Senior MSP Engineer (Remote)

PLEASE READ: Applicants MUST SUBMIT APPLICATION VIA THIS LINK to be considered:

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Are you someone who thrives on precision, organization, and ensuring IT systems run smoothly and securely? Do you enjoy solving complex technical challenges and take pride in delivering seamless IT operations for clients?

We are looking for a passionate Senior MSP Engineer to join our team and help drive exceptional IT service delivery and innovation.

We’re itGenius, a leading cloud technology consulting firm and Google’s top partner in Australia. We’ve helped small and mid-sized businesses across the globe transform how they work with Google Workspace, AI, and automation. Our business model combines consulting expertise with scalable managed services that empower modern teams to do their best work.



If you’re an A-player—apply now!


? What's in it for you:

???? Competitive pay — December bonus, performance incentives & annual salary increases

????? Paid leaves plus all government-declared holidays

???? Annual team conferences — travel, food & accommodations covered

???? Training budget and clear career pathways

???? HMO allowance or PH government-mandated benefits



Job Overview:

The Senior MSP Engineer is a critical technical role responsible for delivering high-level IT support, network management, and infrastructure solutions for Managed Services clients. This position requires deep expertise in cloud services, networking, and security. The role includes acting as a future team leader by setting a high technical example, mentoring junior staff, and contributing to the development and alignment of the technical support team.



Accountabilities:

As the Senior MSP Engineer, you will be held accountable for:

Technical Service Delivery & Resolution

Focus: Maintaining quality, efficiency, and adherence to service standards.
Key Measurement Indicators (KPIs): Average resolution time, first-contact resolution rate, SLA adherence rate (90% or higher), CSAT scores (9/10 or higher), reduction in escalated issues.
Operational Optimisation & Reporting

Focus: Driving process improvement, data analysis, and accurate documentation.
Key Measurement Indicators (KPIs): Efficiency gains from new processes, accuracy and timeliness of reports, knowledge base article utilisation, adherence to team budgets.
Team Development & Leadership Potential

Focus: Setting a technical example, mentoring, and supporting team performance and growth.
Key Measurement Indicators (KPIs): Effectiveness of coaching and mentoring, overall team productivity and efficiency (10% improvement YOY), successful completion of training initiatives, team morale and retention rates.


Key Responsibilities:

Your day-to-day responsibilities will include:

1. Advanced Technical Support & Troubleshooting

Provide Level 2/3 technical support and remote assistance to Managed Services clients via phone, email, and onsite visits.
Diagnose and resolve complex software, hardware, and operating system issues on servers and workstations (Windows, Linux, macOS).
Utilise Remote Monitoring and Management (RMM) tools (e.g., Datto RMM, N-able, Nagios, Cacti) for proactive issue resolution and system analysis.
Troubleshoot and configure VoIP, IPTV, and various internet service-related problems.
2. Network and Infrastructure Management

Install, configure, and manage network infrastructure, including LAN/WAN, WiFi, VLANs, and VPNs.
Specialise in Unifi/Ubiquiti Networks for office setups and multi-tenant network management.
Configure and manage site-to-site VPN connections.
Conduct network and security assessments, providing recommendations for improvement.
Work with various network equipment, including Cisco and Juniper switches.
3. Cloud Services and Security

Administer and manage Google Workspace and Microsoft 365 environments for small and medium-sized businesses.
Lead client onboarding, including Google Workspace migrations.
Implement and ensure compliance with security policies, including those aligned with SMB 1001 security certification standards.
Perform domain security audits and manage Chrome Enterprise solutions.
4. Documentation and Process Management

Document IT i ---------- , solutions, and infrastructure upgrades using ticketing and documentation systems (e.g., Datto Autotask, IT glue, RT Ticketing system).
Ensure strict adherence to Service Level Agreements (SLAs).
Contribute to effective project management for IT infrastructure upgrades and Managed Services implementation.


Leadership & Mentoring Expectations

The successful candidate will demonstrate strong leadership potential and contribute to the team’s development by:

Mentoring and Coaching: Providing guidance and technical coaching to junior helpdesk tea ---------- mbers.
Leading by Example: Setting a high standard for technical execution, problem-solving, and service delivery.
Team Collaboration: Fostering a high-performing and collaborative team environment.
Taking Initiative: Speaking up, taking ownership, and showing full accountability for technical outcomes.
Future Leadership: Demonstrating readiness to take on further supervisory and management responsibilities as the team structure evolves.


Required Qualifications

5+ years of experience in an MSP or IT Support environment
Strong Level 3 engineering background with proven technical depth
Demonstrated experience mentoring or leading junior engineers
Solid understanding of cloud platforms (Google Workspace, M365)
Proven experience with network setup, configuration, and troubleshooting
Experience delivering onsite technical support to business clients
Certification(s) preferred: Google Workspace Administration Certification, CompTIA Network+, Security+, CCNA, Microsoft, or equivalent networking/cloud certifications are highly valued.



Required Skills

Strong Level 2/3 technical troubleshooting across Windows, Linux, and macOS environments
Advanced networking skills: LAN/WAN, WiFi, VLANs, VPNs, firewalls, and routing
Hands-on experience with Unifi/Ubiquiti Networks, Cisco, and Juniper switches
Proficiency using RMM tools (Datto RMM, N-able, Nagios, Cacti)
Strong understanding of cloud services: Google Workspace, Microsoft 365, Chrome Enterprise
Experience managing site-to-site VPNs and multi-site network environments
Experience with SMB 1001-aligned security frameworks.
Experience with VoIP/IPTV Troubleshooting
Ability to conduct security assessments and implement SMB-level security standards
Excellent documentation skills using Autotask, IT Glue, or similar tools
Strong analytical and problem-solving abilities
Excellent communication skills for client-facing and team interactions
Ability to work onsite in Melbourne and perform hands-on technical work
Leadership, mentoring, and team collaboration skills
Ability to prioritise, manage workload, and maintain SLA commitments


Nice-To-Have Qualifications

Experience with project-based infrastructure upgrades or migrations
Familiarity with Asana, Intercom, Autotask, IT Glue, or advanced ITSM systems
Prior leadership exposure or formal Team Lead responsibilities
Additional cloud or network certifications (e.g., CCNP, Google Workspace Admin, Azure)


Work Schedule

8-hour shift
Morning shift
Monday to Friday
Weekends off


You’ll thrive here if you’re interested in:

The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.)
Supporting small business growth (1–30 employees)
Applying technology to improve productivity and collaboration