About the Role

The Senior IT Support Engineer will be responsible for providing Level 2 and 3 technical support to our clients, with a focus on cybersecurity, compliance, and Microsoft 365 ecosystems.

You’ll act as the senior escalation point, manage complex client environments, and contribute to strategic IT outcomes. This role requires strong technical depth, proven client-facing skills, and the ability to mentor junior staff while ensuring our clients remain secure, compliant, and supported.

Responsibilities

Respond to client inquiries and provide technical assistance via phone, email, and remote tools.

Diagnose and resolve Level 2/3 technical issues across Microsoft 365, Azure AD, Intune, Defender, Huntress EDR, Windows Server, and networking.

Escalate issues to vendors or specialised teams where necessary.

Maintain detailed and accurate records of client interactions and resolutions in the ticketing system.

Monitor and manage support tickets to ensure timely resolution and transparent SLAs.

Lead infrastructure projects including cloud migrations, security hardening, and compliance readiness.

Provide training and guidance to clients on secure use of IT systems.

Mentor junior technicians and contribute to continuous process improvement.

Stay updated with industry trends, frameworks (e.g. Essential Eight), and best practices.

Conduct regular site visits for client infrastructure support and project delivery.

What We’re Looking For

Tertiary qualifications in IT, Computer Science, or equivalent work experience.

Minimum 4+ years in IT support with at least 2 in an MSP environment.

Strong Microsoft 365/Azure AD/Intune/Windows Server expertise.

Solid networking experience (TCP/IP, DNS, DHCP, VLANs, VPN, firewalls).

Familiarity with endpoint security, compliance frameworks, and IT governance.

Strong troubleshooting and problem-solving skills.

Excellent communication and interpersonal skills with a client-first approach.

Certifications such as Microsoft Certified Associate/Administrator, CompTIA Security+, or Cisco are highly regarded.

What We Offer

Flexible work arrangements.

Beautiful Brisbane CBD workspace.

Ongoing training and personal development opportunities.

Career progression opportunities in a growing, cybersecurity-first MSP.

Competitive remuneration.

Who We Are

Smarte is an Australian-owned Managed Services Provider helping professional services, legal, healthcare, and finance organisations thrive with secure, scalable IT.

Founded in 2003, we combine technical excellence with documented processes, strategic IT planning, and a cybersecurity-first approach. Our team builds intuitive technologies for business and government, managing IT systems with transparency, security, and accountability at the core.

How to Apply

Click “Apply for this job” to submit your CV and cover letter. Applications may be reviewed and progressed prior to the closing date.