System Engineer

Tektalent has exclusively partnered with a highly respected managed services provider in Australia — one that's invested years into building a genuinely great place to work. The result: exceptional retention, multiple "Best Places to Work" awards, and a team that's engaged rather than just employed.

Our client services a broad range of Australian businesses, offering implementation services, technical advisory, cloud services, IT modernisation, managed IT support and more.

Their edge isn't just technical capability — it's that this quality of service comes from a genuinely satisfied, well-supported team, not despite the environment but because of it.

The role is permanent, with genuine flexibility to work from the office or from home. Our client is based in Brisbane's inner city, with easy access for commuting.

The System Engineer acts as the last technical stop for all break/fix and service requests within the Managed Services business unit. The role provides the highest level of hands‑on technical escalation, taking ownership of complex incidents and service requests referred from the System Administration team, and managing them through to resolution rather than further escalation.

Tasks & responsibilities

• Act as the highest level of technical escalation for all break/fix and service requests within the Managed Services business unit.
• Own and resolve complex incidents and service requests referred from the System Administration team, applying demonstrated troubleshooting skills and clear technical ownership through to resolution.
• Diagnose and resolve issues across assigned customer environments, ensuring root cause is identified and addressed rather than symptoms alone

Ticket & Escalation Management

• Manage ticket allocations methodically, ensuring tickets are actioned within agreed service levels and priorities.
• Utilise standard business processes for escalation, change management, time management and ticket prioritisation consistently across all assigned work.
• Discuss tickets with peers within the System Engineering group before escalating, drawing on collective knowledge to resolve issues at the earliest appropriate level.
• Manage and action escalations raised by the System Administration team, ensuring a smooth and timely path to resolution.
• Provide mentorship, guidance and hands‑on coaching to the System Administration team to build their troubleshooting capability and technical confidence.
• Act as a technical point of reference for System Administrators, helping them progress tickets before escalation is required.
• Complete scheduled compliance checklists across the assigned customer portfolio to support consistent operational standards.

Qualifications & experience

• Minimum of 3 years' experience in a senior IT operational/technical support role in an MSP environment.
• Demonstrated ability to troubleshoot complex technical issues independently, with clear ownership through to resolution.
• Demonstrated experience mentoring or providing technical guidance to less experienced technical staff.
• Sound understanding of standard ITSM processes, including escalation, change management, time management and ticket prioritisation.
• Extensive experience within the M365 stack & Azure from an administration & Level 3 technical support perspective
• Experience across Deploying and managing applications, policies and devices in Microsoft Intune.
• Experience across Azure virtual machines, Recovery Services Vault, Azure Virtual Desktop and Azure networking
• You don't need to have in-depth project experience, this would be a bonus
• Ability to take ownership of escalations and troubleshooting
• A proactive approach to problem solving and process improvement.
• Strong analytical, conceptual and problem‑solving abilities
• Short and concise interview process
• Role has a clear and transparent progression plan into more senior roles within the business
• Regular 1 on 1 catchup's to ensure you're on track & supported throughout your tenure
• Pooled on-site parking options available
• Well structured and forward thinking business, they are not stuck in the past and are focused on delivering modern workplace technology / Azure / Microsoft 365 Stack & the latest tech for their clients
• ISO Certified business
• Very strong customer satisfaction
• People first business
• You will be given complete ownership of the role
• Dabble in some team leadership
• Entering growth phase for the business, already sizeable & well-established in market
• No on-call and work 9-5, flexible work hours, hybrid friendly!
• Ability to make a difference within an agile business who are not set in their ways, willing to adapt and change to be better and innovate
• Work for a business that is a "Great place to work certified" and award winning
• Even management / owners get their hands dirty with the team
• Regular culture activities & events to build comradery
• Very good method of investing in staff in terms of certifications & industry recognised training / events in the tech space
• Work for a business with extremely low attrition rates and extremely high work satisfaction rates, measured weekly!
• All paid for learning & development plan to ensure you stay certified & fulfilled
• Large annual budget spent on social / team events / culture building activities
• No mandate to work from the office, offering absolute flexibility to work hybrid
• Office is inner city & close to public transport (Train & bus), lot's of parking
• Discretionary bonuses availably for high performers
• A leadership team that truly care
• The best work life balance you can get in a managed services environment, no on-call or unreasonable hours
• Work for an MSP that genuinely look after their people & have a very respected name in the industry
• Most of our client's customers have been loyal to them for many, many years
• Australian owned business that has grown organically into a large & highly reputable name in the market

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