We are seeking a Senior Systems Engineer to join the team! Are you an experienced Senior Systems Engineer ready to take on a technically challenging and client-facing role within a leading Queensland-owned Managed IT Services provider? This is a fantastic chance to join a high-performing Service and Support Operations team, delivering third-level technical support, leading client onboarding projects, and acting as a trusted consulting engineer for a diverse portfolio of businesses across Australia. With a strong culture of continuous learning, clear career progression, and a values-driven environment, this is a role where your expertise will be genuinely valued and rewarded.

We are a Queensland-owned and operated Managed IT Services, Security, and Cloud Solutions provider supporting over 287 businesses and managing nearly 7,000 endpoints across Australia. Their mission is to help clients embrace digital transformation through quality technologies that drive real business outcomes. Guided by values of Customer, Solution, Integrity, Excellence, Agility, and Respect, they offer a collaborative and high-performing workplace where technical excellence and continuous development are at the heart of everything they do.

What you'll be doing?

- Delivering third-level technical support — Providing escalated support across software, hardware, networks, and cloud systems, taking ownership of complex incidents and driving them through to resolution.
- Leading client onboarding projects — Managing the end-to-end onboarding process for new clients, including stakeholder communication, network audits, documentation, and internal handovers.
- Acting as Consulting Engineer — Serving as the dedicated technical lead for high-priority clients on the watchlist, monitoring ticket activity, mentoring engineers, and reviewing resolutions to ensure quality outcomes.
- Managing major incidents — Taking the role of Major Incident Manager for critical client incidents, coordinating response, communication, and resolution across internal and external stakeholders.
- Designing and maintaining IT systems — Developing and overseeing system architecture, performing monitoring and maintenance, and ensuring all client environments align with the Client Best Practice Framework.
- Managing service tickets — Accurately recording, classifying,



and managing service tickets within SLA thresholds, maintaining accountability for exceptions and escalations.
- Supporting change management — Applying change management procedures, reviewing Requests for Change, and ensuring all changes are approved and appropriately documented before execution.
- Engaging with clients professionally — Building trusted client relationships through professional communication, participating in business technology reviews, QBRs, and client satisfaction feedback processes.
- Maintaining documentation — Ensuring all system modifications, configurations, and client environments are accurately documented and kept current across the appropriate documentation platforms.
- Mentoring and developing junior engineers — Sharing technical expertise, providing guidance, and contributing to the capability uplift of the broader Service and Support Operations team.

Who are we looking for?

- MSP or technical support experience — A minimum of seven years of experience in a technical support or consultancy role, preferably within a Managed Service Provider environment.
- Microsoft platform expertise — Extensive knowledge of Microsoft Windows client operating systems, Office 365, SharePoint, SQL, and Microsoft server systems is essential.
- Virtualisation skills — Solid hands-on experience with virtualisation technologies, specifically VMware and Hyper-V.
- Cloud environment proficiency — Proven expert ability in managing and maintaining Microsoft 365 and Azure cloud environments.
- Backup and disaster recovery knowledge — Expert knowledge of backup and disaster recovery technologies including Acronis, Azure Site Recovery, Barracuda Backup, and Veeam.
- Security awareness — Extensive experience with contemporary security requirements and related technologies across client environments.




- Analytical problem-solving ability — A demonstrated systematic and analytical approach to diagnosing and resolving complex technical issues under pressure.
- Communication skills — Exceptional written and verbal communication skills, with the ability to engage professionally with clients, colleagues, and third parties at all levels.
- Time management and accountability — Strong personal organisation skills with the ability to plan, schedule, and record time accurately across a busy and varied workload.
- Commitment to continuous development — A genuine drive to maintain and grow technical skills, with an expectation to complete three to four technical certifications per year including renewals.
- Australian work eligibility — Current Australian work eligibility is required for this role.
- Physical requirements — The role involves some lifting of hardware and computer equipment, as well as periods of sedentary work while providing remote client support.

Why you should consider this opportunity?

We offer an attractive remuneration package and other benefits, such as:

- Competitive salary progression — Placement on a structured Senior Systems Engineering salary matrix with clear pathways for progression as skills and criteria are demonstrated.
- Certification incentives — Financial incentives available for attaining approved technical certifications, supporting your professional growth and rewarding your commitment to learning.
- Time in lieu or overtime pay — Pre-approved out-of-hours work can be taken as time in lieu or paid out at the staff member's request.
- Structured career development — Access to MS Learn, Barracuda Academy, Acronis Academy, and other learning platforms, with structured 90-day development sprints to support ongoing growth.
- KPI-based bonus opportunities — Performance-based KPIs designed to provide direction and focus, with potential bonus incentives tied to individual and team results.
- Collaborative and values-led culture — Join a team that genuinely values customer focus, integrity, excellence, and agility in everything they do.

We welcome applications from experienced IT professionals who are ready to bring their expertise to a growing, values-driven organisation — we would love to hear from you.

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📌 Senior Systems Engineer (Brisbane City)
🏢 Important Business
📍 Brisbane City