? Support Engineer (MSP) – Join the A-Team at CNS ?
Location:
Crows Nest [Moving to North Sydney early ****]
Type:
Full Time | 8:00AM–5:00PM
Industry:
Managed Services
Are you a true A-Player Support Engineer?
CNS has been delivering exceptional technology outcomes for 25 years, backed by an 80+ strong global team. As we continue to scale, we're searching for a
Support Engineer
who thrives in complexity, brings structure to chaos, and elevates everyone around them.
This is a
high-impact Support Engineer Role
—responsible for providing Level 1.5 to 2 support to our clients, as well as mentoring L1 team members.
Key Responsibilities
Translate client issues and business needs into structured support actions, enforcing service desk governance and best practices.
Manage a high volume of support tickets and incidents in a fast-paced, multi-client MSP environment, coordinating resources to meet SLAs and deliver excellent service.
Identify and mitigate risks to service continuity, maintaining clear and accurate documentation throughout the ticket lifecycle.
Collaborate with internal engineers, escalation teams, and external vendors to resolve complex technical issues efficiently.
Drive momentum in service desk operations, proactively removing blockers and ensuring high-quality outcomes—even when client requirements are ambiguous or evolving.
Act as a trusted advisor for clients, providing transparent communication, timely updates, and outstanding customer satisfaction.
Guide, mentor, and uplift fellow service desk team members, contributing to the maturity and capability of the CNS support function.
What Makes You an "A Player"
Experience:
2–3 years in a similar level role, ideally within a Managed Service Provider (MSP) environment supporting multiple clients and platforms.
Certifications:
Microsoft Fundamentals (AZ-900, MS-900, SC-900) and additional certifications (e.g., Azure Administrator, Endpoint Administrator, ITIL 4 Foundation, Fortinet, Citrix) highly regarded.
Tech Savvy:
Solid working knowledge of Microsoft systems (Windows Server/Client, Azure, Microsoft 365), networking (routers, switches, firewalls, VPNs), security principles and products (Defender, vulnerability response), automation (PowerShell), and basic Linux administration.
People Skills:
Exceptional communicator—able to explain technical issues to both technical and non-technical audiences, build strong client relationships, and collaborate effectively with team members and vendors.
Problem Solver:
Logical and methodical approach to troubleshooting; able to isolate, replicate, and resolve complex technical issues, and contribute to continuous improvement.
Attitude:
Positive, proactive, and reliable. Shows enthusiasm for helping customers and team members, consistently delivers high-quality work, and takes initiative.
Presence
Hybrid working arrangement: 4 days in the office and 1 day WFH, with additional ad hoc WFH for unexpected times.
Why CNS?
Rewards & Recognition:
Bonuses, extra leave, and a "win together" culture. Merit-based environment.
Growth:
Paid training, certifications, and a clear path to leadership.
Well-being:
Well-being allowance, like-minded culture and a supportive team.
Innovation:
Work with the latest tech and help shape the future of IT delivery.
Next Step
If you would like to apply, please submit your CV and, if shortlisted, we will send you the full job description and screening form.
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