Senior Service Desk Engineer - MSP | Automation & AI Focus

RawTech Group Pty Ltd; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Career growth

AI/automation exposure

Office at Barangaroo

Job summary

RawTech Group, an Australian MSP based at International Towers, Barangaroo, Sydney, seeks a senior Service Desk Engineer to own incidents end-to-end, provide advanced support, and help lift the team’s capability. You will balance reactive support with proactive improvements and drive client outcomes.

You will work across Microsoft 365/Azure environments, be involved in automation, and maintain robust documentation while collaborating with the Service Desk Team Leader.

Qualifications

• 1–3+ years in an MSP or multi-client environment.
• Advanced troubleshooting across workstation, server and network.
• Strong hands-on Active Directory, Group Policy and identity mgmt.
• Experience with Microsoft 365 administration.
• Experience supporting macOS and iOS in business environments.
• Solid security grounding: malware remediation and endpoint protection.

Responsibilities

• Own Level 1 and 2 incidents end to end within SLA across client environments.
• Provide advanced remote and on-site support across Sydney metro.
• Mentor junior engineers and coach them to prevent repeated tickets.
• Perform root cause analysis and permanent problem resolution.
• Assist onboarding of new clients with environment reviews and standardisation.
• Design, implement and support MSP-aligned solutions.
• Maintain documentation that other engineers use and drive service improvements.

Skills

MS 365 admin

Active Directory

DNS/DHCP/VLANs

Troubleshooting

ITIL fundamentals

Security awareness

VMware/Hyper-V

VoIP platforms

Education

Bachelor’s Degree in IT/CS

Tools

Halo PSA

Intune

Jamf

Job description

RawTech Group, an Australian MSP based at International Towers, Barangaroo, Sydney, seeks a senior Service Desk Engineer to own incidents end-to-end, provide advanced support, and help lift the team’s capability. You will balance reactive support with proactive improvements and drive client outcomes.

You will work across Microsoft 365/Azure environments, be involved in automation, and maintain robust documentation while collaborating with the Service Desk Team Leader.