EMPLOYMENT

Senior Infrastructure & Support Engineer We are seeking a highly skilled and adaptable Senior Support & Infrastructure Engineer to join our team in a dual-capacity role. This position will provide Level 3 support within the Service Delivery team while also contributing to infrastructure projects led by the Engineering and Security team. The successful candidate will be a technical leader, capable of guiding junior staff, resolving complex issues, and delivering project outcomes across Microsoft 365 and Azure environments. As Senior Infrastructure & Support Engineer, your key responsibilities will be: Service Delivery (Support Team) Act as the primary escalation point for complex technical issues across customer environments. Provide guidance and mentorship to Level 1 and Level 2 support staff. Ensure ticket categorization and resolution accuracy to support reporting and analytics. Maintain and improve documentation for support processes and technical resolutions. Participate in service reviews and contribute to continuous improvement initiatives. Participate in after-hours escalation-only support as part of a rotating on-call arrangement (retention provided). Infrastructure Projects (Engineering Team) Lead or contribute to the delivery of infrastructure and security projects across Microsoft 365 and Azure. Respond to and investigate security incidents, implementing mitigation strategies. Assist in the development of cybersecurity awareness programs for clients. Collaborate with cross-functional teams to design and implement scalable, secure solutions. Advocate for automation and modern tooling to improve operational efficiency. Qualifications 5 years experience in a senior technical support or infrastructure engineering role. Strong knowledge of Microsoft 365, Azure, Windows Server, and networking fundamentals. Experience with security platforms such as Defender XDR, Mimecast, Rapid7, or similar. Proficiency in PowerShell and scripting for automation (advantageous). Relevant certifications (e.g. Azure Administrator, Identity and Access Administrator, Security certifications). Excellent communication and problem-solving skills. Preferred Experience Working in a Managed Services Provider (MSP) environment. Delivering technical projects from planning to execution. Familiarity with Cisco, Meraki, Fortinet, and other networking solutions. Experience with Microsoft SQL, IIS, and Teams Telephony. You must have the right to work in Australia without restriction. About Tickbox Tickbox provides managed IT services to small and medium businesses across Australia. We’re passionate about delivering secure, reliable, and simple technology solutions that our customers trust. For more info about us, visit: www.tickbox.com.au