Be the go to escalation engineer for a fast growing, fully remote Microsoft partner that values people who share what they know.
If you are an experienced MSP engineer who enjoys solving the tricky tickets, explaining fixes in plain language and helping other engineers grow, this role gives you real ownership in a team that is growing fast.
About the Opportunity
Our client is a growing Australian Microsoft consultancy and managed services provider, ISO 27001 certified, that helps organisations across Australia, New Zealand, the UK and the US run modern Microsoft cloud environments. The team is fully remote, close knit and focused on Microsoft and Fortinet.
The business is growing and its service desk is at capacity, so this role adds senior bandwidth alongside the existing Level 3 engineers. You will take on complex escalations across customer environments and be a go to person for a team of Level 2 engineers.
What You'll Do
• Own and resolve Level 3 escalations across Microsoft 365, Entra ID, Intune, Azure and Windows Server
• Handle around 15 to 20 complex tickets a week, keeping customers updated clearly and quickly
• Lead troubleshooting on priority incidents and help find root causes
• Explain technical issues and fixes to customers in plain, simple language
• Support Level 2 engineers on tricky tickets through quick calls and shared knowledge
• Administer Azure services, including virtual machines, storage and Azure Virtual Desktop
• Deliver scoped changes and small projects, with clear documentation
• Use PowerShell and automation to reduce repetitive work
Learning is part of the job here.
The team completes two Microsoft certifications every year. If you already enjoy self study and hold current Microsoft certifications, you will fit right in.
What You Bring
• At least 5 years in IT infrastructure, cloud or technical support, with real Level 3 responsibility
• Customer facing experience at a Managed Service Provider (MSP)
• Strong, hands on knowledge of Entra ID, Intune and Microsoft 365
• Clear, confident communication with customers and colleagues, technical and non technical
• A sense of urgency: you know which tickets matter most and act fast
• Willingness to share knowledge, and to ask when you are unsure
• A self study habit and readiness to complete two Microsoft certifications a year
• Nice to have: current Microsoft certifications, Azure Virtual Desktop, Windows Server and Active Directory, PowerShell, ITIL
Why You'll Love This Role
• Work on complex Microsoft cloud environments for well known Australian organisations
• Be a senior go to voice in a team that values knowledge sharing
• Join a company culture where everyone is encouraged to speak up and be heard
• Keep growing through ongoing Microsoft certification and learning
• A clear path towards Microsoft Project or Cloud Engineer roles
• Australian day hours on a fixed schedule, with no rotating shifts