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.

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.

• 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.

• 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.

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.