We're looking for a Senior Systems Engineer to operate as a senior Level 3 escalation point within a high‐performing, SLA‐driven Technical Operations (TechOps) team, leading the resolution of complex cloud, infrastructure, networking, and platform issues while helping uplift technical standards, engineering capability, and operational maturity across the business.
Role & Responsibilities
* Act as the senior Level 3 escalation point for complex technical issues escalated by Level 1 and Level 2 engineers.
* Lead complex troubleshooting and technical resolution activities across cloud, infrastructure, networking, security, and platform environments.
* Take ownership of major incidents where required, coordinating technical resolution activities and engaging with Team Leads and Service Delivery Managers (SDMs) as needed.
* Perform advanced root cause analysis on recurring or high‐impact incidents and implement long‐term remediation strategies.
* Mentor, coach, and technically support Level 1 and Level 2 engineers through guidance, knowledge sharing, and technical leadership.
* Assist in uplifting engineering capability, technical standards, troubleshooting quality, and operational maturity across the TechOps function.
* Provide technical oversight and guidance during complex escalations, major incidents, and client‐impacting events.
* Own technical outcomes end‐to‐end, delivering high‐quality resolutions that minimise rework and repeat issues.
* Engage directly with clients where required, providing clear, proactive, and professional communication while maintaining a consistently high standard of customer service.
* Engage confidently with both technical and non‐technical client stakeholders during incidents, escalations, technical discussions, and advisory engagements.
* Operate effectively within an SLA‐driven environment, maintaining strong response and resolution performance.
* Drive proactive improvements across cloud, infrastructure, monitoring, automation, and operational processes.
* Identify recurring technical and operational issues and work collaboratively to implement long‐term improvements and preventative measures.
* Contribute to improving engineering standards, technical processes, platform optimisation initiatives, and operational best practices.
* Contribute to project delivery activities, including technical implementations, migrations, platform upgrades, and infrastructure improvement initiatives.
* Provide technical input into solution design, remediation planning, and environment optimisation activities.
* Assist with technical assessments, cost optimisation reviews, architecture reviews, reporting, remediation planning, and client‐facing technical recommendations where required.
* Conduct technical environment reviews to identify risks, recurring issues, optimisation opportunities, and infrastructure improvement initiatives.
* Provide proactive recommendations to clients and internal stakeholders relating to cloud, infrastructure, security, performance, resilience, and operational improvements.
* Identify technical and operational gaps across client environments and provide practical remediation and uplift recommendations.
* Maintain accurate and high‐quality technical documentation and knowledge base content.
* Attend client on‐site visits where required.
* Collaborate across TechOps to deliver consistent and high‐quality client outcomes.
Core Technical Requirements (Essential)
* Strong hands‐on experience with Amazon Web Services (AWS) across core services and cloud architecture components (e.g., EC2, VPC, IAM, Route 53, CloudWatch, S3).
* Strong experience supporting Microsoft Azure environments, including IaaS and core cloud platform services.
* Advanced experience with Windows Server, Active Directory, and Group Policy.
* Strong experience administering hypervisor platforms (VMware / Hyper‐V).
* Strong experience supporting networking infrastructure and products such as Cisco Meraki, Ubiquiti, or HP Aruba.
* Advanced troubleshooting capability across cloud, infrastructure, networking, security, and end‐user environments.
* Strong understanding of ITSM processes, including Incident, Problem, and Change Management.
* Experience working within structured MSP and SLA‐driven support environments.
Essential Experience Requirements
* 5–8+ years' experience in a Senior IT engineering role.
* Experience working for an IT services company/MSP.
* Demonstrated experience handling complex Level 3 escalations within an SLA‐driven support environment.
* Proven experience supporting complex cloud and hybrid infrastructure environments.
* Demonstrated ability to operate autonomously within complex client environments.
* Proven experience mentoring or technically guiding junior and mid‐level engineers.
* Experience operating within shared queue and ticket‐driven support models.
* Experience leading major incidents and high‐priority technical escalations.
* Experience contributing to project delivery, technical reviews, and infrastructure improvement initiatives.
* Experience engaging directly with clients and maintaining professional communication throughout the lifecycle of incidents, projects, and technical work.
Additional Technical Skills & Experience (Desirable)
* Microsoft 365 (Exchange Online, SharePoint, Teams).
* Intune / Endpoint Manager.
* Networking fundamentals (DNS, DHCP, VPNs, firewalls, routing).
* Microsoft Defender and endpoint security.
* Backup and disaster recovery solutions (e.g., Veeam, Commvault).
* Monitoring and RMM platforms (e.g., LogicMonitor or similar).
* Experience with ConnectWise or similar ticketing platforms.
* Exposure to scripting and automation technologies such as PowerShell or Python.
* Experience supporting or improving operational tooling and platform integrations.
What Sets You Apart
* Strong ownership mindset and ability to drive issues through to resolution.
* Strong technical leadership and mentoring capability.
* High standards and a strong focus on quality and doing things properly the first time.
* Ability to lead technical outcomes under pressure while maintaining professionalism and quality.
* Ability to prioritise effectively and maintain quality within an SLA‐driven environment.
* High attention to detail and structured approach to work.
* Strong communication and customer service skills, with the ability to engage confidently with both technical and non‐technical stakeholders.
* A proactive mindset focused on improving systems, reducing repeat issues, and uplifting operational maturity.
* Ability to balance technical excellence with customer outcomes and operational priorities.
* Ability to contribute to both operational support and project‐based technical initiatives.
* Strong analytical and problem‐solving capability, with the ability to assess environments and provide practical technical recommendations.
* A consultative mindset with the ability to proactively identify opportunities for optimisation, uplift, resilience and operational improvement.
* A strong continuous improvement mindset with the ability to identify opportunities for optimisation and operational uplift.
Certifications (Mandatory)
* At least one of the following (or equivalent demonstrated capability):AWS Certified Solutions Architect – Associate or ProfessionalMicrosoft Certified: Azure Solutions Architect ExpertVMware certifications such as VCTA (VMware Certified Technical Associate) or VCP (VMware Certified Professional).
* Candidates will be expected to obtain relevant certifications where not already held, as part of their ongoing development.
Additional Relevant Certifications (Beneficial)
* Other vendor‐equivalent certifications aligned to cloud, infrastructure, networking, automation, or security engineering.
Eligibility & Location
* Must have full Australian working rights.
* Brisbane‐based preferred.
* Ability to work across a hybrid model, including remote, in‐office, and client site environments as required.
#J-18808-Ljbffr