Setup and Location: WFH
Work Schedule: 9:00 AM 6:00 PM QLD | 7:00 AM 4:00 PM PHT
Employment Type: Full-Time
Ready to do work that actually excites you
The Sr. Cloud Systems Engineer/Information Technology Officer (ITO) plays a critical role in supporting the AU-managed services provider's clients by resolving the majority of day-to-day IT support requests while progressively developing deeper technical capability.
This engineer will provide advanced technical support and resolve complex IT issues for clients. The role involves managing projects independently, communicating effectively with clients and staff, and maintaining high service quality. This position is critical for ensuring seamless IT operations and client satisfaction.
- Full administration of Microsoft 365, Entra ID, and Intune.
- Advanced troubleshooting and root cause analysis across cloud services.
- Designing and implementing policies, security configurations, and automation.
- Acting as escalation point for L1/L2 engineers, ensuring smooth resolution of complex issues.
- Collaborating with clients to deliver proactive improvements and value beyond reactive support.
- Handle a range of network issues (TCP/IP, DNS, VPNs, conditional access policies, firewalls, and connectivity troubleshooting).
- Support and optimize client environments using Autotask, Datto, SentinelOne, RocketCyber, and backup solutions.
- Assist in cloud migrations and onboarding new clients to Microsoft environments.
- Monitor and maintain IT systems to ensure optimal performance and security.
- Document support tickets, resolutions, and processes accurately in ticketing systems.
- Analyze system performance and recommend improvements to enhance efficiency.
- Collaborate with cross-functional teams to implement IT solutions and upgrades.
- Be the go-to person for tenant-level M365 administration, including licensing, security score optimization, conditional access, and compliance.
Soft Skills That Make You a Fit
- Confident and resourceful, able to own problems end-to-end, not just escalate.
- Service-oriented and collaborative, able to work well across distributed teams (AU + PH) using Teams as the main collaboration hub.
- Strong communicator, able to talk to demanding stakeholders (including directors/CEOs) with professionalism and calm.
- Critical thinker, knows when to check knowledge bases, ask the right questions, and think outside the box.
- Resilient, can handle pressure, setbacks, and pushback while staying professional.
- Willingness to learn, open to self-paced Microsoft certifications, and continuous upskilling
Work Ratio (Indicative)
- 7075% Level 1 & Level 2 ticket resolution and ownership
- 1015% Assisted Level 3 work and exposure to higher-complexity issues
- 1015% Documentation, process adherence, and project/change support
(Throughput expectations adjust when assisting with complex or project-based work.)
What You'll Do
You'll be the kind of person who takes ownership, works methodically, and communicates clearly.
Helpdesk & Ticket Ownership
- Resolve Level 1 and Level 2 tickets end-to-end across the MSP stack.
- Own tickets from assignment through resolution and documentation.
- Apply structured troubleshooting and root-cause analysis.
- Escalate early and appropriately when scope, risk, or complexity increases.
- Maintain proactive, clear communication with clients at all times.
- Prevent stale or unattended tickets and meet SLA commitments.
Endpoint, OS & Device Support
- Support Windows and macOS environments.
- Perform device setup, deployment, and user onboarding/offboarding.
- Troubleshoot OS, application, performance, and peripheral issues.
- Assist with Intune enrollment, compliance, and app deployment.
Microsoft 365 Operational Support
- Day-to-day administration of Microsoft 365 tenants.
- User, group, and license management.
- Entra ID administration and MFA support.
- Exchange Online mailbox and mail flow troubleshooting.
- SharePoint, OneDrive, and Teams access and sync support.
- Apply security and governance standards when making changes.
Security, Backup & Networking Support
- Respond to common security alerts under guidance.
- Support endpoint protection, email security, and identity controls.
- Perform Microsoft 365 backup restores following the procedure.
- Assist with backup testing and incident response.
- Troubleshoot SMB networking issues (Wi-Fi, DNS, connectivity).
- Support Meraki and UniFi environments at a support level.
Telephony (3CX)
- User and extension management.
- Basic call flows, queues, and voicemail configuration.
- Troubleshoot common call quality and registration issues.
- Escalate complex SIP or network-related problems.
Projects, Documentation & Process
- Assist with project delivery under senior engineer guidance.
- Support desktop rollouts, user deployments, and minor upgrades.
- Maintain accurate ticket notes and update IT Glue documentation.
- Follow SOPs and contribute process improvements when identified.
Performance Measures (KPIs)
Performance is measured on throughput, quality, consistency, and ownership.
- Target throughput: 3040 points per day (weekly average)
- Indicative ticket weighting:
- Level 1: 1.0 point
- Level 2: 1.5 points
- Assisted Level 3: 1.02.0 points (context dependent)
- First response SLA: 100% compliance
- Utilisation target: 7580%
- Clear documentation on all resolved tickets
- Low rework and repeat incidents
- Positive client feedback (CSAT)
- Zero tolerance for stale or abandoned tickets
What You Bring
Core Requirements (Non-Negotiables)
- 5+ years of recent experience in an MSP environment
- Strong capability handling Level 1 and Level 2 tickets independently
- Experience with Microsoft 365, Intune (operational use), and Entra ID basics
- Exposure to Meraki or UniFi and 3CX (user/basic configuration)
- Confident phone-based client communication
- Ability to prioritise, manage time, and work within SLAs
- High attention to detail, ownership mindset, and reliability
Tooling & Platforms
- PSA: Autotask (or similar)
- Documentation: IT Glue
- RMM: Datto RMM
- Security: Datto AV / EDR, Datto SaaS Protection
- Microsoft 365 Admin Centre
Why This Role Matters
This role enables the client's leadership to step away from frontline support while ensuring clients continue to receive consistent, high-quality service. For the right candidate, it offers clear progression toward senior MSP capability, hands-on exposure to complex environments, and the opportunity to grow within a structured, standards-driven MSP.
Why You'll Love Working Here:
- HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).
- Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
- Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!
