Senior Technical Support & Escalations Lead (Azure/MS 365)

Searchability

Sydney

On-site

AUD 110,000 - 120,000

Full time

3 days ago

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Job summary

Searchability is seeking a Technical Support & Escalations Team Lead in Sydney. The candidate will own complex Level 2/3 escalations across Microsoft Azure, Microsoft 365, networking and infrastructure, while mentoring engineers and driving technical standards.

This hands-on leadership role offers a base salary of $110K–$120K in Sydney. The role combines strong technical problem-solving with team leadership, developing the capabilities of the support team and ensuring high-quality service

Qualifications

Extensive Level 2/3 IT support experience.
Proven leadership in mentoring engineers and driving standards.
Strong Azure and Microsoft 365 troubleshooting capabilities.
Hands-on networking and infrastructure troubleshooting.
Excellent customer service and stakeholder communication.

Responsibilities

Lead day-to-day technical performance of the support team and handle escalations.
Resolve complex Level 2/3 incidents across Microsoft Azure, Microsoft 365 and networking.
Mentor engineers and uphold documentation and service delivery standards.
Investigate root causes and implement long-term fixes rather than temporary workarounds.
Collaborate with customers and internal teams to meet SLAs and improve processes.