Technical Team Lead
About the role
The Technical Team Lead will provide technical guidance, coaching, and capability development for L1, L2, and L3 Support Engineers within an established Australian Managed Service Provider (MSP). The role focuses on strengthening technical capability, supporting engineer progression, leading knowledge-sharing initiatives, and contributing to technical assessments. Responsibilities include technical coaching, supporting complex troubleshooting, partnering with learning and development specialists, facilitating technical guilds, and promoting managed services standards and best practices. The ideal candidate will have strong hands-on experience in managed services or IT support, previous experience in an Australian MSP, and demonstrated leadership in coaching technical professionals. The company offers a collaborative environment with a focus on continuous development and service excellence, along with a range of benefits for employees.
Must have
- 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
- 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
- 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
- ITIL certification or demonstrated practical experience in ITIL-aligned environments
Nice to have
- Exposure to Microsoft Azure, cloud infrastructure, virtualisation, networking, and security technologies is highly regarded
- Relevant tertiary qualification in Information Technology, Computer Science, Engineering, or a related discipline is desirable
- Microsoft, Azure, or other relevant industry certifications are highly regarded
Technologies
- Active Directory
- Azure
- DHCP
- DNS
- Microsoft Entra ID
- IAM
- Intune
- ITIL
- Microsoft 365
- TCP/IP
- Virtualization
- VPN
- Windows
- Windows Server
Highlights
Compensation is paid in Australian Dollars. Medical insurance is provided from day one for you and your spouse (or parents if unmarried), along with generous OPD coverage. Additional benefits include home office setup and internet allowances, gym and wellness allowance, mental health support, reimbursement for industry certifications, flexible work arrangements (home or office), and regular team events. The company uses AI tools to assist in the recruitment process, but final decisions are made by humans.
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