A fast-growing Managed Service Provider (MSP) based in Sydney is looking for an experienced Level 3 Remote Systems Engineer to join our technical team.
Are you passionate about designing and implementing cutting-edge IT solutions? Do you excel in troubleshooting complex issues, managing cloud environments, and delivering top-tier client service? If so, this is the exciting career move you’ve been waiting for.
A fast-growing Managed Service Provider (MSP) based in Sydney is looking for an experienced Level 3 Remote Systems Engineer to join our technical team.
Are you passionate about designing and implementing cutting-edge IT solutions? Do you excel in troubleshooting complex issues, managing cloud environments, and delivering top-tier client service? If so, this is the exciting career move you’ve been waiting for.
Responsibilities:
Customer Support & Incident Management Provide Tier 2 & 3 Support – Handle escalated technical issues from junior team members and ensure timely resolution. Incident Resolution & Documentation – Diagnose issues based on error messages and user feedback in a timely manner, troubleshoot, and resolve incidents within agreed SLAs, maintaining detailed documentation. Client Communication – Provide clear, concise, and helpful responses to user inquiries and keep clients informed about ticket progress and expected resolution times. Guide Troubleshooting Efforts – Assist users and team members through troubleshooting steps for software, hardware, and configuration issues. Success Indicators: SLA adherence, high customer satisfaction scores, reduced repeat issues. Problem Solving and Troubleshooting Diagnose Issues Quickly – Identify problems using structured troubleshooting processes and implement effective solutions as swiftly as possible. Root Cause Analysis – Prevent recurrence by analysing underlying causes and applying long-term fixes. Propose and Implement Solutions – Develop actionable solutions for technical challenges that enhance system stability and user experience. Success Indicators: Reduction in recurring issues, improved resolution times, positive feedback from end-users. System Administration & Infrastructure Management Server & Network Maintenance – Perform routine maintenance, updates, and security patches on servers, networks, and storage solutions. Cloud & On-Premises Management – Support, configure, and optimise cloud and hybrid environments (Azure, AWS, Office 365). Backup & Disaster Recovery – Implement and monitor backup solutions to ensure data integrity and business continuity. Firewall & Security Administration – Assist in network, firewall, and infrastructure configurations to enhance security posture. Success Indicators: High system uptime, compliance with security policies, successful disaster recovery tests. Security & Compliance Endpoint Protection & Compliance Enforcement – Implement and monitor security policies across all managed systems. Threat Detection & Response – Proactively identify vulnerabilities, apply patches, and respond to security incidents in alignment with best practices. Regulatory Compliance – Ensure IT systems align with industry standards such as ISO 27001, NIST, or local data protection laws. Success Indicators: Zero security breaches, compliance audit pass rates, timely vulnerability patching. Project Implementation & IT Infrastructure Management IT Project Delivery – Lead cloud migration projects, ensuring seamless transitions with minimal downtime. Stakeholder Coordination – Collaborate with clients, vendors, and internal teams to ensure smooth project execution. Cloud & Security Management – Configure and manage cloud security settings to protect client data and systems. Server Optimisation – Administer and optimise server environments, ensuring performance and security compliance. Testing & Quality Assurance – Conduct performance testing, rollback plans, and post-implementation reviews. Success Indicators: On-time project delivery, minimal post-implementation issues, positive client feedback. Process Improvement & Automation Standard Operating Procedures (SOPs) – Develop and refine IT support processes for efficiency and consistency. Automation & Scripting – Create scripts and automation solutions to reduce manual workloads and improve response times. Continuous Improvement Initiatives – Identify inefficiencies in IT operations and recommend improvements. Success Indicators: Reduced time spent on repetitive tasks, increased efficiency, documented improvements in SOPs. Client Relationship Management & Reporting Technical Account Management – Act as a trusted advisor for clients, recommending technology improvements aligned with business goals. Performance & Compliance Reporting – Generate and present reports on system health, security incidents, and service usage. Client Education & Training – Provide end-user training on best practices, security awareness, and new technologies. Success Indicators: Increased client retention, positive NPS (Net Promoter Score), client engagement in technology upgrades. Vendor & Asset Management Third-Party Coordination – Work with vendors to manage licensing, warranties, and hardware/software procurement. Asset Tracking & Lifecycle Management – Maintain an up-to-date inventory of IT assets and ensure timely upgrades or replacements. Contract & SLA Adherence – Ensure vendor services align with business objectives and SLAs. Success Indicators: Optimized IT spend, accurate asset records, timely hardware/software renewals.
Requirements:
Advanced Windows Server & Linux administration (Active Directory, DNS, Group Policy) Experience with virtualization platforms (VMware, Hyper-V) Proficiency in cloud platforms (Microsoft 365, Azure, AWS) Strong networking knowledge (VPN, VLAN, TCP/IP, DNS) Familiarity with endpoint security, firewalls, and SIEM tools Scripting and automation skills (PowerShell, Bash, Python) Backup and disaster recovery solutions (Veeam, Acronis) ITIL knowledge and solid documentation practices 
