The Opportunity

We are a relationship-driven Managed Service Provider (MSP) built entirely on long-term client trust. We are hunting for an engineering heavyweight to own our Systems Infrastructure, RMM Architecture, and Technical Standards.

This is a premier Player-Coach role. You will run our engineering "Engine Room," acting as the absolute final L3 escalation gatekeeper before projects hit our Professional Services team. You will stay highly technical ("on the tools"), using code and automation to turn reactive noise into "silent stability," while naturally mentoring a capable team of engineers.

What is in it for You:

• Architectural Autonomy: Total ownership of our RMM ecosystem and central stack. You design the automation frameworks, patching regimes, and self-healing policies.

• Strategic Engineering: This is not a desk-bound admin or HR management role. You lead by technical gravitas, setting the elite standards that your team aspires to reach.

• The Gatekeeper Advantage: You work directly alongside our Professional Services Lead to control what enters production. You have the power to reject poorly documented projects before they ever touch your support environment.

• A Culture of Outcomes: No micromanagement or vanity SLA metrics. We value deep work, structural root-cause resolution, and authentic human connection.

What You’ll Bring to the Team:

• L3 Engineering Depth: Heavyweight expertise across Advanced Networking (Firewalls, VLANs, complex routing), core M365/Azure ecosystems and virtualisation (VMware).

• The Automation Core: You view Datto RMM not as a basic alert tool, but as an automation engine. You possess advanced, hands-on PowerShell capabilities. You are completely comfortable writing, testing, and deploying your own code to turn repetitive tasks into automated scripts.

• Natural Mentorship: You take professional pride in upskilling L1/L2 technicians. You mentor by teaching methodology and logic, ensuring the team grows stronger under your guidance.

• A Hospitality Heart: You believe that elite technical engineering must be paired with clear, empathetic communication. You can translate a complex core outage into reassuring business language for clients.

Key Responsibilities:

• Final L3 Escalation Gatekeeper: Act as the ultimate technical authority for our infrastructure environment. Resolve the complex networking and cloud roadblocks that the team cannot.

• RMM & NOC Architecture: Own the complete configuration, alert tuning, and automated remediation deployment across our client fleet.

• Production Gatekeeping: Collaborate with the Professional Services team to audit new client onboarding and project handovers. Ensure everything is documented, hardened, and support-ready.

• Automation Roadmap: Track recurring systemic alerts and write the scripts or API integrations required to eliminate them permanently.

• Technical Reviews: Conduct proactive quality assurance on closed tickets to identify systemic engineering blindspots and lead internal technical workshops to close them.

About You:

• You have 10+ years of deep MSP or enterprise engineering experience and feel you have hit a glass ceiling in a rigid corporate environment.

• You are an analytical problem solver who is deeply obsessed with finding the root cause of an infrastructure issue rather than applying a temporary patch.

• You remain completely calm under pressure, serving as the steady technical anchor for the team during critical outages.

Who you are working for:

A company that believes its greatest strength is its staff and the culture that exudes within it. Looking after small and mid-sized business's IT needs for over 20 years, the ethos is built around providing exceptional service and an understanding of what client's expectations are. Relationships are not built in a day, they are nurtured over many years.

You will be an enthusiastic people person and will be called upon to demonstrate the above skills at interview.

A stable work history plus relevant references will be essential. Be aware that our main office is located in Port Melbourne. 

Immediate start for the right candidate.