We're looking for an experienced L3 Systems Support Engineer to join a leading Australian Managed Services Provider (MSP), delivering advanced technical support across Microsoft cloud, server infrastructure, virtualization, networking, and modern workplace technologies.
In this role, you'll work across multiple customer environments, taking ownership of complex technical issues, performing root-cause analysis, and providing expert support across Microsoft 365, Windows Server, cloud infrastructure, identity management, and remote access technologies. You'll also mentor junior engineers, contribute to continuous improvement, and play a key role in maintaining high service standards.
This is an exciting opportunity for someone who enjoys solving challenging technical problems, working across diverse customer environments, and taking ownership of critical infrastructure while continuing to grow their technical expertise.
About the Client
You'll be joining an Australian Managed IT Services Provider that partners with businesses to deliver reliable technology support, cloud services, and modern workplace solutions.
The team specializes in Microsoft 365, cloud infrastructure, Windows Server, networking, cybersecurity, and managed IT services, helping customers maximize productivity through proactive support and expert technical guidance. Working within a collaborative remote team, you'll support a diverse portfolio of customers while contributing to technical excellence and continuous service improvement.
Ideal Profile
We're looking for someone who has:
- Strong experience in Level 3 Systems Support, Senior Level 2 Support, or Infrastructure Support.
- Previous experience working within a Managed Services Provider (MSP) environment.
- Extensive experience administering Microsoft 365 and hybrid cloud environments.
- Strong Windows Server, Active Directory, and Microsoft infrastructure administration experience.
- Experience supporting virtualization technologies such as Hyper-V or VMware.
- Knowledge of networking fundamentals, VPNs, firewalls, DNS, and remote access technologies.
- Strong troubleshooting skills with a root-cause analysis approach.
- Experience managing escalated technical incidents from investigation through to resolution.
- Excellent customer communication and stakeholder management skills.
- Ability to mentor junior engineers while working independently.
- A proactive mindset with strong ownership and accountability.
Responsibilities
Senior Technical Support & Escalations
- Provide Level 3 technical support across multiple customer environments.
- Take ownership of complex technical incidents from investigation through to resolution.
- Perform structured root-cause analysis to resolve recurring technical issues.
- Manage escalated support requests while maintaining excellent customer communication.
- Identify relationships between infrastructure, identity, networking, cloud services, and end-user environments.
- Provide technical recommendations and guidance to customers.
Microsoft 365 & Cloud Administration
- Administer Microsoft 365 environments across multiple customers.
- Manage Exchange Online, Microsoft Teams, SharePoint, OneDrive, and Office services.
- Administer Microsoft Entra ID, Azure Active Directory, user accounts, licensing, permissions, and hybrid identity.
- Support hybrid Microsoft cloud environments.
- Utilise PowerShell to automate administrative and operational tasks.
- Troubleshoot complex Microsoft 365 configuration and access issues.
Server & Infrastructure Administration
- Administer and maintain Windows Server environments.
- Support Active Directory, Group Policy, authentication, and identity services.
- Manage Remote Desktop Services and Terminal Server environments.
- Monitor server health, performance, and availability.
- Support Azure-connected and hybrid infrastructure environments.
- Perform server maintenance and coordinate vendor support where required.
Virtualization, Networking & Security
- Administer Hyper-V and/or VMware environments.
- Manage virtual machines, storage, networking, and virtual infrastructure.
- Configure and troubleshoot VPN and secure remote access solutions.
- Support Sophos firewall environments and DNS administration.
- Apply networking fundamentals to diagnose switching, routing, VLAN, and connectivity issues.
- Escalate specialized networking or infrastructure design work when appropriate.
Systems Administration & Operational Excellence
- Maintain accurate technical documentation and customer configurations.
- Administer remote support and endpoint management platforms.
- Support monitoring, patch management, and infrastructure maintenance activities.
- Contribute to continuous improvement of operational processes and documentation.
- Assist with complex onboarding, offboarding, and infrastructure changes.
Team Collaboration & Technical Leadership
- Mentor and support Level 1 and Level 2 engineers.
- Share technical knowledge and best practices across the team.
- Collaborate with service coordinators and technical teams to ensure smooth ticket progression.
- Participate in technical discussions, incident reviews, and team meetings.
- Promote a culture of continuous learning and customer excellence.
Essential Skills & Technologies
- Microsoft 365 Administration
- Exchange Online
- Microsoft Teams
- SharePoint
- OneDrive
- Microsoft Entra ID / Azure Active Directory
- Hybrid Microsoft Cloud Environments
- Windows Server (2012 R2 / 2016 / 2019)
- Active Directory & Group Policy
- Remote Desktop Services / Terminal Server
- Hyper-V or VMware
- PowerShell
- Sophos Firewalls
- VPN Configuration & Troubleshooting
- DNS Administration
- IT Glue
- ConnectWise Screen Connect (or similar)
- Windows Desktop Support
- Root Cause Analysis
- Technical Documentation & Ticket Management
Nice to Have
- ConnectWise Automate or other RMM/MDM platforms
- Cloudflare DNS
- HPE Smart Storage Administrator
- HPE Integrated Lights-Out (iLO)
- 3CX or other VoIP platforms
- Experience with both Hyper-V and VMware
- Hardware diagnostics and server maintenance
- Printer and peripheral troubleshooting
- Broader networking experience including routing, switching, and VLANs
- Experience supporting customer-specific business applications
