Technical Support & Escalations Team Lead

Searchability®; Sydney; On-site; AUD 110,000 - 120,000; Full time

Job summary

Searchability® in Sydney is seeking a Technical Support & Escalations Team Lead. The role combines hands-on technical problem-solving with leadership of Level 2/3 escalations across Microsoft Azure, Microsoft 365, networking, and infrastructure.

Based in Sydney, it offers a permanent opportunity with a strong focus on service delivery and technical standards. You will mentor engineers, drive root-cause analysis, and contribute to improving internal processes and documentation while managing

Qualifications

• Proven experience in Level 2/3 IT support and senior technical roles.
• Hands-on Azure experience; able to troubleshoot cloud infra issues.
• Strong Microsoft 365 administration and troubleshooting.
• Knowledge of Entra ID and Active Directory.
• Experience with Windows Server administration and infrastructure maintenance.

Responsibilities

• Support day-to-day technical performance of the team while handling complex Level 2/3 escalations.
• Act as senior escalation point for engineers and resolve challenging incidents.
• Investigate and resolve Azure infrastructure issues, including VMs and networking.
• Support Microsoft 365, Entra ID and related infrastructure services.
• Mentor engineers, prioritise tickets and uphold service delivery standards.
• Document issues and contribute to process improvements.

Skills

Azure

Level 2/3 Support

Microsoft 365

Entra ID

Active Directory

Windows Server

Networking

Intune

Mentoring

Escalation Mgmt

Job description

Technical Support & Escalations Team Lead

Sydney, NSW | $110K–$120K Base

• Permanent opportunity based in Sydney, offering a base salary of $110,000–$120,000 depending on experience.
• Take ownership of complex Level 2 and Level 3 technical escalations across Microsoft Azure, Microsoft 365, networking and infrastructure environments.
• Combine hands-on technical engineering with team leadership, mentoring engineers and driving technical standards and service delivery.

WHO ARE WE?

We're partnering with an established Australian technology business delivering IT support, cloud and infrastructure solutions to a range of customers. With a strong focus on technical expertise, customer service and delivering reliable IT solutions, the business is looking to bring an experienced Technical Support & Escalations Team Lead into its Sydney team.

This is a fantastic opportunity for someone who enjoys combining hands-on technical problem-solving with team leadership. We're looking for someone who can lead from the front, take ownership of complex technical issues and support the development of other engineers. You'll be working across a variety of Microsoft technologies, cloud platforms and infrastructure environments, with the opportunity to make a genuine impact on the technical capability and performance of the wider support team.

WHAT WILL YOU BE DOING?

As the Technical Support & Escalations Team Lead, you'll be responsible for supporting the day-to-day technical performance of the support team while remaining heavily involved in resolving complex Level 2 and Level 3 technical issues. This is very much a hands-on position, where you'll act as a senior escalation point for engineers, troubleshooting challenging incidents across Microsoft Azure, Microsoft 365, networking, servers and infrastructure environments.

You'll be expected to independently investigate and resolve technical problems within Azure environments, including issues relating to cloud infrastructure, virtual machines, networking, identity and connectivity. Alongside this, you'll support Microsoft 365, Active Directory, Entra ID and associated infrastructure technologies, identifying root causes and implementing long-term solutions rather than temporary fixes.

Working across multiple customer environments, you'll take ownership of escalated incidents, assist with troubleshooting complex infrastructure issues and ensure technical problems are resolved efficiently. You'll also provide guidance and mentoring to other engineers, support ticket prioritisation and help maintain high standards of documentation, customer communication and service delivery.

Alongside your technical responsibilities, you'll contribute to improving internal processes, identifying recurring technical issues and developing the capability of the wider support team. The ideal person will be equally comfortable investigating a difficult Azure infrastructure issue as they are guiding another engineer through a technical problem.

WHAT YOU NEED TO HAVE...

• Strong experience in Level 2/3 IT Support, Systems Engineering or a senior technical support position, ideally within an MSP or IT services environment.
• Proven experience independently resolving complex Level 2 and Level 3 technical escalations across Microsoft environments, networking and infrastructure.
• Strong hands-on Microsoft Azure experience, with the technical ability to troubleshoot and resolve issues across Azure infrastructure, virtual machines, networking, identity and cloud services.
• Advanced experience with Microsoft 365 administration and troubleshooting, including Exchange Online, Teams, SharePoint and associated services.
• Strong understanding of Microsoft Entra ID and Active Directory, including identity management, authentication, permissions, Group Policy and access management.
• Experience supporting Windows Server environments, including administration, troubleshooting and infrastructure maintenance.
• Solid networking knowledge, including DNS, DHCP, VPNs, firewalls, TCP/IP and troubleshooting complex connectivity issues.
• Experience working with Microsoft Intune, endpoint management, device configuration and security policies would be advantageous.
• Strong technical troubleshooting skills, with the ability to investigate root causes, diagnose infrastructure issues and implement effective resolutions independently.
• Previous experience leading, mentoring or providing technical guidance to other engineers within a Service Desk, MSP or infrastructure support environment.
• Ability to manage technical escalations, prioritise competing support requests and ensure incidents are resolved in line with agreed service levels.
• Experience supporting multiple customer environments, with an understanding of the challenges associated with managed IT services.
• Strong communication and customer service skills, with the ability to build positive relationships with customers and internal stakeholders.
• A proactive approach to problem-solving, technical improvement and developing the skills and capabilities of the wider support team.

By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.