Senior MSP Support Engineer: Lead & Elevate Delivery

Modn Tech Solutions; Western Australia; On-site; AUD 95,000 - 130,000; Full time

Benefits offered by this job

Training and certification support

Flexible working

Job summary

Modn Tech Solutions is seeking a Senior Support Engineer to act as the technical backbone of a service team in a growing MSP. You will resolve complex problems, mentor engineers, and help shape delivery standards across client environments.

You’ll own escalation for Level 1/2, deliver high-quality support, and drive service improvements while coordinating with the Technical Manager and Service Desk. This role emphasizes leadership, reliability, and hands-on technical excellence.

Qualifications

• 5+ years in an MSP or IT support environment, with proven experience in a senior engineering role.
• Strong troubleshooting across infrastructure, cloud and networking.
• Advanced Microsoft 365 and Azure knowledge, plus solid networking fundamentals.
• Experience with virtualization platforms (Hyper-V, VMware) and a strong grasp of cybersecurity best practice.
• Excellent communication and client-facing skills, with the ability to juggle competing priorities.
• A natural mentor who enjoys supporting and developing others.
• Nice to have certifications: MS-100/101, AZ-104/305, CCNA, ITIL Foundation.

Responsibilities

• Advanced technical support: primary escalation for Level 1/2 engineers, diagnosing complex infra, cloud and networking issues.
• Service delivery & client experience: meet SLAs, communicate clearly with clients, keep environments secure and well-documented.
• Infrastructure & cloud: manage Microsoft 365, Azure, hybrid environments, servers, virtualization and backup/DR/security solutions.
• Service coordination & SLA management: triage tickets, prioritize by skill, monitor SLA targets, flag risks.
• Project delivery: scope, plan and lead technical delivery of projects.
• Continuous improvement & leadership: drive problem management, root cause analysis, develop standards and mentor juniors.

Skills

MSP experience

Microsoft 365

Azure

Networking fundamentals

Virtualisation (Hyper-V/VMware)

Cybersecurity best practices

Client-facing communication

Mentoring / leadership

Tools

Datto

Veeam

Meraki

Fortinet

Microsoft 365 admin

Job description

Modn Tech Solutions is seeking a Senior Support Engineer to act as the technical backbone of a service team in a growing MSP. You will resolve complex problems, mentor engineers, and help shape delivery standards across client environments.

You’ll own escalation for Level 1/2, deliver high-quality support, and drive service improvements while coordinating with the Technical Manager and Service Desk. This role emphasizes leadership, reliability, and hands-on technical excellence.