Support Technician – Managed Services (Remote, Australia-wide)

Aphore Technology · Full-time · 100% Remote (anywhere in Australia).

Aphore Technology is a quickly growing, ISO27001 certified Managed Service Provider looking after hundreds of clients, predominantly in financial services. We run a modern, cloud-focused Microsoft stack with well-instrumented tenants and documented processes. We're hiring an L1/L2 Technician to help us absorb solid client growth while protecting the response quality our clients rely on.

This challenging and rewarding role is 100% remote and open to applicants anywhere in Australia. Our HQ is in Melbourne with team members across the country.

Why you'll want this role

• 100% remote, Australia-wide — work from anywhere, in a team built to be distributed
• Modern MSP tooling and clean processes — a modern ITSM platform, RMM, MSP password management, M365 backup, Intune, a self-service portal and KB-driven support
• Ring-fenced learning time — protected hours for certifications and skill development, plus free Microsoft certification exams through our partner programme
• A growing, profitable, Australian-owned MSP — ISO 27001-certified, with expansion under way across the Philippines and US and a genuine progression path (L2 → onboarding, security, project work or leadership)

What you'll do

• First-line support: own submitted L1 tickets end-to-end in our ITSM platform — password/MFA resets, licence changes, password-vault admin, mailbox and permission requests, Intune/Autopilot basics, and first-line OneDrive/Teams/printer troubleshooting — all to clear SLAs
• New-client onboarding: execute week-1 setup alongside our Onboarding Lead — tenant baseline, user provisioning, password-vault rollout, and device and LMS enrolment
• Licence and password-management admin: billing changes, MSP password-vault adds and removes, and monthly reconciliation

Tools you'll use (or pick up fast)

• Microsoft 365 admin (Entra ID, Exchange Online, SharePoint, OneDrive, Teams)
• Intune / Autopilot · Purview (DLP awareness)
• Teams Calling
• MFA / Conditional Access — plus a modern MSP toolset covering ITSM/ticketing, RMM, MSP password management
• M365 secure backup solution
• Copilot / AI solution

Who we're looking for

Someone with one to two years of MSP or IT support experience who's comfortable across the Microsoft 365 admin surface, has spent real time in a ticketing system, and is ready for client-facing work. Exposure to project work — migrations, Teams Calling, backup rollouts — is a bonus, but not essential.

You'll thrive here if you have

• An ownership mindset — you answer, you take the ticket, you close it out; nothing unfinished
• Client-facing polish — many of our clients are wealth firms and financial planners, so tone matters; you're comfortable on the phone and write clean, short emails
• Process discipline — you log your work, calssify appropriately, record resolutions and respect the SLA clock
• Curiosity — you spot repetitive tickets and turn them into KB articles or templates instead of copy-pasting, actively research and share with the team, self-learn and improve your skills
• Comfort in a virtual team — proactive on Teams, keen to assist - not waiting to be asked

You'll need (to be considered)

• Australian working rights and residency (any state or territory)
• Around one to two years of MSP or in-house IT support experience
• Hands-on Microsoft 365 admin experience (not just user-side)
• Experience in a ticketing system with documented SLAs
• Reliable internet connection suitable for remote work

Highly Valued:

• Microsoft certs (MS-900, MD-102, AZ-104), completed or in progress
• ISO 27001 environment experience
• Cybersecurity certification / exposure
• M365 tenant and user onboarding, migration or Teams Calling deployment exposure.
• Intune / Autopilot enrolment
• Power platform experience
• Powershell experience
• Scripting