Role & Responsibilities
Incident Ownership & Escalation
• Take ownership of incidents escalated from Level 1 and drive them to resolution
• Perform advanced desktop, application and Microsoft 365 troubleshooting
• Diagnose complex customer incidents and networking faults
• Act as the escalation bridge between support and the systems and infrastructure teams
• Complete full diagnostics before escalating to CIS Admin or Infrastructure Engineer, with a clear evidenced handover
Communication & Records
• Ensure all work, updates and communications are recorded in the ITSM system
• Respond promptly when a ticket reaches customer-replied status or on any direct request through any channel
• Keep affected customers and internal stakeholders informed through the ticket
Quality & Continuous Improvement
• Maintain service levels, availability and quality on owned incidents
• Identify recurring issues and raise them for permanent remediation or automation
• Contribute to knowledge base articles and standard operating procedures
• Support and mentor Level 1 analysts where appropriate
Role Boundaries & Expectations
• This role is operational, focused on incident resolution and escalation, not architecture or infrastructure design
• Production changes are executed under approved change control raised by the systems or infrastructure teams
• Risk acceptance and architecture decisions remain with the GM and CTO
• Success is measured by resolution quality, communication, documentation and process adherence
Requirements
Required Experience & Essential Skills
Understanding and practical experience with:
Essential
• Proven Level 2 experience in an MSP or comparable multi-client environment
• Advanced Windows desktop and application support
• Microsoft 365 administration (Exchange Online, Entra ID, Teams, SharePoint)
• Windows Server administration and Active Directory / domain administration
• Networking faults and diagnostics: IPv4, VLANs, routing, switching, DNS, DHCP
• At least one security product suite, ideally Sophos
• RMM platform experience, ideally NinjaRMM
• High discipline with documentation and time tracking in an ITSM system
• Excellent spoken and written English
Desirable
• Microsoft certification (required for at least a portion of the team to meet partner benefit thresholds)
• Hosted PBX / VoIP / SIP support (3CX advantageous)
• Sophos XGS firewall administration
• Exposure to virtualisation (Proxmox VE preferred)
• Scripting for repetitive tasks (PowerShell, Bash)
• Experience working remotely with Australian-based teams