Job Description:
We are seeking a highly skilled Senior Technical Support Specialist to manage complex technical issues, deliver projects, and maintain client portfolios.
Key Responsibilities:
* Provide escalation support to junior engineers
* Lead and manage core business portfolios across infrastructure, security, networking, and M365
* Deliver onsite and remote support for complex technical issues
* Plan, implement, and document projects from start to finish
* Conduct onsite client consultations and technical assessments
* Improve internal processes, documentation, and best practices
* Maintain and monitor systems across Datto RMM, EDR, SaaS Protection, and BCDR
* Support clients with cyber maturity initiatives including Essential Eight, DISP, and ISO 27001 alignment
* Work towards KPIs and help maintain our platinum-level service standards
* Participate in interstate and regional travel for project delivery and client work
Required Skills and Qualifications:
* Kaseya One Suite – Datto RMM, EDR, SaaS Protection, Datto BCDR
* Windows Server (On-Prem and Cloud) – AD, DHCP, DNS, RRAS, Group Policy, server migrations
* ConnectWise Manage – ticketing, workflow, and documentation
* Disaster Recovery – Veeam and Datto BCDR
* Microsoft 365 Administration – Exchange Online, Teams, SharePoint, licensing
* Microsoft Intune / Endpoint Manager – compliance, app deployment, autopilot
* Microsoft SharePoint – site builds, permissions, migrations
* Cyber Security frameworks – Essential Eight, DISP fundamentals, ISO 27001 basics
* Mobile Device Management (iOS and Android)
* Fortinet and Ubiquiti networking – WAPs, routers, VPNs, VLANs, firewall configuration
* Able to mentor and guide junior engineers
* Strong written and verbal communication
* Confident and professional in face-to-face client interactions
* Solid project management and documentation capability
* Excellent troubleshooting and lateral thinking skills
* Able to work under pressure and manage competing priorities
Qualifications and Requirements:
* 3 to 4 years experience in an MSP or similar fast-paced support environment
* Experience handling technical escalations
* Current WA driver's license
* Australian Citizenship or Permanent Residency