Full Time Level 3 Remote Systems Engineer – Sydney based MSP, Australia
The Opportunity
A fast-growing Managed Service Provider (MSP) based in Sydney is looking for an experienced Level 3
Remote Systems Engineer to join our technical team.
Are you passionate about designing and implementing cutting-edge IT solutions? Do you excel in
troubleshooting complex issues, managing cloud environments, and delivering top-tier client service? If
so, this is the exciting career move you’ve been waiting for.
Who We Are
We are a Sydney-based MSP dedicated to empowering Australian businesses through reliable, secure,
and tailored IT solutions. Our mission is to become the trusted technology partner for our clients by
proactively managing, securing, and improving their IT systems.
As a growing company, we offer a dynamic, supportive environment where driven professionals can
sharpen their skills, expand their knowledge, and build rewarding long-term careers.
What’s in it for You
✅ Competitive, negotiable salary based on experience
✅ Ongoing professional development and paid certifications
✅ Exposure to a wide range of enterprise-level technologies
✅ Flexible remote work with structured support
✅ Collaborative, team-focused culture that values your input
✅ Opportunities to advance as the company grows
Successful Candidates Will Bring
✅ Strong problem-solving and critical-thinking abilities
✅ Excellent written and verbal communication skills
✅ High level of initiative and ability to work independently
✅ Proven ability to prioritise, manage time, and meet deadlines
✅ Minimum 3 years’ experience in a Level 3 engineering or senior IT support role
Your Technical Skillset Should Include
✅ Advanced Windows Server & Linux administration (Active Directory, DNS, Group Policy)
✅ Experience with virtualisation platforms (VMware, Hyper-V)
✅ Proficiency in cloud platforms (Microsoft 365, Azure, AWS)
✅ Strong networking knowledge (VPN, VLAN, TCP/IP, DNS)
✅ Familiarity with endpoint security, firewalls, and SIEM tools
✅ Scripting and automation skills (PowerShell, Bash, Python)
✅ Backup and disaster recovery solutions (Veeam, Acronis)
✅ ITIL knowledge and solid documentation practices
What You’ll Be Doing
✅ Delivering Tier 3 technical support and handling escalated issues
✅ Designing and implementing infrastructure upgrades, cloud migrations, and system optimisations
✅ Proactively managing security, patching, and compliance across client environments
✅ Conducting root cause analyses to drive permanent fixes and process improvements
✅ Collaborating with vendors, clients, and internal teams on projects and service delivery
✅ Creating and maintaining technical documentation and performance reports
L3 Systems Engineer – INSERT NAME
Position Title Systems Engineer
Full Name INSERT NAME
Employment Type Full time Employee
Division Engineering
Reports to INSERT
Purpose Statement – Why this role is essential for the business
The Systems Engineer plays a crucial role in delivering high-quality IT solutions to clients, ensuring
system reliability, security, and scalability. This position is responsible for project-based
implementations, including cloud migration, cloud security, and server administration, while providing
escalated support to the junior team.
Strategy Statement – High-level strategy that underpins the success of this role
The role focuses on designing and implementing efficient IT solutions, ensuring seamless cloud
transitions, optimising system performance, and maintaining best-in-class security practices. A strong
emphasis is placed on problem-solving, client satisfaction, and continuous system improvements.
Core Values to Embody – Behavioral approach that needs to be upheld in this role
• Positive Attitude - We bring a positive and constructive mindset when dealing with
each other, our customers, and our business partners.
• Integrity - We do what is right for our customers, business partners, and colleagues.
We communicate openly and honestly.
• Professional Services - We take full ownership of what we provide and put our
customers’ needs first. We provide prompt and suitable solutions, regardless of the
situation.
• One Team - We work together as one team to provide outstanding service and
proactively improve our customers’ businesses.
• Listen to Understand - We take time to listen, clarify, and understand to provide the
most effective responses.
• Learn and Grow - We strive to continuously learn and develop together. We share
our learnings and document them along the way.
Skills and knowledge – Required skills and knowledge to be successful in this role
Technical Skills & Knowledge
1. System Administration & Infrastructure Management
Expertise in Windows Server (Active Directory, Group Policy, DNS, DHCP, IIS).
Proficiency in virtualisation technologies (VMware, Hyper-V).
Experience managing cloud platforms (Azure, AWS, Office 365).
Strong knowledge of storage solutions (SAN, NAS, RAID, cloud storage).
Familiarity with backup and disaster recovery solutions (Veeam, Acronis, Azure Backup).
2. Networking & Security
Strong understanding of networking protocols (TCP/IP, DNS, DHCP, VLANs, VPNs, BGP).
Hands-on experience with endpoint security & SIEM solutions (Microsoft Defender, Sentinel, Splunk).
Understanding of Zero Trust security models and compliance frameworks (ISO 27001, NIST, GDPR).
3. Cloud Computing & Virtualisation
Expertise in cloud-based infrastructure (Azure Virtual Machines, AWS EC2, Google Cloud Compute
Engine).
Strong knowledge of cloud security best practices (IAM roles, multi-factor authentication, encryption).
Experience with cloud migrations (Exchange to Office 365, on-prem to AWS/Azure).
4. Automation & Scripting
Proficiency in PowerShell, Bash, Python for automating administrative tasks.
Experience in Infrastructure as Code (IaC) (Terraform, Ansible).
Ability to create custom monitoring scripts for proactive system management.
5. IT Service Management & Troubleshooting
Strong ITIL framework understanding (Incident, Problem, and Change Management).
Ability to troubleshoot hardware and software issues across multiple platforms.
Experience managing remote support tools (TeamViewer, AnyDesk, RMM tools).
6. Client & Vendor Management
Experience with vendor management (software licensing, renewals, procurement).
Strong communication skills for client advisory and technical consulting.
Proficiency in reporting and analytics tools (Power BI, Excel, Splunk).
Soft Skills
1. Problem-Solving & Critical Thinking
Ability to analyse complex issues and develop efficient solutions.
Think proactively to prevent recurring technical issues.
2. Communication & Collaboration
Strong verbal and written communication skills for both technical and non-technical stakeholders.
Ability to explain complex IT concepts in simple, understandable terms.
Collaborate effectively with internal teams, clients, and vendors.
3. Customer Service & Relationship Management
Strong client service mindset, ensuring high satisfaction and user experience.
Ability to manage expectations and provide clear guidance during technical incidents.
4. Time Management & Prioritisation
Ability to balance multiple tasks and prioritise urgent issues.
Work efficiently under pressure to meet deadlines.
5. Adaptability & Continuous Learning
Stay updated with emerging technologies and industry best practices.
Be open to feedback and continuously improve skills.
Responsibilities of Role
1. Customer Support & Incident Management
1.1 Provide Tier 2 & 3 Support – Handle escalated technical issues from junior team members and
ensure timely resolution.
1.2 Incident Resolution & Documentation – Diagnose issues based on error messages and user
feedback in a timely manner, troubleshoot, and resolve incidents within agreed SLAs, maintaining
detailed documentation.
1.3 Client Communication – Provide clear, concise, and helpful responses to user inquiries and keep
clients informed about ticket progress and expected resolution times.
1.4 Guide Troubleshooting Efforts – Assist users and team members through troubleshooting steps
for software, hardware, and configuration issues.
Success Indicators: SLA adherence, high customer satisfaction scores, reduced repeat issues.
2. Problem Solving and Troubleshooting
2.2 Diagnose Issues Quickly – Identify problems using structured troubleshooting processes and
implement effective solutions as swiftly as possible.
2.3 Root Cause Analysis – Prevent recurrence by analysing underlying causes and applying long-term
fixes.
2.4 Propose and Implement Solutions – Develop actionable solutions for technical challenges that
enhance system stability and user experience.
Success Indicators: Reduction in recurring issues, improved resolution times, positive feedback from
end-users.
3. System Administration & Infrastructure Management
3.1 Server & Network Maintenance – Perform routine maintenance, updates, and security patches on
servers, networks, and storage solutions.
3.2 Cloud & On-Premises Management – Support, configure, and optimise cloud and hybrid
environments (Azure, AWS, Office 365).
3.3 Backup & Disaster Recovery – Implement and monitor backup solutions to ensure data integrity
and business continuity.
3.4 Firewall & Security Administration – Assist in network, firewall, and infrastructure configurations
to enhance security posture.
Success Indicators: High system uptime, compliance with security policies, successful disaster
recovery tests.
4. Security & Compliance
4.1 Endpoint Protection & Compliance Enforcement – Implement and monitor security policies across
all managed systems.
4.2 Threat Detection & Response – Proactively identify vulnerabilities, apply patches, and respond to
security incidents in alignment with best practices.
4.3 Regulatory Compliance – Ensure IT systems align with industry standards such as ISO 27001, NIST,
or local data protection laws.
Success Indicators: Zero security breaches, compliance audit pass rates, timely vulnerability patching.
5. Project Implementation & IT Infrastructure Management
5.1 IT Project Delivery – Lead cloud migration projects, ensuring seamless transitions with minimal
downtime.
5.2 Stakeholder Coordination – Collaborate with clients, vendors, and internal teams to ensure
smooth project execution.
5.3 Cloud & Security Management – Configure and manage cloud security settings to protect client
data and systems.
5.4 Server Optimisation – Administer and optimise server environments, ensuring performance and
security compliance.
5.5 Testing & Quality Assurance – Conduct performance testing, rollback plans, and post-
implementation reviews.
Success Indicators: On-time project delivery, minimal post-implementation issues, positive client
feedback.
6. Process Improvement & Automation
6.1 Standard Operating Procedures (SOPs) – Develop and refine IT support processes for efficiency
and consistency.
6.2 Automation & Scripting – Create scripts and automation solutions to reduce manual workloads
and improve response times.
6.3 Continuous Improvement Initiatives – Identify inefficiencies in IT operations and recommend
improvements.
Success Indicators: Reduced time spent on repetitive tasks, increased efficiency, documented
improvements in SOPs.
7. Client Relationship Management & Reporting
7.1 Technical Account Management – Act as a trusted advisor for clients, recommending technology
improvements aligned with business goals.
7.2 Performance & Compliance Reporting – Generate and present reports on system health, security
incidents, and service usage.
7.3 Client Education & Training – Provide end-user training on best practices, security awareness, and
new technologies.
Success Indicators: Increased client retention, positive NPS (Net Promoter Score), client engagement
in technology upgrades.
8. Vendor & Asset Management
8.1 Third-Party Coordination – Work with vendors to manage licensing, warranties, and
hardware/software procurement.
8.2 Asset Tracking & Lifecycle Management – Maintain an up-to-date inventory of IT assets and
ensure timely upgrades or replacements.
8.3 Contract & SLA Adherence – Ensure vendor services align with business objectives and SLAs.
Success Indicators: Optimised IT spend, accurate asset records, timely hardware/software renewals.
I, INSERT NAME, have read and understood this updated Position Description document. By
signing this Position Description document, I acknowledge I am competent in all areas of what
this position requires and will do my best to uphold and fulfil what is expected. I understand
that this document will be used by management for performance management undertakings
periodically, and as and when required.
Signed: DO NOT COMPLETE
Print Name: INSERT
Date: XX/XX/2025
