Senior IT Support Engineer – Managed Services
Adept IT Solutions is a locally owned, high-performing Managed Service Provider based in Cameron Park.
We're growing and looking for an experienced Senior IT Support Engineer who enjoys solving complex technical problems, taking ownership of outcomes, and delivering exceptional service to clients.
This position is ideal for a technically skilled and capable engineer who thrives on resolving challenging issues, contributing to technical improvements, supporting project delivery, and helping lift the capability of the wider team.
You'll be trusted to work independently, communicate confidently with clients, and drive issues through to a sustainable resolution.
Full-time | 40 hours per week | 8:30am–5:00pm | Cameron Park (Head Office)
About the Role
As a Senior IT Support Engineer, you'll serve as a key technical resource within our Managed Services team, providing advanced support across Microsoft 365, cloud platforms, networking, security solutions, and core business systems.
You'll work closely with clients, vendors, and internal team members to resolve complex technical issues, implement approved changes, and contribute to ongoing service improvement initiatives.
Beyond day-to-day support, you'll help identify recurring issues, improve technical standards, and contribute to the continuous improvement of our service delivery operations.
Australian permanent residents are eligible to apply for this position.
What You'll Do
Act as an escalation point for complex technical incidents and service requests beyond standard support requirements.
Own technical issues from investigation through to sustainable resolution, ensuring proactive communication with clients throughout the process.
Provide a professional and responsive client experience through a combination of phone, remote, onsite, and written communication.
Handle incoming client calls as required,



including technical troubleshooting, issue triage, service requests, and escalation management.
Build strong working relationships with clients by providing trusted technical advice, clear communication, and high-quality service outcomes.
Troubleshoot and resolve advanced issues across:
Microsoft 365
Entra ID and identity management
Networking and connectivity
Backup and recovery solutions
Security and endpoint management platforms
Business‐critical applications and services
Implement approved changes and technical improvements in accordance with internal processes and best practice.
Contribute to the delivery of approved projects, migrations, deployments, and larger technical changes.
Perform root‐cause analysis and identify opportunities to reduce recurring support issues.
Work with third‐party vendors to drive resolution of complex incidents and requests.
Provide onsite support when required, including deployments, troubleshooting, technical workshops, and other client‐facing engagements.
Maintain high‐quality technical documentation, knowledge base articles, and client environment records.
Contribute to knowledge sharing and provide technical guidance to team members where appropriate.
Follow security best practices, including identity verification, least privilege principles, and secure administration processes.
Contribute to continuous improvement initiatives that enhance service quality, consistency, and client outcomes.
What You'll Bring




Minimum 5 years proven experience in a Managed Services (MSP) environment or a similarly fast‐paced technical support role.
Strong experience troubleshooting and resolving complex technical issues across Microsoft and cloud‐based environments.
Advanced knowledge of Microsoft 365 administration and support.
Strong understanding of networking fundamentals including DNS, DHCP, Wi‐Fi, VPNs, routing, and switching concepts.
Experience working with backup, recovery, endpoint management, and security platforms.
Excellent analytical and problem‐solving skills.
Strong customer service and communication skills, with the ability to explain technical concepts in a clear and qualified manner.
Excellent documentation habits and attention to detail.
Ability to prioritise effectively, work independently, and remain calm under pressure.
ICT tertiary qualifications or equivalent practical industry experience.
Highly Regarded
Microsoft certifications or other relevant industry certifications.
Experience with Microsoft Intune, Microsoft Defender, Conditional Access, and modern security frameworks.
Exposure to server administration, cloud infrastructure, or firewall platforms.
Experience with PSA, RMM, and remote support tools.
Automation or scripting experience (PowerShell or similar).
Experience contributing to technical projects, migrations, and infrastructure upgrades.
What We Offer
Competitive remuneration.
Exposure to a wide variety of technologies, environments, and technical challenges.
A supportive team culture focused on high‐quality service and strong client outcomes.
Ongoing professional development opportunities, including training and certification support.
Regular team learning and knowledge‐sharing sessions.
The opportunity to contribute to technical improvements and help shape service delivery standards.
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📌 Senior It Support Engineer – Managed Services (New South Wales)
🏢 Adept IT Solutions
📍 New South Wales