Technical Account Manager (TAM) / Senior L3 Systems Engineer

• Strategic & Technical Hybrid: Blend proactive client roadmap ownership with high-level L3 escalation delivery.

• Modern Security & Endpoint Focus: Deep expertise across Intune, MDR stacks, and M365 security.

• Collaborative Leadership: Lead client outcomes by coordinating with and empowering internal engineering teams.

About the Role:

Are you an elite Senior Systems Engineer who loves client strategy and relationship building, but knows that true success comes from working with a team rather than flying solo?

We are seeking a Technical Account Manager (TAM) & Senior L3 Engineer to serve as the primary technical partner for a dedicated portfolio of multi-tenant MSP clients.

This is a high-visibility, high-impact role requiring a true team player. You will bridge the gap between business strategy and modern technical delivery. Your week will balance proactive client consulting and infrastructure roadmapping with acting as a senior mentor and collaborative escalation backstop.

⚠️ CRITICAL SCOPE NOTE: We are specifically looking for a collaborative professional, not a "hero" engineer who tries to solve everything in a silo. You must love documenting solutions, empowering L1/L2 engineers, and delegating effectively. You retain ultimate ownership of the client relationship, but you leverage the power of the whole team to deliver it.

Key Responsibilities:

• Technical Account Management: Serve as the strategic technical advisor for your portfolio. Conduct environment health checks, identify risks, and present actionable technology roadmaps to C-suite stakeholders.

• Modern Workplace & Security Governance: Drive the adoption of modern infrastructure, ensuring client fleets are securely managed via Microsoft Intune and continuously protected by modern MDR (Managed Detection & Response) frameworks.

• Collaborative Escalation Backstop: Act as the final point of escalation for complex network, cloud, and modern workplace issues, stepping into the trenches alongside the team to coach them through critical remediation efforts.

• Process & Delegation: Own the overall technical health of your clients, but confidently delegate standard project tasks and daily tickets to the wider engineering team to ensure efficient delivery.

About You:

• Team-First Mindset: You value structure, clear process, and team collaboration over individual isolation. You understand that scaling an MSP requires sharing knowledge and lifting the capabilities of the engineers around you.

• Modern & Traditional Tech Stack: Proven experience balancing modern cloud stacks with traditional foundations:

  • Modern Workspace: Strong hands-on deployment of Microsoft Intune (MDM/MAM), Azure AD/Entra ID, and M365 Security.

  • Cyber Security: Familiarity working alongside MDR, EDR, and SOC ecosystems to triage and remediate alerts.

  • Core Infrastructure: Solid roots in networking protocols, firewalls (Fortinet/SonicWall), and VMware environments.

• Consultative EQ & Communication: You can command a room, translate complex technical vulnerabilities into clear business risks for non-technical stakeholders, and easily pivot from a boardroom presentation to a team huddle.

Who you are working for:

A company that believes its greatest strength is its staff and the culture that exudes within it. Looking after small and mid-sized business's IT needs for over 25 years, the ethos is built around providing exceptional service and an understanding of what client's expectations are. Relationships are not built in a day, they are nurtured over many years.

You will be an enthusiastic people person and will be called upon to demonstrate the above skills at interview.

A stable work history plus relevant references will be essential. Be aware that our main office is located in Port Melbourne. 

Immediate start for the right candidate.