Senior Systems Engineer

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

At Otto, we pride ourselves on being Authentic and People First, with a No-Nonsense attitude. We are Committed to getting the outcome for our clients always.

We are looking for an MSP experienced, highly technical Senior Systems Engineer to join our team at our head office in Northcote, Melbourne.

Whilst IT is a serious business, we're a bunch of fun, dynamic people who bring energy, humour and heart to what we do. We are proud of our culture and the people we work with and are Great Place to Work certified, something we have worked hard to achieve and maintain over the years. We're also ISO 27001, 9001, 14001 and 45001 certified, and align our security practice to the ACSC Essential Eight.

The Role

This is a senior, technically deep role split roughly 50/50 between billable client work and non-billable internal technical resourcing. On the billable side, you'll be handling Level 3 escalations for clients. On the non-billable side, you'll be attending client meetings alongside our Service Delivery Leaders, CRO, vCIO and account managers, providing the deep technical expertise that keeps the rest of the team moving.

This isn't a role for someone who wants to sit purely on the tools or purely in meetings. You'll do both and that’s the fun part!

You'll be our internal and external go‑to, our techspert!

Please note this role is based at our Northcote office, and there will be some onsite requirements. You must therefore be in Melbourne. Victoria, hold a valid driver's licence and have personal transport.

Responsibilities:

• Act as the senior technical escalation point for the service teams, troubleshooting and diagnosing complex technical faults onsite and remote
• Mentor and upskill L1 and L2 technicians as part of day‑to‑day escalation work
• Ticket triage and escalation handling according to the ITIL® framework
• Participate in the 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 and experience:

• Demonstrated senior experience in an MSP or outsourced IT environment, with genuine technical depth, not just ticket volume
• A great communicator, known for outstanding customer service and taking ownership of issues through to resolution
• Comfortable working directly with clients in meetings as well as deep in the technical weeds
• Experience with RMM, ITSM ticketing and documentation tools
• Strong experience across Microsoft Server Operating Systems, Active Directory, Exchange Server and Services, Microsoft 365 and Azure
• Virtualisation and VDI technologies (VMware/Hyper‑V, Remote Desktop and similar)
• Networking experience with Fortinet, Cisco, LAN, WAN and similar
• Certifications (Microsoft/ITIL) will be highly regarded and are expected to be maintained

A great team environment, competitive salary, paid certifications and training, industry‑leading recognition program and many other benefits are on offer.

This role is a genuine opportunity for a senior technical engineer to have real client impact while staying hands‑on with complex, escalated work.