what this role is.
The Role
We’re looking for a Senior IT Technician with 5+ years of MSP experience who can work autonomously and take full ownership of tickets, systems, and client outcomes.
This is not a junior role and not a step up from Level 1. Training on Microsoft 365 or core MSP tooling is not provided.
Escalation is a last resort, used for business risk, not uncertainty.
What You’ll Be Doing
- Owning tickets end-to-end, from first response to resolution
- Working directly with clients and building trust
- Troubleshooting complex issues across Microsoft 365, endpoints, networks, security, and VoIP
- Documenting environments and fixes properly
- Assisting with project work when required
- Making technical decisions within documented standards
Our Technical Environment
You’ll be working in a structured MSP environment using industry-standard tools. Familiarity with MSP tooling is essential.
Our core stack includes:
- Autotask (PSA)
- IT Glue (documentation)
- Datto RMM, EDR & AV
- Datto SaaS Protection (Microsoft 365 backup) and Datto BCDR
- RocketCyber
- SaaS Alerts
- Inky
- Microsoft 365 (Entra ID, Intune, Exchange, Security)
- Meraki & UniFi networking
- 3CX phone systems
If you’ve worked in a well-run MSP before, this environment will feel familiar.
What We’re Looking For
- 5+ years’ experience in a Managed Service Provider (MSP)
- Strong Microsoft 365 and Intune capability (no training provided)
- Confidence working autonomously and taking ownership
- Clear, calm communication with non-technical clients
- Strong documentation habits
- A professional, human-first approach to support
Brilliant but difficult technicians will not thrive here.
What You’ll Get
- Full-time role with clear expectations
- Cairns-based or fully remote (for the right candidate)
- Autonomy and trust — no micromanagement
- Interesting, varied technical work
- A professional, human-first culture
This Role Is Not For You If
- You’re stepping up from a junior or Level 1 role
- You need training on Microsoft 365 or Intune
- You prefer being told exactly what to do each day
- You avoid client-facing responsibility
Ready to Apply?
If you’re an experienced MSP technician looking for a role where your skills and judgement are genuinely respected, we’d like to hear from you.
Apply with your resume and a brief note outlining your MSP experience.
Only candidates with MSP experience will be considered.
Employment Details
- Full-time position
- Open to candidates local to Cairns or fully remote
- Occasional after-hours work for critical incidents (managed in line with Australian employment legislation)
- Right to work in Australia required
- Reference & Police checks apply
We are an equal opportunity employer and value professionalism, diversity, and mutual respect.
