Senior System Administrator

About the Role

Lead the Mohali delivery team supporting Australian SMB clients across managed IT services, cybersecurity and web infrastructure. A hands-on leadership role escalation point, process owner, and people manager. Everything is delivered remotely, so your own remote troubleshooting ability sets the standard for the team.

Role & responsibilities

- Lead and mentor a team of IT support engineers and technicians; own rosters, shift coverage and workload allocation

- Serve as final technical escalation for L2/L3 issues across networking, email, Microsoft 365, Entra ID, Windows Server and endpoint management

- Remotely diagnose and resolve network faults router and modem configuration, PPPoE setup, WAN/NBN connectivity, port forwarding, DNS and DHCP issues

- Own email setup and migration work end to end Exchange, Exchange Online, IMAP, POP, SMTP, DNS records (MX, SPF, DKIM, DMARC) and mail flow troubleshooting

- Own SLA performance response times, resolution rates, ticket ageing and CSAT

- Manage RMM/PSA tooling, documentation standards and knowledge base quality

- Oversee client onboarding, infrastructure audits and cybersecurity baselines (MFA, backup, patching, EDR)

- Coordinate with Australian leadership on capacity planning, hiring and process improvement

- Drive automation and reduce repeat tickets through root-cause analysis

- Ensure adherence to security and data-handling policies across the team

Preferred candidate profile

- 6+ years in IT support/infrastructure with at least 2 years leading a team

- *Excellent remote support skills non-negotiable.* Able to resolve complex faults over the phone and via remote session, on unfamiliar client environments, without onsite access

- *Strong network troubleshooting:* router and modem setup, PPPoE configuration, VLANs, VPN, firewalls, port forwarding, Wi-Fi diagnostics, ISP-side fault isolation

- *Strong email expertise:* Exchange and Exchange Online, IMAP/POP/SMTP configuration, mailbox migration, DNS and mail-flow records, deliverability troubleshooting

- *Excellent spoken and written English* — daily client-facing contact with Australian customers

- Microsoft 365 admin, Entra ID, Intune

- Windows Server, Active Directory, DNS/DHCP, Group Policy

- Experience with RMM/PSA platforms (NinjaOne, Datto, ConnectWise, Halo, Atera or similar) and remote tools (TeamViewer, AnyDesk, Splashtop)

- Backup and DR solutions; endpoint security tooling

- Proven ability to write and enforce SOPs

- Willing and able to commit to a 3:00 AM start and rotational weekend coverage

Nice to Have

- MSP background serving international clients

- Azure/AWS certifications, MS-102, AZ-104, or equivalent

- Cybersecurity frameworks — Essential Eight, ISO 27001, ACSC guidance

- Scripting: PowerShell, Python, or automation via n8n/Make

- Experience with VoIP platforms and cloud telephony

- Familiarity with Australian ISPs and NBN connection types

What's on Offer

- Early finish at 1:30 PM — afternoons and evenings free

- Direct exposure to international clients and modern MSP tooling

- Certification sponsorship and structured career path

- Onsite Mohali office