Senior Advance Support Engineer

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

Join Our Award-Winning Cloud Technology Team in Sydney

We're seeking a Senior Advanced Support Engineer to handle complex technical issues, lead advanced troubleshooting, and mentor junior engineers.

You'll work across Google Workspace, Microsoft 365, networks, and cloud platforms, ensuring system reliability and outstanding client support.

If you're a problem-solver who thrives in fast-paced environments and enjoys driving continuous improvement, we'd love to have you on our team

Why You'll Love Working With Us

We offer more than just a job; we provide a career with excellent rewards, growth, and a people-first culture. Here's what you'll get:

• Competitive Compensation & Bonuses:
• December Bonus
• Performance Incentive Bonus
• Annual Salary Increases
• Time Off That Matters:
• Paid Leaves
• Paid National/Local Holidays
• Work & Life Experiences You'll Remember:
• Annual Team Conferences & Events (travel, food, accommodation covered)
• Investing in Your Growth:
• Training & Development Budget
• Career Growth Pathways
• Support to Help You Thrive:
• Government-Mandated Benefits/ HMO

Reports To: Advanced Support Team Leader

Job Overview:

The Senior Advanced Support Engineer is responsible for delivering high-level technical support, managing complex incidents, mentoring junior staff, and driving operational excellence across the support team. This role involves resolving escalated issues involving hardware, software, networks, and cloud services. The Senior Engineer ensures service quality, improves team efficiency, and contributes to strategic IT initiatives, including process development, automation, and systems improvement.

Accountabilities:

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

• Complex Issue Resolution - Handle escalated support tickets that require advanced troubleshooting and subject matter expertise across systems, infrastructure, and cloud platforms.Measurement: Resolution success rate of escalated tickets; time-to-resolution for complex issues.
• Mentorship and Team Support - Support and mentor junior engineers by providing guidance, technical coaching, and quality assurance of support activities.Measurement: Feedback from peers; improved resolution rates; knowledge-sharing contributions.
• Process Improvement and Documentation - Lead efforts to enhance support processes, documentation, and automation initiatives. Identify inefficiencies and implement improvements.Measurement: Number of process improvements implemented; reduction in repeat issues; documentation quality.
• Customer Experience Leadership - Uphold and elevate the support experience through expert-level communication, professionalism, and problem ownership. Measurement: CSAT scores for escalated cases; escalation resolution feedback; recurring customer engagement metrics.

Responsibilities:

Your day-to-day responsibilities will include:

• Act as the escalation point for complex support requests from the helpdesk and junior engineers
• Lead advanced troubleshooting across Windows, macOS, Linux, network equipment, cloud platforms (Google Workspace, Microsoft 365), and security systems
• Implement and manage automation scripts, system optimisations, and backend improvements
• Work directly with clients to scope and resolve business-critical issues and perform advanced diagnostics
• Review and improve documentation, SOPs, and internal knowledge base articles
• Mentor and support junior engineers through code reviews, shadowing, and coaching
• Assist with infrastructure and cloud deployments, migrations, and integrations
• Maintain high service levels and ensure ticket queues are managed proactively
• Collaborate with vendors and third-party providers to escalate and resolve service issues
• Contribute to project planning, execution, and post-implementation reviews
• Ensure asset and license management processes are followed accurately
• Participate in audits, compliance checks, and security initiatives
• Represent the support team in technical meetings and contribute to continuous improvement strategies

Skills and Qualifications:

• Bachelor's degree in IT, Computer Science, or related field
• 10+ years in IT service delivery/technical support
• Preferably with advanced certifications such as Microsoft Certified: Azure Administrator/Engineer, Google Workspace Administrator, CCNP, or CompTIA Security+ highly regarded.
• Deep technical expertise in Windows Server, Active Directory, Group Policy, Exchange, macOS, and Linux systems administration and troubleshooting.
• Strong knowledge of networking protocols and infrastructure (TCP/IP, DNS, DHCP, VPNs, firewalls, routing, switching).
• Hands-on experience with cloud platforms and services (Google Workspace, Microsoft 365, Azure, AWS), including migrations, hybrid integrations, and identity management.
• Advanced skills in automation and scripting (PowerShell, Bash, Python) for systems optimization, deployment, and process automation.
• Proven capability in infrastructure deployments, virtualization (VMware/Hyper-V), and endpoint security management.
• Solid understanding of compliance frameworks, IT security practices, and incident response processes.
• Demonstrated success in resolving complex, escalated technical issues across diverse environments with minimal supervision.
• Strong diagnostic, root cause analysis, and performance tuning skills to ensure reliability and scalability of IT systems

Work Schedule

• 8-hour shift
• Morning shift
• Monday to Friday
• Weekends off
• Observance of Philippine holiday
• Permanent Work Form Home

Job Type: Full-time

Benefits:

• Additional leave
• Company events
• Opportunities for promotion
• Pay raise
• Work from home

Education:

• Bachelor's (Preferred)

Experience:

• Manage Service Provider: 5 years (Required)
• IT service delivery/technical support: 10 years (Required)
• Networking Protocols and Infrastructure: 5 years (Required)
• Cloud platforms and Services: 5 years (Required)

Language:

• English (Preferred)

License/Certification:

• Azure, Google Workspace Admin, CCNP, or CompTIA Security+ (Preferred)

Work Location: Remote