Are you a Systems Engineer who thrives in complex environments and takes ownership of technical outcomes?
Do you take ownership of issues end-to-end, focus on identifying root causes, and deliver high-quality outcomes through to successful resolution?
If so, we’d love to hear from you.
We’re looking for a Systems Engineer to operate as a Level 2 escalation point within a high-performing, SLA-driven Technical Operations (TechOps) team, resolving complex cloud and infrastructure issues while maintaining high standards across service delivery, customer experience, and operational quality.
This is not a generalist support role. It’s an opportunity to work in a structured, standards-driven environment where ownership, accountability, technical capability, and continuous improvement matter.
About Idea 11
Idea 11 is an Australian-based, award-winning, full-stack, values-driven IT consulting and managed services company specialising in cloud computing.
We partner with forward-thinking clients to deliver modern, next-generation technology environments, while continuing to build a high-performing and standards-driven TechOps function.
We are focused on delivering consistently high-quality outcomes, with a strong emphasis on accountability, collaboration, and continuous improvement.
Why Work at Idea 11?
- A values and culture-driven organisation
- Flexible hybrid working arrangements
- Paid overtime and paid parental leave (in addition to Government entitlements)
- Company-funded certifications (pass or fail)
- Dedicated time and support for continuous learning and development
- Exposure to modern, complex, and next-generation environments
- Regular company-wide social events
- Recognition and reward programs
- A supportive, collaborative, and high-performing team environment
- Leadership team with strong technical backgrounds
Learn more: https://www.idea11.com.au/careers
Role & Responsibilities
- Act as a Level 2 escalation point for tickets raised by Level 1 engineers
- Diagnose and resolve complex cloud, infrastructure, and platform issues
- Own tickets end-to-end, delivering high-quality resolutions that minimise rework and repeat issues
- Engage directly with clients where required, providing clear, proactive, and professional communication (both verbal and written), while maintaining a consistently high standard of customer service
- Operate effectively within an SLA-driven environment, maintaining strong response and resolution performance
- Participate in incident, problem, and root cause analysis to identify and address underlying issues
- Take ownership of major incidents where required, driving resolution and engaging with Senior Engineers, Team Leads, and Service Delivery Managers (SDMs) as needed
- Perform scheduled maintenance and proactive system improvements
- Maintain accurate and high-quality technical documentation and knowledge base content
- Attend client on-site visits where required
- Collaborate across TechOps to deliver consistent and high-quality client outcomes
Core Technical Requirements (Essential)
- Strong hands-on experience with Amazon Web Services (AWS) across core services (e.g. EC2, VPC, IAM)
- Proven experience supporting Microsoft Azure (IaaS) environments
- Solid experience with Windows Server, Active Directory, and Group Policy
- Experience administering hypervisor platforms (VMware / Hyper-V)
- Experience with networking products such as Cisco Meraki, Ubiquiti, or HP Aruba
- Strong troubleshooting capability across cloud, infrastructure, networking, and end-user environments
- Experience operating within structured ITSM environments, including Incident, Problem, and Change Management processes
- Experience working within an MSP or SLA-driven support environment
Essential Experience Requirements
- 3–5+ years’ experience in a Cloud, Infrastructure, or MSP environment
- Demonstrated experience handling Level 2 escalations within an SLA-driven support environment
- Proven experience supporting cloud and on-premises infrastructure environments
- Experience working within shared queue and ticket-driven support models
- Experience managing incidents across cloud, infrastructure, networking, and end-user environments
- Experience engaging directly with clients and maintaining professional communication throughout the lifecycle of a ticket
Additional Technical Skills & Experience (Desirable)
- Microsoft 365 (Exchange Online, SharePoint, Teams)
- Entra ID (Azure AD), Conditional Access, MFA
- Intune / Endpoint Manager
- Networking fundamentals (DNS, DHCP, VPNs, firewalls)
- Microsoft Defender and endpoint security
- Backup and disaster recovery solutions (e.g. Veeam, Commvault)
- Monitoring and RMM tools (e.g. LogicMonitor or similar)
- Experience with ConnectWise or similar ticketing platforms
What Sets You Apart
- Strong ownership mindset and ability to drive issues through to resolution
- Strong focus on quality and doing things properly the first time
- Ability to prioritise effectively and maintain quality under SLA pressure
- High attention to detail and structured approach to work
- Strong communication and customer service skills, with the ability to engage confidently with both technical and non-technical stakeholders
- A proactive mindset focused on improving systems and reducing repeat issues, not just resolving tickets
Certifications (Mandatory)
- At least one of the following (or equivalent demonstrated capability):AWS Certified Solutions Architect – AssociateMicrosoft Certified: Azure Administrator Associate (AZ-104)VMware certifications such as VCTA (VMware Certified Technical Associate) or VCP (VMware Certified Professional)
Candidates will be expected to obtain relevant certifications where not already held, as part of their ongoing development.
Additional Relevant Certifications (Beneficial)
- Other vendor-equivalent certifications aligned to cloud and infrastructure engineering
Eligibility & Location
- Must have full Australian working rights
- Ability to work across a hybrid model, including remote, in-office, and client site environments as required
Strictly no recruitment agencies.
