Senior Systems Engineer - L3

We are seeking an experienced Senior Systems Engineer - L3 to join a growing Technical Service Delivery team within a fast-paced Managed Service Provider environment. This role offers a diverse mix of project delivery and technical support responsibilities, with a strong focus on Microsoft 365 technologies and cloud-based infrastructure.

You will work across a broad range of environments supporting businesses, local government entities, medical centres, and other organisations, delivering high-quality technical solutions and exceptional customer service. This is an excellent opportunity for someone who thrives in a dynamic environment, enjoys solving complex technical challenges, and is passionate about continuous learning and professional growth.

You will be working with an established and highly regarded Managed Service Provider delivering IT support and infrastructure services across a wide range of industries. With a strong reputation for service excellence, the organisation partners with businesses and community organisations to provide reliable, secure, and modern technology solutions.

The company values integrity, professionalism, accountability, and continuous improvement, while fostering a collaborative environment where team members are encouraged to grow their technical expertise and contribute meaningfully to client success.

• 5+ years of experience in IT Support or Infrastructure Engineering roles
• Strong hands-on experience with Microsoft 365 technologies including:
  • Exchange Online
  • OneDrive
  • SharePoint
  • Intune
  • Conditional Access
  • Experience working within an MSP environment, including time tracking and ticket management processes
  • Strong troubleshooting skills across cloud and on-premise environments
  • Solid understanding of:
    • DNS management
    • SSL certificates
    • Share permissions
    • Active Directory OU structures
    • NTFS permissions
    • Experience supporting hybrid environments including Azure AD Sync
    • Familiarity with MSP tools such as:
      • Kaseya Autotask PSA
      • ConnectWise Automate
      • ConnectWise Control
      • ITGlue
      • Experience supporting Windows Server environments is advantageous

• Excellent verbal and written communication skills
• Strong customer service and stakeholder management capabilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong documentation and ticket management practices
• Proactive problem-solving mindset with strong troubleshooting abilities
• Ability to collaborate effectively with technical teams and escalate issues appropriately
• Positive, solutions-focused attitude with a strong willingness to learn and develop

• High level of integrity and accountability
• Professional and client-focused approach
• Self-motivated with a strong work ethic
• Passionate about delivering quality outcomes and continuous improvement

• Provide remote technical support via phone, email, and remote access tools
• Set up new users, devices, and accounts
• Configure printers, endpoints, and user environments
• Perform device deployments, setup, and data migrations
• Troubleshoot issues impacting end users across various client environments

• Support and administer Microsoft 365 environments
• Manage and troubleshoot:
  • Exchange Online
  • SharePoint
  • OneDrive
  • Intune
  • Conditional Access
  • Assist with cloud-focused infrastructure support including DNS and SSL certificate management
  • Support hybrid cloud environments and Azure AD synchronisation

• Troubleshoot networking and connectivity issues
• Support on-premise infrastructure environments where required
• Manage permissions, Active Directory structures, and security configurations

• Participate in technical projects and infrastructure improvements
• Maintain accurate ticket notes and time tracking records
• Collaborate with internal resolver teams to resolve escalated technical issues
• Continuously develop technical capabilities and contribute to knowledge sharing within the team