Join a cybersecurity-first MSP that's all about people, not just tech.
At A Corp Computers, we're redefining what technical support looks like. We're looking for a Senior Technical Support Engineer to be the go-to escalation point, mentor others, and drive real business outcomes for our clients, not just close tickets.
What you'll be doing:
* Own and resolve complex support issues across Microsoft 365, Azure, Windows Server, networking, and backup stacks
* Be the "firewall" for management escalations, dig deep, investigate properly, and resolve
* Coach and uplift junior staff with hands-on mentoring
* Lead by example with strong documentation and process discipline
* Ensure client confidence through calm, clear, jargon-free communication
* Play a key role in incident response, compliance, and applying frameworks like Essential 8 & SMB1001
What you will bring:
* 3+ years MSP experience in a Level 2/3 support or senior tech role
* Strong skills across Microsoft 365, networking, security, and backup platforms
* A mindset of ownership, accountability, and continuous improvement
* Clear communication and a passion for great client outcomes
* Cybersecurity-first thinking baked into your daily work
Why join A Corp?
* A human-first, values-driven culture that actually lives by its principles
* Clients who trust us to solve real business challenges, not just IT issues
* A high-performing team where your voice matters
* Flexibility, autonomy, and a growth path that's actually achievable
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You will be accountable for:
Escalation Handling
1. Act as the first point of escalation for the technical support team.
2. Fully investigate and resolve complex support issues before escalating further.
3. Set an example for others in quality of diagnosis, communication, and resolution.
4. Shield management from unnecessary escalations.
Technical Excellence
1. Resolve technical issues across systems including Microsoft 365, Windows Server, networking, backups, security, and cloud platforms.
2. Provide Tier 2/3 support as required, with an emphasis on root cause analysis and long-term solutions.
3. Operate as a key technical resource during cybersecurity incident response.
4. Adhere to documentation and change management policies.
Team Support and Leadership
1. Mentor junior technical staff, providing guidance and on-the-job coaching.
2. Participate in internal technical reviews and peer feedback loops.
3. Promote a culture of accountability, learning, and best practice within the support team.
4. Contribute to the growth of a high-performing team culture aligned to A Corp values.
Client Experience
1. Deliver exceptional service and maintain strong client relationships.
2. Attend client sites when required to resolve issues, complete onboarding tasks, or lead projects.
3. Communicate technical issues and solutions clearly to clients, both verbally and in writing.
4. Promote confidence and trust through accountability and clarity
Process Improvement and Documentation
1. Identify gaps in current processes and assist in developing improvements.
2. Maintain and update knowledge base articles and client documentation within relevant systems.
3. Contribute to internal technical SOPs and onboarding materials.
4. Provide feedback on recurring issues and recommend proactive resolutions.
Security and Compliance
1. Apply Essential 8 and SMB1001 controls as part of service delivery.
2. Ensure best-practice security posture across all supported environments.
3. Participate in audits, incident reviews, and security projects.
4. Participate in incident response and resolution when required.
Professional Development
1. Proactively maintain certifications and technical knowledge.
2. Stay current on new technologies relevant to A Corp's services and clients.
3. Share insights with the wider team and apply learning in practice.
Key Skills and Attributes
* Advanced diagnostic and troubleshooting skills across Microsoft 365, Windows Server, Azure, networking, backup tools, security stacks, and desktop support
* Understanding of ITIL processes and managed services frameworks
* Excellent documentation habits using modern documentation tools.
* Calm under pressure, with an ability to work independently and as part of a team
* Highly effective communication, both internally and with clients using a no-jargon, client first approach.
* Strong internal collaboration skills and the ability to bring others along for the journey and the ability to coach junior staff, fostering a culture of continuous learning
* Strong time management and ownership of deliverables
* Security-first mindset with working knowledge of E8, MFA, backups, endpoint security, and patch management. Maintain a clear commitment to cyber resilience, governance, and security-first practices