Sr. MSP IT Engineer (Remote)

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Join Our Dynamic and Award-Winning Cloud Technology Consulting Firm in Sydney!

Are you passionate about technology and committed to providing exceptional service that truly makes a difference?

We’re currently seeking a Senior MSP IT Engineer to join our team of high-performing professionals.
We have been operating for more than 10 years, with a strong industry presence. We are looking to hire someone who is a dedicated, driven individual with proven MSP environments and IT Support experience. We are a technology-forward business, and knowledge of cloud-based IT systems (especially Google Workspace) is highly valued.

Join our team of A-players—if you're one too, apply now!

Why You’ll Love Working With Us
We don’t just offer a job—we offer a career with exceptional rewards, growth opportunities, and a people-first culture. Here's what you’ll get:

Competitive Compensation & Bonuses
- December Bonus
- Performance Incentive Bonus
- Regular Annual Salary Increases as you grow with us

Time Off That Matters
- Paid Leaves after regularization
- Paid National/Local Holidays

Work & Life Experiences You’ll Remember
- Annual Team Conferences & Events – Travel, food and accommodations on us

Investing in Your Growth
- Budget for Training & Development
- Career Growth Pathways

Support to Help You Thrive
- Tech Allowance – Enhance your workstation setup with our support
- HMO Allowance – Your health is our priority
- Government-Mandated Benefits – SSS, PAGIBIG, PhilHealth

Job Overview:
A Senior MSP IT Engineer in an MSP environment plays a crucial role in providing excellent customer service and resolving complex technical issues for a diverse range of clients. You'll wear many hats, from troubleshooting network issues to implementing proactive solutions. Expect a fast-paced environment with diverse challenges and the opportunity to contribute significantly to client success. Here's a breakdown of the typical job description:

Key Responsibilities:

Technical Support:
Troubleshooting: Diagnose and resolve common desktop and software issues for clients through phone, email, and chat support. This includes problems with operating systems, applications, printers, networks, and security concerns.

Ticketing: Log and manage tickets efficiently, documenting the issue, troubleshooting steps, and resolution. Take up escalation issues from L1 engineers.

Knowledge Management: Continuously learn and update knowledge of relevant technologies, services, and troubleshooting procedures. Contribute to internal knowledge bases and documentation.

Customer Service: Provide exceptional customer service by prioritising client needs, actively listening, explaining technical concepts clearly, and maintaining a positive and helpful attitude.

Proactive Support: Monitor client systems for potential issues and proactively address them before they impact productivity. Maintain an awareness of industry trends and emerging threats to inform preventative measures.

Collaboration: Work effectively with other help desk engineers, senior engineers, and internal departments to ensure timely and efficient resolution of client issues.
Provide technical support to clients for network-related issues.
Document and escalate complex issues as needed.
Communicate effectively with clients and explain technical concepts in a clear and concise manner.

Network Design and Implementation:
Design, configure, and implement secure and efficient network solutions for clients.
Consider scalability, performance, and cost-effectiveness when designing networks.
Implement network security measures like firewalls, intrusion detection systems, and access control lists.

Network Monitoring and Maintenance:
Proactively monitor network performance and identify and troubleshoot issues promptly.
Perform regular maintenance tasks like software updates, backups, and patch management.
Analyse network logs and identify potential security threats.
Implement network automation tools to streamline tasks and improve efficiency.

Project Management:
Manage projects, including planning, budgeting, and execution.
Meet deadlines and ensure projects are completed within budget.
Collaborate effectively with other tea ---------- mbers, including project managers and sales representatives.

Preferred Skills:
- Experience in an MSP environment or familiarity with managed services.
- Knowledge of Windows, Chrome OS, Mac OS, Linux, and mobile device platforms.
- Intermediate Networking skills and good security principles.
- Certifications include A+, Network+, Security+, Microsoft AZ-900, Google Workspace Administrator Professional, CCNA, CCNP, and others.

Required Qualifications:
- (MUST HAVE) At least 5 years of experience in an MSP environment doing a Helpdesk Engineer role.
- (MUST HAVE) At least 3 years of experience managing Google Workspace and Microsoft 365 platforms at an administrative level.
- Strong understanding of Windows and ChromeOS operating systems, including troubleshooting and configuration.
- Good understanding of Linux, MacOS, iOS and Android, including troubleshooting and configuration.
- Working knowledge of common business applications like Microsoft 365, Google Workspace and cloud-based tools.
- Experience with RMM software and ticketing systems.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and concise manner.
- Customer service-oriented, with a focus on problem-solving and exceeding client expectations.
- Ability to work independently, prioritise tasks effectively, and manage multiple tasks simultaneously in a fast-paced environment.
- Intermediate-level knowledge of networking technologies (routing, switching, security).
- Familiarity with other network vendors (Cisco, Fortinet, Ubiquiti, etc.) is a plus.
- Proficiency in network troubleshooting methodologies and tools.
- Good understanding of network security principles and best practices.
- Familiarity with scripting languages (Python, Bash) for automation is a plus.
- Good problem-solving and analytical skills.

You’ll thrive here if you’re interested in:
- The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.)
- Supporting small business growth (1–30 employees)
- Applying technology to improve productivity and collaboration