Tech Lead – Senior Technical Escalation Engineer

About the role

We are looking for a Tech Lead to act as the senior escalation point for our service‑desk pods. You will own the most complex incidents, proactively review client environments and drive projects that modernise and secure infrastructure.

Key responsibilities

• Serve as the senior escalation point for technically complex tickets and own P0/P1 incidents.
• Proactively audit client environments and deliver practical improvement recommendations.
• Lead projects to remediate risks, modernise infrastructure and lift client platforms.
• Deep‑dive Hyper‑V, storage and virtualisation issues and resolve them.
• Manage and troubleshoot Veeam backup, replication and recovery across multiple clients.
• Own end‑to‑end resolution of complex Microsoft 365, Entra ID and Azure problems.
• Communicate technical findings clearly to engineers and translate them into plain‑language explanations for clients.

Required profile

• Advanced troubleshooting experience with Hyper‑V and storage systems.
• Strong hands‑on experience with Veeam backup, replication and recovery.
• Deep knowledge of Microsoft 365, Entra ID and Azure, beyond basic usage.
• Methodical, persistent approach to problem solving.
• Calm under pressure and able to manage high‑severity incidents.
• Ability to switch between technical deep‑dives and plain‑language client communication.
• Experience in an MSP or multi‑client environment is strongly preferred.
• Senior‑level or engineering background demonstrating “advanced” expertise.

Required skills

• Hyper‑V
• Storage systems
• Veeam backup & replication
• Microsoft 365
• Entra ID
• Azure
• Virtualisation

What we offer

• Competitive salary $110,000‑$130,000 per annum plus superannuation.
• Flexible hybrid working model.
• Free access to Uprise coaching and 1:1 sessions with qualified psychologists.
• 10 paid study days per year, exam fee coverage and pay rises for certifications.
• Weekly internal training and a supportive growth‑focused culture.