Senior most escalation point for the managed services team
Ability to identify and resolve root cause of escalated issues
Opportunity to support and coach a team of 6-8 L1 and L2 engineer
Our client an established, stable and growing Managed Service Provider business that has been catering to small and medium enterprises mainly in Sydney for over 35 years.
The team is expanding in Melbourne and is gearing for growth.
The value proposition for this amazing business is to act as a true strategic partner accountable for delivering increased value and increased efficiency for its customers.
The culture of the organsiation culture is to properly analyse and fix problems to continually improve the clients' environment and confidence in their technology environment.
About the role
Cultural fit is really key for the business.
The culture of the organisation promotes learning, encourages ownership and offers profit share schemes.
Thus, we are looking for someone who wants to be part of such culture.
Strong technical skills across the tech stack specially Microsoft
Ability to identify patterns in repeat tickets and proactively fix the issues from happening
Excellent communication skills and ability to build trust with clients and team
Role and Responsibilities
The role will require you to work as highest point of technical escalation in the managed services team of the business.
Provide L3 escalation support and technical guidance to Service Desk team
Resolve complex, high-priority issues that stall L1/L2 engineers (Deep-dive root cause analysis, not just band-aid fixes)
Investigating recurring complex issues (e.g., intermittent server crashes, slow Azure Virtual Desktop performance) rather than just applying quick fixes
Leading the charge during critical outages (Server down, Ransomware attacks, Azure outages)
Handling high-priority tickets for the VIPs of your largest clients who demand senior-level attention
Act as a technical mentor to junior staff,



reviewing their escalations and running occasional training sessions to uplift the whole team
Configure and monitor the Microsoft Defender stack; lead incident response for security alerts.
Assist with scoping/designing technical outcomes aligning with clients' commercial objectives, when required
Identify and contribute to initiatives that will drive operational efficiencies in Service Desk departments
Drive a documentation culture
Writing advanced scripts to automate user creation, bulk changes, or remediation of alerts.
Microsoft Entra ID (formerly Azure AD), Hybrid Join, and complex SSO integrations.
Deployment and policy management of Microsoft Defender for Business/Endpoint and Defender for M 365
Configuring Conditional Access Policies (MFA, Geoblocking, Compliant Device requirements)
Maintaining the RMM tool (ConnectWise, Datto, NinjaOne, etc.), keeping agent versions updated, and tuning alert thresholds to reduce noise.
Experience and Skills Requirements
Be customer focused and able to multitask and deal with customers of varying IT capability.
Have outstanding customer service skills.
Experience working with a MSP and MSP tools such as ITGlue, RMM, etc)
Experience taking escalations from service desk and mentoring service desk
Service ticketing systems experience (preferably Autotask)
Remote monitoring & management systems experience (preferably N-Able)
Managing escalation experience across:
Cloud technologies (Entra ID, SharePoint/OneDrive, Exchange Online, Intuneand Azure Files, Azure, Modern Workplace/M365, VDI)
Infrastructure virtualisation technologies (HYPERV & Vmware)
Infrastructure hardware (servers, storage, UPS)
Microsoft Server operating systems (including AD, DHCP, DNS, RAS, RDSH, GPOs)
Microsoft 365 suite
End user devices (desktops, laptops, thin clients)
Networking experience (TCP/IP, LAN/WAN connection troubleshooting, DNS, firewalls, NAT rules)
On Offer
Good Competitive Remuneration
Permanent position
Excellent office in Sydney North West & Hills District and Onsite parking
Sydney Western suburbs (a combination of WFH and office)
Genuine caring culture that promotes learning
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📌 SeniorSystem Engineer (Sydney)
🏢 Appetency Recruitment Services
📍 Sydney