About the Client

INDEX is partnering with a Private organisation to support a mid-market Managed Service Provider that provides managed cloud and infrastructure services. This environment focuses on operational excellence, platform stability, and continuous improvement across a diverse customer base.

About the role

This role is responsible for resolving complex technical incidents, maintaining the stability of service delivery platforms, and enabling lower-tier teams through structured knowledge transfer. You will also contribute to project delivery, platform improvement, and presales activities, ensuring solutions are operationally viable and sustainable.

Key Responsibilities

- Resolve complex L3 incidents and major outages with a focus on root cause analysis and permanent resolution
- Maintain and optimise service delivery platforms, including monitoring, backup, security, and RMM tooling
- Support project delivery and presales activities, ensuring solutions are technically feasible and supportable
- Build capability across L1 and L2 teams through documentation, knowledge transfer, and process improvement

Requirements

- Proven experience in a senior technical support or engineering role within an MSP environment
- Robust expertise across infrastructure, cloud or networking domains (e.g. Azure, M365, virtualisation, security, or networking)
- Demonstrated experience with ITSM frameworks including incident, problem, and change management
- Ability to communicate complex technical issues clearly and work effectively with clients, vendors, and internal teams





Mandatory Requirements

- Must be based in Sydney.
- Must be an Australian Citizen or Permanent Resident

INDEX Consultants value equal opportunity and advocate for diversity and inclusion. We welcome and encourage applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation, disability, or age to apply. So even if you don’t tick all the boxes, we would still like to hear from you. Please let us know if you require any reasonable adjustments during the interview process.

At INDEX we embrace diversity, inclusion and equal opportunity. First Nations people are encouraged to apply.

INDEX Consultants delivers technology solutions to drive business success. We are part of a $6.9B Tokyo?based global group, with Australian offices in Melbourne, Sydney, Canberra and Brisbane. We take great pride in being trusted advisors to the Public, Financial Services, Energy & Resources, Health and Education Sectors. Our consultants are highly experienced, boasting an average of 15 years’ industry experience across a wide range of subject matter expertise in complex technical and business projects. We’re passionate about what we do and want passionate people to join our rapidly growing team.

We provide reasonable adjustments, including alternate formats to the recruitment process for individuals with a disability. If you require an adjustment to be made during the recruitment process, please call 1300446 339 or email ***********@index.com.au.

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📌 SeniorSupport Engineer (New South Wales)
🏢 INDEX Consultants
📍 New South Wales