Senior Systems & Network Engineer – MSP (Technical Escalations)

We are an established Managed IT Services Provider (MSP) delivering comprehensive technology solutions to small and medium-sized businesses.

Our services include managed IT support, Microsoft 365, Google Workspace, networking, cybersecurity, cloud solutions, server infrastructure, web hosting and business communications.

We pride ourselves on delivering reliable, practical IT solutions while building strong, long-term relationships with our clients.

We are looking for an experienced and proactive Senior Systems & Network Engineer to join our Melbourne technical team.

About the Role

This is a senior, hands‑on technical position combining advanced troubleshooting, infrastructure management, networking, web hosting, business communications and client support.

Based at our Cranbourne West office, you will be a key technical escalation point for our service desk team, providing guidance, assisting with complex issues and taking ownership of technical challenges.

You will work across a broad range of client environments, providing remote support and attending client sites for network installations, equipment deployments, infrastructure upgrades and troubleshooting.

A key focus of the role is ensuring client environments are secure, reliable, well‑maintained and properly documented.

We are looking for someone who is technically confident, approachable and comfortable sharing knowledge with colleagues. You should be equally capable of independently resolving complex infrastructure issues, assisting junior engineers and communicating directly with clients.

The position also offers opportunities to contribute to technical planning, service improvements and team development.

Key Responsibilities

1. Senior Technical Support & Escalations

Act as a senior technical escalation point for Level 1 and Level 2 service desk engineers.

Provide technical guidance, troubleshooting assistance and mentoring to other team members.

Independently investigate and resolve complex infrastructure, network, server and hosting issues.

Take ownership of escalated technical incidents through to resolution.

Perform root cause analysis and recommend preventative improvements.

Assist with prioritising technical issues and coordinating complex support activities.

Contribute to improved technical processes, service delivery and operational efficiency.

2. Networking & Infrastructure

Install, configure, maintain and troubleshoot business networks, routers, firewalls, switches and wireless access points.

Administer Ubiquiti UniFi environments, including gateways, managed switches, wireless networks and VLAN configurations.

Troubleshoot TCP/IP, routing, DNS, DHCP, VLANs, VPNs and network connectivity.

Configure and maintain network security, firewall rules and remote access solutions.

Investigate network performance, reliability and security issues.

Assist with network upgrades, infrastructure migrations and new office installations.

Provide onsite network equipment installation and troubleshooting.

Administer and support Linux‑based hosting environments using WHM and cPanel.

Troubleshoot hosting performance, resource utilisation and service availability.

Manage DNS, SSL certificates, email hosting and related server configurations.

Investigate Apache, Nginx, PHP, MySQL/MariaDB and common Linux hosting issues.

Assist with server migrations, account management, backups and restorations.

Perform server maintenance, patching and security‑related troubleshooting.





Work with developers and third‑party providers where application‑level issues require specialist assistance.

Administer Windows Server environments, including Active Directory, Group Policy, DNS and DHCP.

Support Microsoft 365, Exchange Online, Entra ID and related cloud services.

Troubleshoot server infrastructure, authentication, permissions and connectivity issues.

Manage and support virtualised environments, including Proxmox and Hyper‑V.

Assist with infrastructure upgrades, server migrations and new client onboarding.

Support backup, monitoring, endpoint security and disaster recovery solutions.

5. Business Phone Systems & VoIP

Install, configure, administer and troubleshoot business VoIP phone systems.

Support 3CX phone systems, including extensions, call routing, queues, ring groups and inbound/outbound calling.

Troubleshoot SIP trunk connectivity, registration issues, call quality and network‑related VoIP problems.

Assist with phone system deployments, migrations and upgrades.

Work with SIP trunk providers and telecommunications vendors to resolve service issues.

Configure and troubleshoot IP handsets and associated network infrastructure.

6. Client‑Facing & Onsite Technical Support

Communicate directly with clients to understand technical requirements and resolve issues.

Explain technical problems, recommendations and solutions clearly to non‑technical stakeholders.

Attend client sites to install and configure networking equipment, computers, servers and business phone systems.

Set up and deploy new desktop computers, laptops, workstations and peripherals.

Assist with current client onboarding, office relocations and infrastructure projects.

Maintain professional and positive client relationships.

Identify infrastructure risks and recommend practical improvements.

7. Technical Documentation & Knowledge Management

Create, maintain and improve technical documentation for client environments.

Document critical infrastructure, including network configurations, firewall rules, VLANs, VPNs, servers, virtual machines, hosting environments and backup systems.

Maintain accurate network diagrams, system configurations, technical procedures and recovery instructions.

Ensure documentation enables other engineers to support, maintain and recover systems independently.

Record infrastructure changes, troubleshooting outcomes and resolutions in company documentation and service management platforms.

Identify documentation gaps and proactively address them.

Promote knowledge sharing and consistent technical practices across the team.

8. Technical Leadership & Team Collaboration

Provide technical guidance and support to junior engineers.

Assist with coordinating complex technical issues and infrastructure projects.

Contribute to technical decision‑making and infrastructure planning.

Identify opportunities to improve internal processes and service delivery.

Promote accountability, collaboration and knowledge sharing.

Demonstrate leadership through technical expertise, communication and ownership of outcomes.

Minimum 5 years of hands‑on IT experience, preferably within an MSP or multi‑client environment.

Strong networking knowledge, including TCP/IP, VLANs, routing, switching,



firewalls, DNS, DHCP and VPNs.

Practical experience configuring and troubleshooting business‑grade networking equipment, ideally Ubiquiti UniFi.

Hands‑on experience administering Linux‑based web hosting environments, particularly WHM/cPanel.

Ability to troubleshoot hosting services, DNS, SSL, email delivery and server performance issues.

Strong Windows Server, Active Directory and Microsoft 365 administration experience.

Experience supporting business VoIP systems, including 3CX or comparable IP‑PBX platforms, SIP trunking, call routing and troubleshooting.

Experience with backup, monitoring, patching and endpoint security solutions.

Demonstrated ability to independently investigate and resolve complex technical issues.

Experience acting as a technical escalation point or providing guidance to other engineers.

Strong client‑facing communication and customer service skills.

Demonstrated ability to produce clear and accurate technical infrastructure documentation.

Ability to manage competing priorities, take ownership and work collaboratively.

Willingness to perform both remote technical support and hands‑on onsite installations.

Highly Desirable Skills

Advanced Ubiquiti UniFi network administration.

Advanced WHM/cPanel and Linux server troubleshooting.

Hands‑on experience administering 3CX phone systems.

Proxmox virtualisation and virtual machine management.

Acronis backup and disaster recovery.

Google Workspace administration.

Cloudflare, DNS management and web security.

Experience with RMM, PSA and IT documentation platforms.

Previous experience in a senior technical, team leadership or service delivery coordination role.

Relevant Microsoft, networking, Linux or other industry certifications.

About You

We are looking for someone who:

Enjoys solving challenging technical problems.

Can work independently and take ownership of technical outcomes.

Is approachable and willing to assist colleagues.

Has strong troubleshooting and problem‑solving skills.

Communicates confidently with clients and internal team members.

Values accurate documentation and knowledge sharing.

Demonstrates initiative, reliability and accountability.

Can prioritise competing demands in a busy MSP environment.

Is comfortable working across different technologies and client environments.

Shows leadership potential and a willingness to contribute to team development.

Is equally comfortable troubleshooting a server, configuring a network or deploying a new workstation.

We understand the importance of work‑life balance, professional development and a supportive work environment.

We offer:

Competitive salary based on experience and technical capability.

Flexible working arrangements where operationally practical.

Financial support for professional training and certifications.

Exposure to a broad range of technologies and client environments.

Opportunities for professional growth and career development.

Supportive and collaborative team environment.

Team activities and an in‑office coffee machine.

Additional Requirements

Must hold a valid Australian driver's licence and have access to reliable transport.

Must be comfortable attending client sites across Melbourne as required.

Must be willing to perform hands‑on installations, equipment setup and troubleshooting.

Must have the legal right to work in Australia.

Occasional after‑hours or weekend work may be required for scheduled maintenance or critical incidents, with arrangements discussed in advance.

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📌 Senior Systems & Network Engineer – MSP (Technical Escalations) (Melbourne)
🏢 Leapfrog Market
📍 Melbourne