Senior IT Engineer

Position Summary

This role is focused on resolving complex incidents, recurring problems and high-impact service requests that cannot be resolved at Level 1 or Level 2.

This is a hands-on reactive support role. The right person is calm under pressure, technically strong, clear with clients and able to help stabilise environments while keeping tickets moving. They will also guide Level 1 and Level 2 engineers by sharing troubleshooting approaches, improving documentation and helping the team lift its overall technical capability.

We are recruiting for a Senior Support Engineer. To operates an internal capability framework which recognises engineers across Entry, Mid and Senior Support Engineer bands based on demonstrated experience, certifications, technical capability and contribution to the team.

What Success Looks Like

• Complex escalations are resolved properly, not just worked around.
• Clients receive clear updates, realistic expectations and confident technical communication.
• Recurring issues are investigated and fixed at the root cause where practical.
• Tickets are documented clearly with actions taken, findings, next steps and client communication.
• Level 1 and Level 2 engineers are supported without the role becoming a bottleneck.
• The service desk queue remains healthy, with high-priority issues unblocked quickly.
• Knowledge articles, technical notes and standards are improved as part of day-to-day work.

Primary Responsibilities

• Act as a senior escalation point for complex reactive support tickets across the service desk.
• Diagnose and resolve advanced incidents across Microsoft 365, Entra ID, Intune, Windows Server, Active Directory, networking, backup, endpoint and cloud environments.
• Perform root cause analysis on repeat incidents and implement practical fixes that reduce future ticket volume.
• Manage high-priority and escalated tickets in line with SLA expectations and internal queue management standards.
• Use client PSA, RMM and monitoring tools to investigate, document and resolve technical issues.
• Work with vendors and third parties to progress escalated issues while keeping clients updated.
• Assist with client calls and direct support when required, especially for high-impact incidents.
• Mentor Level 1 and Level 2 engineers by explaining reasoning, sharing troubleshooting methods and improving technical confidence.
• Contribute to service desk improvement by identifying recurring issues, gaps in process and documentation opportunities.

Technical Capability

• Strong Microsoft 365 administration experience, including Exchange Online, SharePoint, Teams, licensing and tenant troubleshooting.
• Strong identity and access management experience across Entra ID, Conditional Access, MFA, account lifecycle, permissions and secure administration.
• Strong endpoint management experience, preferably with Intune, Windows Autopilot, Defender, Microsoft update management and device compliance.
• Advanced Windows Server and Active Directory troubleshooting, including Group Policy, DNS, DHCP, file services, print services and authentication issues.
• Strong networking knowledge across TCP/IP, DNS, DHCP, VLANs, VPN, routing, switching and firewall troubleshooting.
• Experience with MSP networking platforms such as Cisco Meraki, UniFi and Fortinet.
• Experience with backup and disaster recovery platforms such as Veeam and Datto.
• Comfortable using PSA/RMM and operational tools such as HaloPSA, NinjaOne, ImmyBot, Huntress, Access4, Datto and similar MSP platforms.
• PowerShell capability for troubleshooting, administration and safe automation of repeatable tasks.
• Good understanding of ITIL-style incident, problem, change and escalation practices.

Certifications and Training

• Certifications are not the only measure of capability, but they help us understand the level of technical depth and progression. For this Senior Support Engineer role, relevant certifications may include:
• · Microsoft 365 Certified: Administrator Expert or equivalent Microsoft 365 administration depth.
• Microsoft Certified: Azure Administrator Associate (AZ-104).
• Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800 / AZ-801).
• CCNA or CCNP, depending on networking depth.
• Microsoft 365 Certified: Teams Administrator Associate or other relevant Microsoft Modern Work certifications.
• Relevant vendor training across Fortinet, Meraki, UniFi, Veeam, Datto, NinjaOne, Huntress, HaloPSA, Access4 and related operational tools.

Cybersecurity certifications are welcome where relevant, but this is not a dedicated security consultant, governance or architecture role. The focus is practical Senior Support Engineer service desk engineering and reactive support capability.

Experience and Fit

• Strong networking skills are required. They will need to quickly identify whether an issue sits with the network provider or with the networking equipment we manage. They will also need to be capable of troubleshooting server-related issues, as there are 17 servers on site, with around 10–13 under client’s responsibility.
• The server environment is Hyper-V, so experience with Hyper-V is also required.
• ·Experience working in an MSP, multi-client or multi-tenant support environment is strongly preferred.
• Comfortable working across multiple client environments, each with different standards, tools and maturity levels.
• Able to manage pressure, prioritise work and stay calm during high-impact incidents.
• Strong written and verbal communication with both technical and non-technical stakeholders.
• Good documentation habits and a willingness to improve knowledge articles and internal processes.
• A practical, hands-on engineer who likes solving hard problems and helping others grow.
• Lives client values: For Family Sake, Stronger Together, Own IT and Better than Yesterday.
• In addition, they will not be dedicated solely to this new client. They will work as part of our capacity team, supporting our broader client base and providing additional assistance to our support team when needed. If there is no work relating to the main client, Core, they will be able to assist elsewhere.
• Amenable to work on shifting and graveyard schedules. Shift 1: 17:30–00:30 (Monday–Friday. Shift 2: 00:00–08:00 (Monday–Friday. These wrap around our team, who cover 07:30–16:00 and 09:30–18:00 Monday–Friday. Weekend cover is TBA.

Senior Support Engineer Banding Guide

The role is advertised as Senior Support Engineer. Internal banding will be confirmed during the recruitment process based on capability, experience and fit.

Band

Typical Profile

What We Would Expect To See

Entry Level 3

Typical Profile: Experienced Senior Support Engineer stepping into senior escalation ownership.

What We Would Expect To See: Can take complex escalations, perform deep troubleshooting, support major infrastructure work and operate with limited oversight.

Mid-Level 3

Typical Profile: Strong senior engineer with clear technical confidence and mentoring ability.

What We Would Expect To See: Can lead complex incident resolution, guide other engineers, complete root-cause analysis and improve standards or documentation.

Senior Level 3

Typical Profile: Highly capable senior engineer with broad technical authority in support environments.

What We Would Expect To See: Can act as a technical reference point, influence standards, unblock major escalations and help lift the service desk’s overall capability.

Performance Measures

Performance is measured through a mix of KPIs, customer experience, teamwork, professional development and personal development. For this role, the most important day-to-day measures are:

• Ticket quality, ownership and documentation.
• SLA performance and queue health.
• Client communication and customer experience feedback.
• Resolution quality, including reduction of repeat incidents.
• Time logging, utilisation and billable work expectations.
• Contribution to knowledge base, standards and team capability.
• Professional development through relevant certifications, training and vendor capability.

Role Boundaries

• This is not a dedicated project delivery or solutions design role, although the engineer may support complex project work when required.
• This is not a dedicated cybersecurity governance or compliance role.
• The core focus is reactive support, escalations, service desk stability, client communication and practical technical problem solving.

Application Question(s):

• Kindly specify your hourly rate in AUD.
• Please state any current work commitments you have, including your working hours for each role.
• Are you willing to use a time-tracking tool as part of your work requirements?
• This role requires rotational shifts. Are you available to work flexible shift schedules?

Experience:

• Microsoft troubleshooting capability: 2 years (Required)
• Strong networking and firewall troubleshooting skills:: 2 years (Required)
• Windows Server and Hyper-V troubleshooting skills: 2 years (Required)
• MSP or multi-client service desk background: 2 years (Required)

Work Location: Remote