Senior Help Desk Engineer: MSP Escalation Expert

Searchability®; Adelaide; On-site; AUD 57,000 - 95,000; Full time

Job summary

Searchability is an Adelaide-based MSP delivering IT, cloud, networking and security services to clients nationwide. We seek a Senior Helpdesk Engineer to lead complex incidents and mentor junior staff.

You will own root-cause analysis, supervise servers, networks, and cloud, and collaborate with Projects and Pre-Sales on infrastructure issues. A strong MSP background and advanced troubleshooting are essential.

Qualifications

• At least 4 years’ MSP experience.
• Advanced troubleshooting across Windows Server, AD, M365, Azure and SharePoint.
• Strong networking knowledge: firewalls, VLANs, VPNs, SD-WAN, MPLS.
• Experience with VMware or Hyper-V, backup/DR, EDR and security tools.

Responsibilities

• Escalation point for all helpdesk teams for complex issues.
• Handle remote support and on-site escalations as needed.
• Perform in-depth root cause analysis across servers, networks and cloud.
• Mentor L1 and L2 engineers and build the knowledge base.
• Spot ticket trends to drive proactive improvements.

Skills

Senior Helpdesk

MSP

Windows Server

Active Directory

Microsoft 365

Azure

Fortinet

Networking

PowerShell

Backup & DR

VMware

Hyper-V

EDR

Tools

VMware

Hyper-V

EDR

Job description

Searchability is an Adelaide-based MSP delivering IT, cloud, networking and security services to clients nationwide. We seek a Senior Helpdesk Engineer to lead complex incidents and mentor junior staff.

You will own root-cause analysis, supervise servers, networks, and cloud, and collaborate with Projects and Pre-Sales on infrastructure issues. A strong MSP background and advanced troubleshooting are essential.