The Systems & Support Engineer provides advanced technical support, systems and network engineering, and project delivery across Honeylight Consulting’s managed services and customer environments. You will analyse, develop and evaluate complex system designs and architecture specifications; plan scalable network architectures; and independently diagnose and resolve complex incidents across networks, infrastructure, cloud platforms, security systems and end-user environments. Working with service desk technicians, project and service delivery teams, and senior technical specialists, you will take ownership of configuration, integration, deployment, testing and optimisation activities; administer customer infrastructure; complete approved changes, upgrades and migrations; improve technical documentation; and contribute to the performance, resilience, security and future capacity of modern on-premises, hybrid and cloud environments. This is a full-time, Melbourne-based role that includes onsite customer support and travel to customer sites as required.

Key responsibilities

- Take ownership of escalated network, infrastructure, cloud, security, connectivity and end-user incidents through to resolution.
- Diagnose and resolve complex issues across LAN, WAN, Wi-Fi, VPN, DNS, DHCP, TCP/IP, VLANs, routing, switching, firewalls and internet services.
- Analyse, develop and evaluate complex system design and architecture specifications to support the configuration and integration of computer systems.
- Plan and design scalable network architectures that optimise performance, resilience and future capacity, rather than limiting the role to maintaining existing infrastructure.
- Administer and troubleshoot Windows Server, Active Directory, Group Policy, file and print services, virtual machines, storage, backups and related infrastructure.
- Manage Microsoft 365, Azure and Microsoft Entra ID services, including identities, permissions, MFA, conditional access, email, collaboration and endpoint access.
- Investigate alerts and service degradation using remote monitoring, network monitoring, logging and management platforms, and perform preventative maintenance and health checks.
- Research, analyse and evaluate network infrastructure to ensure networks are configured for optimal performance, reliability and security.
- Assess network operations and integrated hardware, software and communications systems,



and recommend practical strategic improvements.
- Complete approved changes, maintenance, patching, firmware upgrades, server deployments, workstation rollouts, infrastructure upgrades and cloud or platform migrations.
- Deploy, test and optimise network and system services, taking responsibility for configuration management and overall operational readiness.
- Install, configure and test new and upgraded networks, servers and software applications, extending the role beyond the administration of existing environments.
- Support switches, routers, wireless access points, firewalls, servers, virtualisation platforms, storage systems, backup and disaster recovery solutions, endpoint technologies and cloud services.
- Perform root cause analysis for recurring incidents and recommend preventative, automation or service improvement actions.
- Maintain accurate ticket records, implementation documentation, knowledge articles, asset information and customer environment records.
- Provide onsite customer support, communicate progress and risks clearly, and build trusted relationships with customer stakeholders.
- Provide guidance and technical support to service desk technicians and promote consistent technical standards and best practice.
- Escalate major, security-related or highly complex incidents to senior technical specialists or vendors with comprehensive diagnostics and evidence.

About you

- Demonstrated experience in a service desk, network support, systems administration or infrastructure support role, preferably within an MSP environment.
- Strong customer service, communication, incident ownership and stakeholder management skills.
- Solid practical knowledge of TCP/IP, DNS, DHCP, VLANs, VPNs, routing, switching, Wi-Fi and structured network troubleshooting.
- Hands-on experience administering Windows Server, Active Directory, Group Policy, file services, permissions and Windows endpoints.
- Experience supporting switches, firewalls, wireless access points, servers, VMware and/or Hyper‑V, storage, backup,



disaster recovery and monitoring technologies.
- Experience administering Microsoft 365, Azure and Microsoft Entra ID, including identities, permissions, MFA, conditional access, Exchange Online, collaboration services, Microsoft Intune and Microsoft Defender.
- Ability to analyse logs, isolate faults, identify root causes, implement fixes and document technical outcomes.
- Experience working within incident, request, problem and change management processes and meeting agreed SLAs.
- Ability to work independently, prioritise competing technical issues and collaborate effectively with project teams, senior technical specialists and vendors.
- Experience providing guidance or technical support to service desk technicians.
- Desirable: Experience with Palo Alto, Aruba, HPE infrastructure, Datto, PRTG, Google Workspace, JAMF, Sophos, Ubiquiti, PSA, remote monitoring and management, documentation or IT service management platforms.
- Desirable: Relevant Microsoft, Azure, networking, ITIL or vendor certifications, including Cisco CCNA or equivalent practical experience.
- Current Australian driver’s licence and access to a vehicle, with willingness to travel to customer sites as required.
- Eligibility to work in Australia, ability to satisfy a National Police Check upon request, and a valid Working with Children Check.

About us

Honeylight Consulting is an Australian Managed Services Provider and national ICT consultancy with offices in Melbourne, Brisbane and Perth. We deliver service desk support, networking, cloud, cybersecurity and infrastructure solutions to education, healthcare, not-for-profit, professional services and commercial customers. Our team supports business‑critical environments across on‑premises, hybrid and cloud platforms, with a strong focus on responsive service, reliable technology, practical advice and trusted long‑term client partnerships.

Why Join Us?

- Work across varied customer environments and modern technologies.
- Combine managed services, project delivery and onsite engagement in one role.
- Join a supportive, collaborative team that values innovation, integrity, excellence and customer success.
- Access technical training, certification opportunities and ongoing professional development.
- Contribute directly to service improvement and the growth of a national ICT consultancy.

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🏢 Honeylight IT Consulting
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