Senior MSP Systems Engineer: Hands-on Client Tech Lead

Milan Industries; City of Melbourne; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Paid certifications

Training opportunities

Onsite office in Melbourne

Job summary

Otto in Melbourne is seeking a Senior Systems Engineer to balance billable client work with internal technical resources, handling Level 3 escalations and collaborating with service delivery leaders and account managers.

You will work at our Northcote office with some onsite requirements and a strong emphasis on technical depth across Windows, virtualization, networking, and security.

Qualifications

• Demonstrated senior MSP experience in outsourced IT with technical depth
• Strong communication and ownership of issues through resolution
• Comfortable speaking with clients in meetings and hands-on troubleshooting
• Experience with RMM, ITSM, and documentation tools
• Proficient with Microsoft Server OS, AD, Exchange, 365, and Azure
• Experience with virtualization/VDI (VMware/Hyper-V)
• Networking experience (Fortinet, Cisco, LAN/WAN)
• Microsoft/ITIL certifications preferred and maintained

Responsibilities

• Act as senior technical escalation point for the service teams, troubleshooting and diagnosing complex technical faults onsite and remote
• Mentor and upskill L1 and L2 technicians during day-to-day escalation work
• Ticket triage and escalation handling according to the ITIL framework
• Participate in implementation, administration, configuration, documentation, support and enhancement of client infrastructure environments
• Maintain SLAs across both billable and internal work
• Attend client meetings alongside our Service Delivery Leaders, CRO, vCIO and account managers to provide technical input and credibility
• Work closely with sales, finance, admin and service teams, following process across all business units

Skills

MSP experience

Excellent communication

Client meetings

RMM/ITSM

Windows Server / AD / Exchange / 365 /

VMware/Hyper-V / VDI

Networking (Fortinet/Cisco)

Microsoft/ITIL certifications

Tools

RMM

ITSM

Documentation tools

Job description

Otto in Melbourne is seeking a Senior Systems Engineer to balance billable client work with internal technical resources, handling Level 3 escalations and collaborating with service delivery leaders and account managers.

You will work at our Northcote office with some onsite requirements and a strong emphasis on technical depth across Windows, virtualization, networking, and security.