Senior IT Technical Support Specialist

Incito Business Solutions; Ipswich City; Sur place; AUD 110 000 - 140 000; Plein temps

Résumé du poste

Incito Business Solutions in Springfield Lakes, Queensland, seeks a Senior IT Technical Specialist to lead L3 escalations and mentor L1/L2 engineers. You will own complex issues, advise clients, and design scalable infrastructure across servers, networks, and cloud platforms.

The role is client-facing and senior, requiring autonomous delivery, strong troubleshooting, and a proactive, detail-oriented mindset. A valid license and vehicle are essential for on-site collaboration.

Qualifications

• Extensive experience in Level 3 / senior IT support or engineering role.
• Strong background in MSP environments is highly regarded.
• Proven ability to handle complex, multi-system issues end-to-end.

Responsabilités

• Escalation Ownership: take full responsibility for L3 escalations across infrastructure, networking and Microsoft environments, driving issues through to resolution.
• Technical Leadership: provide guidance and mentoring to L1 and L2 engineers, lifting overall team capability.
• Client Advisory: engage directly with clients to provide technical advice, recommendations, and proactive improvements.
• Systems & Infrastructure: design, deploy, and support solutions across servers, cloud platforms, networks, and end-user environments.
• Proactive Improvement: identify recurring issues, technical debt, and optimisation opportunities — and drive remediation initiatives.
• Delivery Capability: strong troubleshooting and root cause analysis skills and experience implementing and supporting infrastructure solutions.

Connaissances

L3 Support

MSP Experience

Multi-system Issues

Networking

Server Virtualisation

End-user Hardware

Root Cause Analysis

Infrastructure Solutions

Time Management

Communication Skills

Client-facing

Professional Presence

Proactive Mindset

Attention to Detail

Team Player

Independent Worker

Description du poste

Incito Business Solutions – Springfield QLD

Incito delivers high-quality, tailored IT Managed Services and Consultancy to a national client base. We specialise in supporting mid-market organisations with complex environments, where reliability, security, and performance are critical.

Our team combines deep technical expertise with a pragmatic, customer-first mindset. We don’t just resolve issues — we take ownership, provide advice, and deliver outcomes that make a measurable difference to our clients.

We’re now looking for an experienced Senior IT Technical Specialist to join our Springfield Lakes head office, working across both internal operations and client environments.

This is a senior, client-facing role with a strong mix of escalations, solution delivery, and technical leadership.

A valid driver’s licence and access to your own vehicle are essential.

Who Are We Looking For?

This position sits at the top of our technical support function. You will take ownership of complex issues, lead resolution efforts, and act as a trusted technical advisor to both clients and internal teams.

Escalation Ownership

Take full responsibility for L3 escalations across infrastructure, networking and Microsoft environments, driving issues through to resolution.

Technical Leadership

Provide guidance and mentoring to L1 and L2 engineers, lifting overall team capability.

Client Advisory

Engage directly with clients to provide technical advice, recommendations, and proactive improvements.

Systems & Infrastructure

Design, deploy, and support solutions across servers, cloud platforms, networks, and end-user environments.

Proactive Improvement

Identify recurring issues, technical debt, and optimisation opportunities — and drive remediation initiatives.

Why You?

We’re looking for a highly capable, accountable engineer who is comfortable operating autonomously and representing Incito at a senior level.

Core Experience

Extensive experience in a Level 3 / senior IT support or engineering role

Strong background in managed services environments (MSP experience highly regarded)

Proven ability to handle complex, multi-system issues end-to-end

Technical Expertise

Networking fundamentals (routing, switching, VPNs, firewalls)

Server infrastructure and virtualisation platforms

End-user compute, hardware, and peripheral environments

Delivery Capability

Strong troubleshooting and root cause analysis skills

Experience implementing and supporting infrastructure solutions

Ability to prioritise, manage workload, and deliver under pressure

Communication & Presence

Excellent written and verbal communication skills

Confident in client‑facing situations, including on‑site engagement

Professional presentation and strong personal accountability

Mindset

Proactive, solutions-focused, “can do” attitude

High attention to detail and pride in work

Strong team contributor who can also operate independently

Why Incito?

You’ll be joining a growing, high-performing MSP working with established mid-market clients across a wide range of industries.

We offer:

Competitive salary aligned to senior capability

Exposure to complex and varied technical environments

A structured training and certification pathway tied to career progression

The opportunity to contribute beyond support — including architecture, optimisation, and client strategy

A team environment that values ownership, accountability, and continuous improvement