Senior Help Desk Technician

Searchability®; Adelaide; On-site; AUD 86,000 - 105,000; Full time

Job summary

Searchability, an Adelaide-based MSP, seeks a Senior Engineer to be the go-to technical expert for national clients. You’ll own complex incidents, perform root-cause analysis and mentor L1/L2 engineers while shaping the knowledge base.

You’ll work on Windows Server, AD, M365, Azure, Fortinet and networking, with remote support and on-site escalation. The role combines hands-on administration with project collaboration and proactive improvement.

Qualifications

• At least 4 years MSP experience.
• 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.

Responsibilities

• Senior Engineer is the final escalation point for all helpdesk teams.
• Handle the most complex and critical issues via remote support and on-site when needed.
• Perform in-depth root cause analysis and advanced system administration across servers, networks and cloud.
• Collaborate with Projects and Pre-Sales on infrastructure issues and improvements.
• Mentor L1/L2 engineers, build the knowledge base and identify ticket trends.

Skills

Windows Server

Active Directory

Microsoft 365

Azure

Fortinet

Networking

VMware

Hyper-V

PowerShell

Tools

VMware

Hyper-V

EDR

Backup/DR

Security tools

Job description

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

• Salary up to $95K + super


• 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

KEY SKILLS:

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