System Engineer

Looking for Your Next Challenge? Join the RES Systems Engineering Team

RES. Business IT is a leading provider of IT Managed Services, cloud, and communications solutions across Australia. We're proud to announce that we've been officially certified as a Great Place to Work. This is recognition of our commitment to building an outstanding culture where our people thrive.

If you're looking for a workplace that values collaboration, innovation, and ownership, this is your chance to join a team that's passionate about delivering exceptional outcomes for our customers.

About the Role

We're on the hunt for a System Engineer. The last technical stop when things get complex and need ownership to the end. You'll be the highest level of technical escalation for break/fix and service requests across our Managed Services business unit, taking full ownership of our escalated tickets using your strong technical and customer-focussed skill sets.

As a System Engineer at RES. Business IT, you'll manage complex incidents and service requests referred from our System Administration team, helping to build technical capability of that team, and keep your own ticket queue running like clockwork using our standard processes for escalation, change, time management and prioritisation. You'll talk things through with your peers before escalating further, and play a key role in keeping our customer portfolio compliant through regular checklist reviews.

Key Responsibilities

• Act as the highest level of technical escalation for all break/fix and service requests within the Managed Services business unit.

• Own and resolve complex incidents and service requests referred from the System Administration team, applying strong troubleshooting skills and clear ownership through to resolution.

• Manage your ticket allocations methodically, using our standard processes for escalation, change management, time management and ticket prioritisation.

• Discuss tickets with your peers before escalating further, drawing on the team's collective knowledge to resolve issues at the earliest opportunity.

• Complete scheduled compliance checklists across your customer portfolio and flag any exceptions to the Technical Lead.

• Work closely with the System Administration team, building their troubleshooting capability and technical confidence.

About You

• A proactive, motivated professional who takes full ownership of tickets from first response through to resolution.

• Demonstrated troubleshooting ability and a track record of resolving complex issues independently.

• Minimum of three years' experience in a senior IT operational or technical support role in an MSP environment.

• Comfortable mentoring and supporting less experienced technical staff.

• Excellent written, verbal, and interpersonal communication skills.

• Strong work ethic aligned with our core values.

• Ability to prioritise effectively and manage ticket urgency across a busy portfolio.

• Permanent Australian work rights required.

Skills

• Extensive experience in two or more of the following technical functions, with expert-level support competency and recent qualifications:

  • Microsoft 365 Administration

  • Windows Server and Desktop Administration

  • Meraki, FortiGate and Ubiquiti

  • Security event triage utilising the Microsoft Defender and Sentinel platforms

  • Deploying and managing applications, policies and devices in Microsoft Intune

  • Azure virtual machines, Recovery Services Vault, Azure Virtual Desktop and Azure networking

• Demonstrable, expert-level troubleshooting skills across servers, workstations, networks and security systems.

• Sound understanding of standard ITSM processes, including escalation, change management, time management and ticket prioritisation.

Why Join Us?

At RES. Business IT, we don't just talk about culture. We live it. Being certified as a Great Place to Work means we're serious about creating an environment where you can grow, succeed, and enjoy what you do. You'll be challenged, supported, and celebrated as part of a team that values excellence and collaboration.

We offer our team a number of benefits to ensure we are building a strong culture and our people can continue learning.

• Fortinet and Microsoft certifications paid for by us

• Quarterly team building events

• Salary sacrifice options

• Branded T-shirts, Polo shirts and jacket supplied

• Flexible working arrangements