Full time, Permanent

Sydney Southern Suburbs NSW

- Join a reputable Managed Services Provider (MSP) dedicated to innovationand continuous learning
- Serve as the top-level escalation point for technical issues withinthe service desk team.
- Thrive in a culture driven by service excellence and customersatisfaction.

About Our Client

Our client is a well-established and rapidlygrowing Managed Services Provider with nearly two decades of experiencedelivering IT solutions. They serve diverse industries such as healthcare, accounting,manufacturing, and legal. Their focus includes transitioning businesses tocloud-based platforms and offering innovative IT services.

About the Role

You will operate as the final escalationtier for complex technical issues raised by the service desk. Acting as asenior technical resource, you’ll mentor junior engineers and leadproblem-solving initiatives to maintain service continuity and client trust.

Must-Haves:

- Proven experience with MicrosoftWindows environments, cloud platforms (Azure), and the M365 ecosystem
- Strong communication and stakeholdermanagement skills.

Role and Responsibilities

- Deliver expert support for escalatedend-user IT issues.
- Resolveadvanced incidents escalated from Level 1 and Level 2 support.
- Performroot cause analysis and develop solutions to recurring technical problems.
- Takeownership of critical (P1) incidents and ensure prompt resolution.
- Maintainexceptional customer engagement and service delivery standards.
- Upholdprofessionalism across all communication channels—email, phone, andonsite.
- Setthe bar for service excellence and technical consistency.
- Mentorand upskill the technical team through training sessions and processdocumentation.
- Enhanceinternal documentation and contribute to a knowledge-sharing culture.




- Identifyopportunities to improve team efficiency and reduce ticket volume perendpoint.
- Aimfor high first-contact resolution rates (target: 70%).
- Adhereto ticket response SLAs and proactively communicate delays tostakeholders.
- Ensuredata accuracy in client records, documentation, and processes.
- Activelymanage ticket queues and escalation processes while keeping clientsinformed.
- Applystrong troubleshooting skills to isolate root causes and documentpermanent fixes.
- Core Technical Competencies Required:
- Microsoft Windows Server (allversions)
- Office365 / Exchange Online / Exchange Server
- SQLServer configuration and administration
- Hyper-Vand VMware virtualization
- Corenetworking fundamentals (Routing, NAT, VLANs)
- Multi-platformissue diagnosis and resolution
- End-usersupport across desktops, laptops, and peripherals

Skills And Qualifications

- Degree or diploma in IT or relateddiscipline (preferred)
- Industry certifications in Microsoft365, Azure, or vendor-specific technologies (a plus)
- Experience with ConnectWise, Kaseya,and key vendors like Cisco, Juniper, and Sophos is highly desirable
- Minimum 6 years of hands‑on experiencein:o Windows Server/Desktop and Azure cloud operationso M365, Active Directory, and hybrid IT infrastructureo Hyper‑V/VMware administration and network security practiceso Cloud networking (Azure/AWS), LAN/WAN infrastructureo Disaster recovery and backup technologieso VOIP systems suitable for small business environmentso IT systems specific to healthcare (bonus)
- Valid Australian driver’s license andfull working rights in Australia.

What is on Offer

- Exposure to diverse IT environments and projects.
- Growth opportunities opportunities within a dynamic MSP.
- Training and development in cloud and advanced technologies.

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📌 Engineer (New South Wales)
🏢 Appentency Recruitment Services
📍 New South Wales