Senior Help Desk Technician

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

Senior Helpdesk Engineer

Be the go-to technical expert at a growing national MSP!

• Salary up to $95K + super
• Adelaide, SA
• Work with an established Adelaide-based MSP supporting clients nationally

Are you the engineer everyone turns to when a ticket gets tough? Do you enjoy getting to the root cause of a problem rather than just fixing the symptom? This is your chance to step into the senior technical seat at an MSP where your expertise sets the standard for the whole helpdesk.

WHO ARE WE?

We are an Adelaide-based Managed Service Provider supporting businesses across Australia. We deliver managed IT, cloud, networking, security and VoIP services. We put real effort into technical standards, customer experience and developing our people.

WHAT WILL YOU BE DOING?

As our Senior Engineer, you’ll be the final escalation point for all helpdesk teams. You’ll handle the most complex and critical issues through remote support and, when needed, emergency onsites. You’ll do in-depth root cause analysis and advanced system administration across servers, networks and cloud. You’ll also work with Projects and Pre-Sales on infrastructure issues. On top of that, you’ll mentor L1 and L2 engineers, build out the knowledge base and spot ticket trends to drive proactive improvements.

WHAT YOU NEED TO HAVE?

• At least 4 years’ experience in an MSP environment
• Advanced troubleshooting across Windows Server, Active Directory, M365, Azure and SharePoint
• Strong networking knowledge, including firewalls, VLANs, VPNs, SD-WAN and MPLS
• Experience with VMware or Hyper-V, backup/DR, EDR and security tools
• A current driver’s licence

KEY SKILLS:

L3 / Senior Helpdesk / MSP / Windows Server / Active Directory / Microsoft 365 / Azure / Fortinet / Networking / VMware / Hyper-V / Backup & DR / PowerShell