Level 3 Service Desk / Systems Administrator – IT MSP

About Sinefo

Sinefo ICT Solutions is a growing Melbourne-based Managed Services Provider (MSP) and Telstra Enterprise Partner, delivering managed IT, cloud, cybersecurity, networking, Microsoft 365, mobile and communications solutions to business, enterprise and government clients.

Due to continued growth, we are looking for an experienced Level 3 Service Desk / Systems Administrator to join our team.

This is a senior, hands-on role combining day-to-day technical support, complex troubleshooting and project work across a diverse range of client environments.

While you will be a senior technical resource and escalation point, this is still a hands-on Service Desk role. You will work across Level 1, Level 2 and Level 3 support as required and be just as willing to resolve an end-user issue as you are a complex infrastructure, Microsoft 365 or cybersecurity problem.

The Role

Your responsibilities will include:

• Providing Level 1, 2 and 3 technical support across our managed client environments.

• Taking ownership of complex incidents and escalations through to resolution.

• Supporting and administering Microsoft 365, Entra ID, Azure, Intune, Windows Server and Active Directory environments.

• Configuring and troubleshooting networks, firewalls, switches, Wi-Fi, VLANs and VPNs.

• Supporting Microsoft 365 migrations, endpoint deployments and infrastructure projects.

• Implementing cybersecurity solutions and assisting clients with ACSC Essential Eight assessment, implementation and remediation.

• Managing backup, disaster recovery and business continuity solutions.

• Supporting clients remotely and on-site.

What We're Looking For

Ideally, you will have strong experience in IT support and infrastructure, with previous experience in an MSP or multi-client environment highly regarded.

You will have hands-on knowledge across:

• Microsoft 365, Entra ID, Azure and Intune, including MFA, Conditional Access, device management, compliance and endpoint security.

• Windows 11, Windows Server, Active Directory and Group Policy.

• Networking including TCP/IP, DNS, DHCP, VLANs, VPNs, routing and switching.

• Firewalls such as Sophos, Fortinet, Cisco Meraki or similar.

• Cybersecurity, endpoint protection, EDR/MDR, email security and security hardening.

• ACSC Essential Eight controls and practical remediation.

• VMware and/or Hyper-V virtualisation.

• Backup and disaster recovery platforms such as Datto, Veeam, Acronis or Azure Backup.

• PSA/RMM and remote support platforms.

Certifications

Relevant Microsoft and industry certifications will be highly regarded.

Microsoft MD-102: Endpoint Administrator certification is preferred, particularly given the role's focus on Microsoft Intune, endpoint management and security.

Microsoft Azure, Security, Sophos, Fortinet or Cisco certifications would also be advantageous. Equivalent hands-on experience will also be considered.

About You

We are looking for someone who:

• Has excellent troubleshooting and analytical skills.

• Takes ownership of issues and follows them through to resolution.

• Has excellent verbal and written communication skills and a strong customer focus.

• Can manage multiple clients, priorities and technical issues.

• Works well autonomously and as part of a team.