Ericom are a fast-growing technology solutions company and are a Telstra Enterprise Global Partner with offices in Melbourne, Sydney, and Wollongong. We leverage the best of breed in connectivity, carriage, and multi-cloud strategies. We have a very experienced technical and professional services team providing Managed Services, Professional Services, Managed Mobility.

Ericom provides whole-of-business IT solutions to medium and large enterprises and government departments across Australia. We pride ourselves on delivering end-to-end customer outcomes with a strong commitment to service excellence. We are happy to consider candidates who wish to work from our Sydney, Wollongong or Melbourne Offices.

As the Team Lead, you will play a dual role:

• Acting as a senior technical engineer providing Level 2/3 support, involved with some project delivery, and escalation management.

• Serving as a mentor and point of leadership for our technical team — driving quality, consistency, and professional growth.

Key Responsibilities include, but are not limited to:

Leadership & Mentoring

• Provide day-to-day leadership to the Managed Services team.

• Act as the primary technical and escalation point for complex issues within the L1/L2 group.

• Support team members through coaching, mentoring, and technical guidance.

• Oversee workload distribution, ticket prioritisation, and SLA adherence.

• Drive a culture of accountability, collaboration, and continuous improvement.

• Conduct regular check-ins, feedback sessions, and participate in performance discussions.

• Identify training needs and assist management in staff development planning.

• Assist with onboarding and skill development of new team members.

Technical & Operational Responsibilities

• Communicate effectively with service vendors, customers, and company stakeholders.

• Install, deploy and service equipment provided by the company.

• Ensure all SLAs are met and ticket updates are maintained within ConnectWise PSA.

• Ensure escalation processes are followed and well-documented.

• Maintain consistent and clear communication with all parties throughout incident and project lifecycles.

• Provide advanced Level 2/3 support and assist with pre-sales where required.

• Maintain product certifications and technical knowledge relevant to managed services.

• Provide on-site support services as required.

• Create and maintain high- and low-level design documentation.

• Undertake BAU support across networks, servers, PCs, and peripherals.

• Troubleshoot networks and virtualised environments (VMware/Hyper-V).

• Deploy infrastructure projects in virtual and physical environments.

• Manage data security, backups, and recovery processes.

• Monitor network traffic and activity, escalating potential issues proactively.

• Travel to customer sites as required.

• Perform other duties as directed by management.

Do you have?

• Minimum 4 years of experience supporting Windows systems in a managed services or enterprise environment.

• Proven experience in mentoring, leading, or supervising a technical team (formally or informally).

• Strong interpersonal and communication skills, with the ability to liaise across all levels of the organisation.

• Excellent knowledge of IT and communications infrastructure.

• Valid driver’s licence.

• Strong diagnostic and troubleshooting skills.

• Industry recognised qualification equivalent to MCSA / Associate standard.

• CCNA or equivalent network experience (required).

• Certifications in Microsoft, Azure, Fortinet (desirable).

• A proactive approach to ongoing learning and certification.

• Commitment to providing outstanding customer service and technical excellence.

• Willingness to participate in the rotating after-hours support roster and ad-hoc weekend work as required.

• Must be an Australian Citizen/Resident and legally able to work in Australia.

Why this role?

This is a great opportunity for an experienced engineer who enjoys being hands-on technically while developing others and shaping operational excellence within a fast-growing MSP. You’ll be trusted as both a senior engineer and a mentor, helping elevate the performance and culture of the broader support team.

This is a full-time, permanent position with an attractive salary and superannuation. The role provides flexibility with the successful applicant able to base themselves at our Sydney, Wollongong or Melbourne office with work from home options available.