Senior Systems / Network Engineer (MSP)

About eNerds

Founded in 2000, eNerds is one of Australia’s leading Managed IT Service Providers, supporting SMBs with proactive IT support, cloud, and strategic technology guidance.

With 60+ staff and multiple SMB IT Partner of the Year awards, we pride ourselves on a collaborative, down-to-earth culture where people support each other and enjoy working together.

About the Role

We’re looking for an experienced Senior Systems / Network Engineer (MSP) who is ready to combine strong technical capability with team leadership.

You’ll lead a small team of onsite engineers and Service Desk engineers, helping ensure our clients receive consistently high-quality technical support and that issues are resolved properly, efficiently and within agreed timeframes.

This isn’t a role where you simply manage from the sidelines. You’ll remain technically involved, providing guidance on complex issues, supporting escalations and helping the team work through challenging technical problems.

A major part of your role will also be developing the people around you — mentoring engineers, identifying skill gaps, improving technical standards and helping the team continue to grow.

What You’ll Do

Lead and develop the Engineering & Support team

• Provide day-to-day leadership, technical guidance and support to onsite and Service Desk engineers.
• Mentor engineers across Levels 1–3 and help build their technical capability and confidence.
• Identify skill and knowledge gaps and work with team members on development and training.
• Promote accountability, collaboration and a high standard of technical delivery across the team.

Own ticket quality, workflow and escalations

• Oversee ticket queues, priorities and workloads to ensure client issues are being progressed within expected timeframes.
• Support and manage technical escalations, including Severity 1 and other business-critical incidents.
• Ensure issues are properly diagnosed and resolved to minimise repeat incidents and reopened tickets.
• Identify recurring technical or process issues and drive improvements.
• Maintain strong documentation and ticket standards across the team.

Provide senior technical support

• Act as a senior escalation point for complex systems, infrastructure and networking issues.
• Troubleshoot and resolve Level 2–3 technical issues when required.
• Provide technical guidance and second opinions to engineers.
• Work closely with other senior technical resources across the business when specialist expertise is required.

Contribute to projects and continuous improvement

• Provide technical input and support for infrastructure and networking projects.
• Assist with project planning, implementation and handover into support.
• Identify opportunities to improve our systems, processes, tools and technical standards.
• Help ensure project work is documented and transitioned effectively to the support team.

What This Role Is NOT

• This is not a pure architecture or project delivery position.
• It is not a cybersecurity-specialist role.
• It is not a sales position.
• It is a hands-on senior engineering role with a strong focus on technical leadership, team development, service quality and client outcomes.

Core Experience & Capability

• 8+ years in IT infrastructure / systems engineering (MSP experience highly preferred)
• Strong experience across:
• Microsoft 365, Windows Server, Active Directory
• Networking fundamentals (DNS, DHCP, VPNs, routing, switching, Wi-Fi)
• Experience working on Level 1-3 tickets and dealing with Severity 1 issues
• Proven experience mentoring and leading a team
• Strong documentation skills — producing clear, structured, and usable outputs
• Confident communicator, able to translate technical concepts into business impact
• Good time management skills for self and for a team

Why Join eNerds

At eNerds we offer:

• Stay technical – Continue using your engineering skills rather than moving into a purely people-management role.
• Variety – Work across different clients, environments, technologies and technical challenges.
• Great location – Conveniently located close to Metro, train services and plenty of great local spots.
• A collaborative culture – Work alongside experienced technical people who genuinely support each other.
• Social & fun – Team lunches, events and our annual NerdFest.
• Room to make an impact – Bring ideas, improve processes and help us continue raising the standard of our technical delivery.

If you’re an experienced engineer who enjoys solving complex problems but also gets satisfaction from helping other engineers become better at what they do, we’d love to hear from you.