About the Role
We are seeking an experienced Technical Team Lead to provide technical guidance, coaching, and capability development across L1, L2, and L3 Support Engineers.
This role will focus on strengthening technical capability, supporting engineer progression, leading knowledge-sharing initiatives, and contributing to technical assessments. You will work closely with learning and development specialists and technical stakeholders to identify capability gaps and support structured technical growth across the engineering function.
About the Client
You will be working with an established Australian Managed Service Provider (MSP) delivering technology and managed services to its customers. The organisation values strong technical capability, service excellence, continuous development, and collaborative knowledge sharing across its engineering community.
Ideal Profile
Technical Experience
- Strong hands-on experience within managed services, IT support, systems engineering, or a similar technical environment.
- Previous experience working within an Australian MSP environment.
- Experience operating at Senior Engineer, Technical Lead, Escalation Engineer, or a similar level.
- Strong understanding of L1, L2, and L3 support functions and the technical capabilities expected at each level.
- Strong troubleshooting and problem-solving capabilities across infrastructure and end-user environments.
- Experience working within SLA-driven managed services operations.
Technical Skills
- Microsoft 365 administration and troubleshooting.
- Microsoft Entra ID and Exchange Online.
- Microsoft Intune and endpoint management.
- Active Directory and Group Policy.
- Windows Server and Windows desktop environments.
- Networking fundamentals, including DNS, DHCP, VPN, and TCP/IP.
- Identity and access management.
- ITSM and ticketing platforms.
- Remote Monitoring and Management (RMM) tools.
- Backup, endpoint security, and common MSP technologies.
- Exposure to Microsoft Azure, cloud infrastructure, virtualisation, networking, and security technologies is highly regarded.
Leadership & Development
- Demonstrated experience coaching, mentoring, or developing technical professionals.
- Ability to assess technical capability and provide clear, constructive development feedback.
- Strong understanding of ITIL principles and IT service management practices.
- Ability to explain complex technical concepts clearly and practically.
- Strong communication and stakeholder-management skills.
- Strong customer-service mindset and understanding of Australian MSP service expectations.
Qualifications & Certifications
- Relevant tertiary qualification in Information Technology, Computer Science, Engineering, or a related discipline is desirable.
- ITIL certification or demonstrated practical experience in ITIL-aligned environments.
- Microsoft, Azure, or other relevant industry certifications are highly regarded.
Responsibilities
Technical Coaching & Guidance
- Provide technical coaching and guidance to L1, L2, and L3 Support Engineers.
- Support engineers with complex technical issues, troubleshooting approaches, and technical decision-making.
- Coach engineers on structured troubleshooting, ownership, and effective resolution practices.
- Build technical confidence, independence, and overall engineering capability.
- Identify recurring technical challenges and recommend targeted coaching, learning, or knowledge-sharing initiatives.
Learning & Technical Development
- Partner with the Learning & Development Specialist to identify individual and broader technical capability gaps.
- Provide technical input into development plans and learning pathways.
- Help define and maintain technical competency expectations across L1, L2, and L3 levels.
- Support technical development and progression between engineering levels.
- Recommend practical learning activities, technical exercises, certifications, and development opportunities.
- Provide ongoing technical feedback to support capability improvement.
Technical Guilds & Knowledge Sharing
- Lead and facilitate technical Guilds across the engineering community.
- Develop Guild topics around capability needs, recurring challenges, and relevant technologies.
- Facilitate technical knowledge-sharing sessions, troubleshooting discussions, workshops, and practical learning activities.
- Encourage collaboration and knowledge sharing across engineering teams.
- Engage experienced engineers and subject matter experts in Guild activities where appropriate.
- Support the creation of reusable technical knowledge and best practices.
Technical Assessments
- Support technical assessments for prospective and existing engineers.
- Assist with technical interviews, internal skills assessments, and capability reviews.
- Evaluate technical competency against L1, L2, and L3 expectations.
- Provide structured feedback covering strengths, capability gaps, and development areas.
- Contribute to the development and continuous improvement of technical assessment frameworks, questions, and practical scenarios.
- Support progression and readiness assessments with technical stakeholders.
Managed Services Standards & Best Practices
- Promote strong technical and service-delivery standards across the engineering function.
- Coach engineers on ITIL-aligned practices, including incident, request, problem, and escalation management.
- Reinforce best practices for ticket ownership, technical documentation, prioritisation, and customer communication.
- Promote effective troubleshooting methodologies and root-cause thinking.
- Support continuous improvement of technical practices and engineering capability.
- Share relevant technical trends, tools, and practices that can improve managed services delivery.
How we take care of our team
💰 Get paid in Australian Dollars
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved ones
