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
- Solid 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

📌 Senior System Administrator (Sahibzada Ajit Singh Nagar)
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📍 Sahibzada Ajit Singh Nagar