Helping Australian services companies grow through secure, productive technology
We are seeking a highly skilled and adaptable Senior Support & Infrastructure Engineer to join our team in a dual-capacity role.
This position will provide Level 3 support within the Service Delivery team while also contributing to infrastructure projects led by the Engineering and Security team.
The successful candidate will be a technical leader, capable of guiding junior staff, resolving complex issues, and delivering project outcomes across Microsoft 365 and Azure environments.
Service Delivery (Support Team)
* Act as the primary escalation point for complex technical issues across customer environments.
* Provide guidance and mentorship to Level 1 and Level 2 support staff.
* Ensure ticket categorisation and resolution accuracy to support reporting and analytics.
* Maintain and improve documentation for support processes and technical resolutions.
* Participate in service reviews and contribute to continuous improvement initiatives.
* Participate in after-hours escalation-only support as part of a rotating on-call arrangement (retention provided).
Infrastructure Projects (Engineering Team)
* Lead or contribute to the delivery of infrastructure and security projects across Microsoft 365 and Azure.
* Respond to and investigate security incidents, implementing mitigation strategies.
* Assist in the development of cybersecurity awareness programmes for clients.
* Collaborate with cross-functional teams to design and implement scalable, secure solutions.
* Advocate for automation and modern tooling to improve operational efficiency.
Qualifications
* 5+ years experience in a senior technical support or infrastructure engineering role.
* Strong knowledge of Microsoft 365, Azure, Windows Server, and networking fundamentals.
* Experience with security platforms such as Defender XDR, Mimecast, Rapid7, or similar.
* Proficiency in PowerShell and scripting for automation (advantageous).
* Relevant certifications (e.g. Azure Administrator, Identity and Access Administrator, Security certifications).
* Excellent communication and problem-solving skills.
Preferred Experience
* Working in a Managed Services Provider (MSP) environment.
* Delivering technical projects from planning to execution.
* Familiarity with Cisco, Meraki, Fortinet, and other networking solutions.
* Experience with Microsoft SQL, IIS, and Teams Telephony.
You must have the right to work in Australia without restriction.
About Tickbox
* Tickbox provides managed IT services to small and medium businesses across Australia.
* We're passionate about delivering secure, reliable, and simple technology solutions that our customers trust.
Seniority Level
Mid-Senior level
Employment Type
Full-time
Job Function
Information Technology
Location
Melbourne, Victoria, Australia
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