Senior Engineer (Level 3) - (17-1171)

• Act as the primary Tier 3 escalation point for complex technical issues that cannot be resolved by Level 1 or Level 2 engineers
• Provide senior technical support during USA business hours within the company's global follow-the-sun support model
• Administer, configure, and troubleshoot Microsoft 365, Windows Server, Active Directory, Microsoft Entra ID, Exchange Online, and Google Workspace environments
• Implement and maintain cybersecurity solutions including endpoint protection, MFA, Conditional Access, EDR/XDR, email security, and server hardening
• Configure and support networking infrastructure including switching, routing, wireless networks, VPNs, VLANs, DNS, and firewall technologies
• Maintain cloud infrastructure and support hybrid environments across Microsoft Azure and related platforms

• Deliver technical implementations for infrastructure, migration, cloud, and security projects under the guidance of Project Managers
• Perform system migrations, deployments, upgrades, and configuration changes according to project scope
• Test, validate, and document completed implementations
• Identify project risks, technical dependencies, and potential issues early in the project lifecycle
• Support project handovers to operational teams following successful implementation

• Mentor and coach Level 1 and Level 2 engineers during escalations
• Contribute to technical documentation, knowledge bases, SOPs, and operational runbooks
• Participate in internal technical training sessions and knowledge sharing
• Identify opportunities to improve technical standards, documentation, and service delivery

• Communicate technical issues clearly with clients ranging from end users through to executive stakeholders
• Provide timely updates during incidents, escalations, and project delivery
• Translate technical concepts into practical business outcomes
• Collaborate closely with Project Managers, Service Delivery Managers, and Account Managers to ensure excellent client outcomes

• Maintain accurate documentation, ticket updates, and time entries
• Meet utilisation and service quality expectations
• Participate in the shared weekend on-call roster
• Continuously develop technical knowledge through certifications, training, and self-directed learning

• Minimum 5 years of hands-on experience working within a Managed Service Provider (MSP) environment
• Proven administrative experience with Google Workspace, including user provisioning, security settings, organisational units, groups, policies, and ongoing platform administration.
• Extensive experience supporting Microsoft 365, Exchange Online, Active Directory, Microsoft Entra ID, Windows Server, Intune, and Google Workspace, including administration, user management, security policies, and ongoing platform support.
• Strong networking knowledge including TCP/IP, VLANs, switching, routing, VPNs, DNS, wireless networking, and firewall technologies
• Experience administering Microsoft Azure or other cloud infrastructure platforms
• Strong understanding of cybersecurity principles including MFA, Conditional Access, EDR/XDR, email security, vulnerability management, and security best practices
• Experience supporting backup, disaster recovery, and business continuity solutions
• Hands-on experience with RMM platforms, PSA tools, and modern MSP technology stacks
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent written and verbal English communication skills
• Ability to work independently and confidently as the senior technical resource during assigned shifts
• Experience working within a small to medium-sized Managed Service Provider (MSP) supporting multiple SMB clients is strongly preferred. Candidates should be comfortable operating in a fast-paced environment where engineers manage a broad range of technologies, work closely with clients, and take ownership of technical outcomes.
• Demonstrated experience mentoring junior technical team members

• Experience supporting small and medium-sized business (SMB) environments across Australia, the United States, or the United Kingdom.
• Demonstrated success supporting multiple SMB clients simultaneously within a Managed Service Provider (MSP) environment.
• Experience with UniFi networking products and WatchGuard firewalls
• Experience supporting AWS or Google Cloud Platform environments
• Knowledge of Australian Essential Eight, SMB1001, NIST CSF, or similar cybersecurity frameworks
• Experience working with Autotask, Datto RMM, SentinelOne, Check Point Email Security, Keeper, Dropsuite, Backupify, or similar MSP technology stacks.
• Microsoft, Cisco, CompTIA, VMware, Google Workspace, or security-related certifications
• Experience supporting enterprise migrations and infrastructure modernisation projects

• Microsoft 365 Certified: Enterprise Administrator Expert (or equivalent MS-102)
• One of: CompTIA Security+, CompTIA Network+, or Cisco CCNA
• UBWA (Ubiquiti Broadband Wireless Admin) or UEWA, or equivalent UniFi credential

• Microsoft 365 Certified: Security, Messaging, or Teams Associate
• Google Workspace Administrator
• Cisco CCNP or equivalent networking certification
• VMware Certified Professional (VCP)
• CISSP or equivalent security certification
• WatchGuard Certified Systems Professional

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

Disclose any existing ongoing roles or client work

Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)

The role requires alignment with USA business hours and participation in a shared weekend on-call rotation. In return, you'll join a collaborative engineering team that values technical excellence, continuous learning, and career progression.