Role & Responsibilities
* Act as a Level 2 escalation point for tickets raised by Level 1 engineers
* Diagnose and resolve complex cloud, infrastructure, and platform issues
* Own tickets 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 (both verbal and written), while maintaining a consistently high standard of customer service
* Operate effectively within an SLA-driven environment, maintaining strong response and resolution performance
* Participate in incident, problem, and root cause analysis to identify and address underlying issues
* Take ownership of major incidents where required, driving resolution and engaging with Senior Engineers, Team Leads, and Service Delivery Managers (SDMs) as needed
* Perform scheduled maintenance and proactive system improvements
* 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 (e.g. EC2, VPC, IAM)
* Solid experience with Windows Server, Active Directory, and Group Policy
* Experience administering hypervisor platforms (VMware / Hyper‐V)
* Experience with networking products such as Cisco Meraki, Ubiquiti, or HP Aruba
* Strong troubleshooting capability across cloud, infrastructure, networking, and end‐user environments
* Experience operating within structured ITSM environments, including Incident, Problem, and Change Management processes
* Experience working within an MSP or SLA-driven support environment
Essential Experience Requirements
* 3–5+ years' experience in a Cloud, Infrastructure, or MSP environment
* Demonstrated experience handling Level 2 escalations within an SLA-driven support environment
* Proven experience supporting cloud and on-premises infrastructure environments
* Experience working within shared queue and ticket-driven support models
* Experience managing incidents across cloud, infrastructure, networking, and end‐user environments
* Experience engaging directly with clients and maintaining professional communication throughout the lifecycle of a ticket
Additional Technical Skills & Experience (Desirable)
* Microsoft 365 (Exchange Online, SharePoint, Teams)
* Intune / Endpoint Manager
* Networking fundamentals (DNS, DHCP, VPNs, firewalls)
* Microsoft Defender and endpoint security
* Backup and disaster recovery solutions (e.g. Veeam, Commvault)
* Monitoring and RMM tools (e.g. LogicMonitor or similar)
* Experience with ConnectWise or similar ticketing platforms
Certifications (Mandatory)
* AWS Certified Solutions Architect – Associate
* VMware 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 and infrastructure engineering
Eligibility & Location
* Must have full Australian working rights
* Ability to work across a hybrid model, including remote, in-office, and client site environments as required
We invite qualified professionals to apply.
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