Job Description
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Founded in ****, eNerds is one of Australia's leading Managed IT Service Providers, supporting SMBs with proactive IT support, cloud, and strategic technology guidance.
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With 60+ staff and multiple
SMB IT Partner of the Year
awards, we pride ourselves on a collaborative, down-to-earth culture where people support each other and enjoy working together.
About the Role n
We're looking for an experienced
Senior Systems / Network Engineer (MSP)
who is ready to combine strong technical capability with team leadership.
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You'll lead a small team of
onsite engineers and Service Desk engineers
, helping ensure our clients receive consistently high-quality technical support and that issues are resolved properly, efficiently and within agreed timeframes.
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This isn't a role where you simply manage from the sidelines. You'll remain technically involved, providing guidance on complex issues, supporting escalations and helping the team work through challenging technical problems.
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A major part of your role will also be
developing the people around you
— mentoring engineers, identifying skill gaps, improving technical standards and helping the team continue to grow.
What You'll Do Lead and develop the Engineering & Support team n
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Provide day-to-day leadership, technical guidance and support to onsite and Service Desk engineers.
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Mentor engineers across Levels 1–3 and help build their technical capability and confidence.
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Identify skill and knowledge gaps and work with team members on development and training.
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Promote accountability, collaboration and a high standard of technical delivery across the team.
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Own ticket quality, workflow and escalations n
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Oversee ticket queues,



priorities and workloads to ensure client issues are being progressed within expected timeframes.
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Support and manage technical escalations, including Severity 1 and other business-critical incidents.
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Ensure issues are properly diagnosed and resolved to minimise repeat incidents and reopened tickets.
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Identify recurring technical or process issues and drive improvements.
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Maintain strong documentation and ticket standards across the team.
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Provide senior technical support n
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Act as a senior escalation point for complex systems, infrastructure and networking issues.
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Troubleshoot and resolve Level 2–3 technical issues when required.
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Provide technical guidance and second opinions to engineers.
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Work closely with other senior technical resources across the business when specialist expertise is required.
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Contribute to projects and continuous improvement n
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Provide technical input and support for infrastructure and networking projects.
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Assist with project planning, implementation and handover into support.
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Identify opportunities to improve our systems, processes, tools and technical standards.
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Help ensure project work is documented and transitioned effectively to the support team.
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What This Role Is NOT n
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This is
not
a pure architecture or project delivery position.
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It is
not
a cybersecurity‐specialist role.
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It is
not
a sales position.
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It
is




a hands‐on senior engineering role with a strong focus on
technical leadership, team development, service quality and client outcomes
.
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Core Experience & Capability n
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8+ years in IT infrastructure / systems engineering (MSP experience highly preferred)
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Strong experience across:
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Microsoft 365, Windows Server, Active Directory
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Networking fundamentals (DNS, DHCP, VPNs, routing, switching, Wi‐Fi)
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Experience working on Level 1-3 tickets and dealing with Severity 1 issues
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Proven experience mentoring and leading a team
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Strong documentation skills — producing clear, structured, and usable outputs
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Confident communicator, able to translate technical concepts into business impact
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Good time management skills for self and for a team
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Why Join eNerds n
At eNerds we offer:
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Stay technical
– Continue using your engineering skills rather than moving into a purely people‐management role.
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Variety
– Work across different clients, environments, technologies and technical challenges.
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Great location
– Conveniently located close to Metro, train services and plenty of outstanding local spots.
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A collaborative culture
– Work alongside experienced technical people who genuinely support each other.
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Social & fun
– Team lunches, events and our annual NerdFest.
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Room to make an impact
– Bring ideas, improve processes and help us continue raising the standard of our technical delivery.
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If you're an experienced engineer who enjoys solving complex problems but also gets satisfaction from
helping other engineers become better at what they do
, we'd love to hear from you.
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#J-*****-Ljbffr

📌 Senior Systems / Network Engineer (Msp) (Sydney)
🏢 eNerds
📍 Sydney