Senior IT Engineer

Salary: $70,000 – $90,000 per year

About the role

Senior IT Engineer (L3) in the IT Division, reporting to the Operation Team Lead. You'll be the go-to person for tricky problems, lead new client onboardings, join sales conversations to shape solutions, and find smarter ways of doing things. In a small, tight-knit team of 4–5 engineers, every person makes a real difference. When the team needs direction, you'll step up and lead.

Key responsibilities

• Be the last line of escalation and resolve escalated and complex issues across clients' environments, owning them through to a permanent fix
• Jump in on L1 and L2 tasks whenever the team is stretched
• Manage your own client accounts with confidence: regular check-ins, technology reviews and clear, jargon-free updates
• Plan and run new client onboarding projects end to end: discovery, migration plan, cutover and handover
• Design every onboarding for minimal or zero downtime, with clear communication, rollback steps and post-go-live checks
• Turn each onboarding into a repeatable playbook the whole team can follow
• Join presales meetings to listen, ask the right questions and understand what the client really needs
• Design solutions clients can easily say yes to, using existing stack first or building something bespoke when needed
• Contribute to proposals, quotes and solution designs, and review vendor options
• Challenge existing processes and bring fresh ideas for how the team delivers; automate repetitive tasks with PowerShell scripts and other tools
• Own two to three skill domains: learn them deeply, document them, share them and keep them current
• Mentor junior engineers and run team knowledge sessions
• Step up to lead projects, the dispatch board or the team when needed
• Use AI tools daily to troubleshoot faster, write scripts, draft documentation and automate repetitive tasks
• Build AI-assisted workflows for the service desk, such as alert triage, ticket classification and automated remediation
• Learn to design and deliver AI solutions for clients, from Microsoft Copilot and Google Gemini rollouts to custom AI agents and automations
• Help clients adopt AI safely: data governance, permissions hygiene, acceptable use policies and user training
• Evaluate new AI tools with a sharp eye on security, privacy and data sovereignty for NZ businesses
• Share what you learn with the team and help shape client AI proposals with the sales team

About you

• 7+ years in IT support and infrastructure, including at least 3 years at senior or escalation level in an MSP or IT services provider
• Strong hands-on skills across most technical areas, with expert depth in several
• PowerShell and automation: Demonstrable PowerShell scripting to automate mundane tasks across Windows, M365 and Azure; RMM scripting (Essential)
• Microsoft 365, Admin and licensing, Exchange, SharePoint (setup and migration), Teams, AvePoint backup (Essential – expert)
• M365 security stack, Business Premium, Intune, Autopilot, Conditional Access, Defender for Business, MDM policies (Essential – expert)
• Identity and Active Directory, AD, Azure AD / Entra ID, hybrid configuration (Essential – expert)
• Azure cloud, Azure Virtual Desktop, Azure backups, cost reviews, cloud migration (Essential)
• Migrations and onboarding, Tenant, mailbox, file and device migrations planned for minimal downtime (Essential – expert)
• Endpoint security and firewall, Antivirus/EDR, firewall configuration and review, Defender policies, security audits (Essential)
• Email and web security, Proofpoint administration, SPF, DKIM and DMARC, email delivery troubleshooting, web filtering (Essential)
• Networking and internet, Routers, UniFi wireless and switching, VLANs, routing, gateways, VPNs, internet ordering and migration (Essential)
• DNS and domains, Registration and transfers, zone management, troubleshooting (Essential)
• Windows Server, Server administration, file and print, group policy (Essential)
• Backup and recovery, Veeam with cloud backup, M365 backup, restore testing (Essential)
• RMM and PSA, Syncro/Ninja RMM and ConnectWise PSA (or similar): alerts, policies, ticketing, time and billing (Essential)
• Desktop support, Workstation and hardware setup, data migration, printers and scanners, remote support (Essential)
• A track record of leading client onboarding or migration projects with minimal downtime
• Examples of PowerShell scripts or automations you've built
• Experience joining presales conversations and turning client needs into practical solutions
• You listen first and take time to understand the client's business, not just their ticket
• You explain technical options in plain language so clients can make confident decisions
• You think outside the box and don't get stuck in old processes
• You're curious, love learning new things, keep across vendor updates and emerging technology
• You understand ITIL and MSP best practice, including incident, problem and change management, SLAs and knowledge management
• You're a team player who can lead; you share your knowledge freely and back up your teammates
• You already use AI every day to work smarter, and you're keen to learn how to build AI solutions clients will value
• Excellent written and spoken English, and tidy documentation habits
• A full NZ driver licence and the right to work in New Zealand
• Microsoft certifications such as MS-102, MD-102 or AZ-104, and ITIL 4 Foundation are a strong plus

Benefits

• Employee mentoring program
• A senior role where your ideas shape how a growing MSP works and adopts AI
• Domain Champion status, leadership opportunities and a voice in technical and client decisions
• Sales commission on solutions you design or recommend that win new business
• Paid training and certification time, including AI learning
• A small, supportive team that genuinely looks out for each other

About us

Mace IT Services is a New Zealand managed services provider looking after small and medium businesses. Our clients trust us to keep their people productive, their data safe and their technology working, so they can focus on running their business.