Systems Engineer - L3
Sri Lanka
IT /
Full Time /
Remote
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.
Responsibilities:
- Customer Support & Incident Management
- Provide Tier 2 & 3 Support – Handle escalated technical issues from junior team members and ensure timely resolution.
- 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.
- Client Communication – Provide clear, concise, and helpful responses to user inquiries and keep clients informed about ticket progress and expected resolution times.
- 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.
- Problem Solving and Troubleshooting
- Diagnose Issues Quickly – Identify problems using structured troubleshooting processes and implement effective solutions as swiftly as possible.
- Root Cause Analysis – Prevent recurrence by analysing underlying causes and applying long-term fixes.
- 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.
- System Administration & Infrastructure Management
- Server & Network Maintenance – Perform routine maintenance, updates, and security patches on servers, networks, and storage solutions.
- Cloud & On-Premises Management – Support, configure, and optimise cloud and hybrid environments (Azure, AWS, Office 365).
- Backup & Disaster Recovery – Implement and monitor backup solutions to ensure data integrity and business continuity.
- 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.
- Security & Compliance
- Endpoint Protection & Compliance Enforcement – Implement and monitor security policies across all managed systems.
- Threat Detection & Response – Proactively identify vulnerabilities, apply patches, and respond to security incidents in alignment with best practices.
- 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.
- Project Implementation & IT Infrastructure Management
- IT Project Delivery – Lead cloud migration projects, ensuring seamless transitions with minimal downtime.
- Stakeholder Coordination – Collaborate with clients, vendors, and internal teams to ensure smooth project execution.
- Cloud & Security Management – Configure and manage cloud security settings to protect client data and systems.
- Server Optimisation – Administer and optimise server environments, ensuring performance and security compliance.
- 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.
- Process Improvement & Automation
- Standard Operating Procedures (SOPs) – Develop and refine IT support processes for efficiency and consistency.
- Automation & Scripting – Create scripts and automation solutions to reduce manual workloads and improve response times.
- 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.
- Client Relationship Management & Reporting
- Technical Account Management – Act as a trusted advisor for clients, recommending technology improvements aligned with business goals.
- Performance & Compliance Reporting – Generate and present reports on system health, security incidents, and service usage.
- 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.
- Vendor & Asset Management
- Third-Party Coordination – Work with vendors to manage licensing, warranties, and hardware/software procurement.
- Asset Tracking & Lifecycle Management – Maintain an up-to-date inventory of IT assets and ensure timely upgrades or replacements.
- Contract & SLA Adherence – Ensure vendor services align with business objectives and SLAs.
- Success Indicators: Optimized IT spend, accurate asset records, timely hardware/software renewals.
Requirements:
- Advanced Windows Server & Linux administration (Active Directory, DNS, Group Policy)
- Experience with virtualization 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
