Senior IT Escalation Engineer - Networking & Cloud

Systima; Melbourne; Ibrido; AUD 90.000 - 140.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Hybrid working from Collingwood office

Funded certifications

Dedicated training time

Career progression paths

Descrizione del lavoro

Systima in Melbourne, Australia is seeking a senior Level 3 Support Engineer to act as the final technical escalation for our Support Services teams. You will own escalated incidents, lead P1/P2 responses, perform root cause analyses and mentor junior engineers.

This role is hands-on and in the trenches, with responsibilities spanning Microsoft 365, Azure, networking, security, and infrastructure changes, plus documentation and client liaison.

Competenze

• Senior level role requiring hands-on technical expertise with escalation experience.
• Proven ability to manage end-to-end incidents across complex environments.
• Strong documentation and client communication skills.

Mansioni

• Own and resolve escalated tickets that exceed Level 1 and Level 2 scope or carry SLA risk.
• Lead the technical response on Priority 1 and Priority 2 incidents, including root cause analysis and incident reviews.
• Troubleshoot complex issues across Microsoft 365, Azure, networking and endpoint security.
• Design and implement infrastructure changes through the change management process.
• Build runbooks and maintain documentation to a high standard.
• Mentor and upskill Level 1 and Level 2 engineers.
• Represent Systima technically in client meetings for assigned accounts.
• Participate in an after hours escalation roster.

Conoscenze

Advanced networking

Escalation management

Root cause analysis

Documentation

Mentor engineers

Client communication

Incident management

Strumenti

MSP PSA/RMM

Microsoft 365

Azure

Intune administration

Firewall configuration

Descrizione del lavoro

Systima in Melbourne, Australia is seeking a senior Level 3 Support Engineer to act as the final technical escalation for our Support Services teams. You will own escalated incidents, lead P1/P2 responses, perform root cause analyses and mentor junior engineers.

This role is hands-on and in the trenches, with responsibilities spanning Microsoft 365, Azure, networking, security, and infrastructure changes, plus documentation and client liaison.