MSP Senior Support Engineer (Tier 3 | GWS, M365 Essential8) | WFH
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Job Description Setup and Location: Work from Home Work Schedule: 9:00 AM – 6:00 PM AEST | 7:00 AM - 4:00 PM AEST Employment Type: Full-Time Ready to do work that actually excites you? We are partnering with a Managed Service Provider delivering IT and cybersecurity solutions to SMB clients across Australia. Right now, our Technical Team Lead is the person who does everything: project implementations, L3 escalations, client communication, and team oversight, because we haven't found someone capable of taking the wheel on projects. We need a seasoned MSP engineer who can walk into a discovery meeting, design the solution, build it, test it, hand it over, and make the client feel like they are in expert hands the entire time. You will be the person our team lead can finally delegate to. In return, you get genuine ownership of technical delivery, a direct seat at the table, and a clear path to grow as the company grows. What You’ll Do You’ll be the kind of person who: You bring this to the role: • You make a recommendation, and stand behind it • You read a ticket assigned to the wrong level and fix it without being asked • You can explain MFA to a CEO using an analogy, not acronyms • You write documentation that other people actually use • You have used AI tools to speed up your work — and you know their limits Core MSP Responsibilities Take full ownership of technical project delivery: server migrations, cloud deployments (Azure), network setups, VoIP, Microsoft 365, and Google Workspace implementations from discovery through to client sign-off. Lead discovery meetings, gather client requirements, assess the current environment, and produce a clear, non-jargon scope of work and project proposal for the project manager Make decisive technical recommendations, cloud vs on-prem, licensing, vendor selection, and back them with solid reasoning, not hedging. Coordinate with on-site technicians, vendors, and internal team members to execute projects on time and within scope. Run testing and validation before go-live, manage cutover, and ensure clients experience a seamless transition. Additional Responsibilities for Senior Engineers Act as Tier 3 escalation point for complex technical issues. Administer and optimize Google Workspace and Microsoft 365 environments, including security and compliance. Implement and maintain cybersecurity controls: EDR/XDR solutions (e.g., SentinelOne) Email security (e.g., Proofpoint) Server hardening (cloud and on-prem) Lead security and compliance initiatives aligned with Australian Essential 8, SMB1001, and NIST CSF. Manage and configure MSP tool stack: Autotask, Datto RMM, SentinelOne, Proofpoint, Blackpoint, Exclaimer, CloudRadial, Keeper, Unifi Controller & NVRs, etc. Assist with project delivery: migrations, deployments, and security enhancements. Mentor junior engineers and contribute to knowledge base development. Our Culture & Career Growth Collaborative Team Environment – Work with a supportive global team that values knowledge sharing and innovation. AI-First & Security-First Mindset – We leverage AI-driven tools and automation to deliver smarter, faster, and more secure solutions for our clients. Continuous Learning – Access to training, certifications, and exposure to cutting-edge MSP tools and security frameworks. Career Progression – Clear pathways to advance from L1 to Senior roles and beyond. Requirements What You Bring We’re looking for someone who: Strict Qualification Requirements for the Senior IT Support Engineer 10+ years in IT, with at least 5 years in a Managed Service Provider environment. Proven experience leading technical project implementations end-to-end — not just being one of the hands on the keyboar Advanced hands-on expertise in Google Workspace administration, including security, compliance, and complex migrations. Advanced hands-on expertise in Microsoft 365 administration, including Exchange, Intune, Azure AD, SharePoint, and security/compliance tooling. Strong cybersecurity fundamentals: EDR/XDR, MFA, email filtering, vulnerability management, and server hardening Advanced experience with multi-vendor networking and virtual networks in Azure, GCP, and AWS. Security Frameworks: Experience implementing Essential 8, SMB1001 and/or NIST CSF. Preferred Certifications Microsoft 365 Certified: Administrator Expert Additional Advantageous Certifications: Google Workspace Administrator CompTIA Security+, Network+, or ITIL Foundation CISSP or similar security certifications Benefits Why You’ll Love Working Here HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents) Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary) Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more! Let’s Talk If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.