Role Overview
An opportunity exists for an experienced Onsite Support Engineer to join a growing Service Team supporting a range of external clients across the ACT region.
This role sits at the L2–L3 level, focused on delivering hands-on, face-to-face technical support, owning escalations, and resolving complex site-based issues across infrastructure, networking, and cloud environments.
You’ll play a key role in maintaining service quality, driving SLA outcomes, and acting as a trusted technical point of contact for clients.
This is a hands-on position combining onsite client support with broader service operations and escalation responsibilities when not in the field.
What you’ll be doing
- Provide onsite L2–L3 technical support across infrastructure, network, and application environments
- Act as a key escalation point for complex client site issues, taking ownership through to resolution
- Perform advanced troubleshooting, root cause analysis, and problem management across recurring incidents
- Diagnose and resolve incidents and service requests within agreed SLAs, including high-priority and business-critical issues
- Lead and coordinate onsite incident resolution, including working with internal teams and vendors where required
- Provide clear, confident communication to clients, including technical explanations and post-incident summaries
- Attend scheduled client sites and proactively assess environment health, risks, and improvement opportunities
- Escalate only where necessary, providing full context and continuing ownership of the issue
- Accurately document technical findings, resolutions, and environment changes in ticketing systems
- Support service operations when not onsite, including handling escalations, complex tickets, and backlog reduction
- Identify and drive improvements in service delivery, recurring issues, and client environments
- Mentor and support junior engineers, providing guidance on troubleshooting and best practices
- Ensure adherence to security standards, compliance requirements, and client-specific policies
- Participate in an on-call roster where applicable
What we’re looking for
- 3–5+ years’ experience in an MSP or onsite IT support environment
- Strong capability across L2–L3 infrastructure, networking, and systems support
- Proven experience handling escalations and complex technical issues end-to-end
- Strong troubleshooting skills across Windows environments, networking, and cloud platforms
- Experience with enterprise environments (Active Directory, Microsoft 365, Azure, etc.)
- Confidence working directly with clients and acting as a technical escalation point
- Ability to prioritise, manage, and own multiple complex issues in a fast-paced environment
- Comfortable operating with autonomy while knowing when to escalate appropriately
Desirable experience
- Networking technologies (Cisco, Fortinet, Aruba, Ubiquiti, WatchGuard)
- Microsoft ecosystem (Windows Server, Active Directory, Microsoft 365, Azure)
- Endpoint and security tools (Defender, Sophos, MDM solutions, vulnerability tools)
- Voice/telephony systems (Teams Voice, SIP, 3CX)
- Virtualisation and backup environments (VMware, Veeam, Nutanix, Synology)
- ITIL awareness or certification
Why this role?
This is a strong opportunity for someone who enjoys being out in the field, working directly with clients, and solving technical problems hands-on.
The role offers exposure across a wide range of technologies and environments, with the ability to grow within a service team that is scaling onsite support capability across the region.
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