Sr. Technical Support Engineer

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CAI is a global services firm with over 9000 associates worldwide and a yearly revenue of $1.3 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are seeking an experiencedSr. Technical Support Engineerto provide advanced technical support to managed-service clients across Microsoft 365 Windows endpoints networks servers cloud platforms cybersecurity tools and business position will befull-timeandremote.

What Youll Do

• Level 2 technical support
• Receive investigate prioritise and resolve escalated support tickets from Level 1 technicians
• Provide remote support for Windows desktops laptops Microsoft 365 Outlook Teams OneDrive SharePoint printers scanners mobile devices and common business applications
• Diagnose and resolve complex user device software connectivity authentication email printing and cloud-service issues
• Support user onboarding offboarding account provisioning password resets MFA setup Microsoft 365 licence allocation mailbox access shared mailboxes distribution lists Teams access and SharePoint permissions
• Troubleshoot workstation performance issues including slow computers application crashes profile faults Windows updates driver issues storage capacity and malware-related symptoms
• Perform remote software installation patching updates configuration changes and endpoint maintenance
• Troubleshoot remote-access issues including VPN connectivity Remote Desktop MFA conditional access and secure access tools
• Escalate major incidents security events infrastructure failures or vendor-related faults to Level 3 engineers management vendors or third-party providers when appropriate
• Maintain ownership of assigned tickets until resolution ensuring updates are provided within agreed service-level targets
• Level 3 technical support and infrastructure
• Provide advanced troubleshooting for Microsoft 365 Azure Windows Server Active Directory Entra ID networking cybersecurity backup virtualisation and cloud environments
• Diagnose and resolve complex Microsoft 365 issues involving Exchange Online Outlook Teams OneDrive SharePoint Intune Defender conditional access MFA and identity management
• Administer and troubleshoot Active Directory Group Policy DNS DHCP file shares permissions print services Windows Server and user profiles
• Support cloud and hybrid identity environments including Microsoft Entra ID synchronization account provisioning access control and security policy troubleshooting
• Investigate network faults involving routers firewalls switches wireless access points VLANs DNS DHCP VPNs internet connections and site-to-site connectivity
• Support endpoint management platforms remote monitoring and management tools patch management antivirus/EDR backup platforms and security monitoring tools
• Assist with server virtual machine storage backup and disaster-recovery troubleshooting
• Perform root-cause analysis for recurring technical issues and recommend permanent corrective actions
• Assist with technical projects including Microsoft 365 migrations Azure migrations device deployments network upgrades security improvements endpoint rollouts and office relocations
• Develop and maintain technical standards support procedures knowledge-base articles client documentation network diagrams asset records and system credentials in approved documentation platforms
• The engineer will be expected to have strong experience supporting Microsoft environments
• Microsoft 365 administration
• Microsoft Entra ID / Azure Active Directory
• Exchange Online and Outlook troubleshooting
• Shared mailboxes aliases distribution lists and mail flow
• Microsoft Teams setup permissions calling issues and meeting troubleshooting
• OneDrive and SharePoint synchronisation permissions sharing and document-access issues
• Microsoft Intune device enrolment compliance policies application deployment and endpoint configuration
• Microsoft Defender for Business or Microsoft Defender for Endpoint
• Multi-factor authentication and conditional-access troubleshooting
• Windows 10 and Windows 11 support
• Microsoft Office application troubleshooting including Outlook Word Excel PowerPoint and Teams
• The engineer should be able to provide remote guidance and troubleshooting for common endpoint and hardware-related faults including
• Checking power supply power cables power boards monitors docks keyboards mice webcams headsets and peripheral connections
• Diagnosing basic display issues including incorrect monitor input loose HDMI/DisplayPort cables docking-station faults display settings and driver issues
• Troubleshooting laptop and desktop startup problems blue-screen errors hardware-detection issues battery and charger faults and device-performance concerns
• Assisting users with basic printer scanner label-printer and peripheral connectivity issues
• Coordinating with onsite staff vendors or field technicians where physical repair replacement or advanced hardware diagnostics are required
• Recording device details serial numbers asset information fault symptoms actions taken and recommended next steps in the ticketing system
• The engineer will provide remote support for managed printers multifunction devices scanners and document-workflow equipment. While advanced mechanical repairs and hardware disassembly may be completed by specialist technicians or vendors the engineer must be able to perform structured remote diagnostics and accurately escalate faults
• Respond to printer-related support tickets and gather clear fault information from the client
• Confirm the printer model serial number location network connection method and affected users
• Check whether the printer is powered on and confirm that all power and data cables are securely connected
• Verify network or Wi-Fi connectivity and confirm whether the printer is visible on the network
• Check printer status paper levels toner or ink alerts basic error messages and consumable warnings
• Capture all displayed error codes and error descriptions then record them accurately in the ticketing system
• Confirm whether other users are affected and whether the issue is isolated to one computer one user or the printer itself
• Troubleshoot print queue issues printer mapping driver availability default-printer settings and basic network-printing faults
• Check the current printer firmware version and perform a firmware upgrade where approved appropriate and supported by the manufacturer
• Follow approved vendor procedures before applying firmware updates and document the firmware version before and after the update
• Carry out basic print-quality diagnostics including nozzle checks for supported inkjet devices
• Where a nozzle check is required guide the client through completing up to four nozzle checks or approved cleaning cycles
• If the nozzle-check process does not resolve the print-quality issue escalate the matter to Level 2 a print specialist or the relevant vendor/field technician
• Request that the client provide photos screenshots test prints nozzle-check results error codes and relevant details
• Ensure clients understand that they should reply directly to the support ticket where possible so all correspondence remains recorded against the service request
• Arrange or recommend onsite attendance workshop repair supplier support or replacement equipment when remote troubleshooting is unsuccessful
• Diagnose common scanner issues such as the scanner not waking poor scan quality scan-to-email failures scan-to-folder failures paper-feed issues or unclear scanned images
• Guide clients through safe basic cleaning of scanner glass document feeders rollers and accessible external surfaces in accordance with manufacturer recommendations
• Ask clients to inspect the scanner glass for marks dust fingerprints correction fluid streaks or debris that may affect scan quality
• Guide the user through waking the device restarting the printer or scanner where appropriate and attempting a test scan
• Confirm scan destinations email addresses folder permissions network access and basic SMTP or scan-to-email settings where within the scope of remote support
• Capture error codes screenshots test results and images of scan-quality problems before escalation
• Escalate persistent mechanical faults repeated paper jams damaged feeder components advanced configuration issues or vendor-specific errors to the appropriate technical resource
• Log all support requests troubleshooting steps findings client communications resolutions and escalation notes in the approved ticketing system
• Record relevant error messages screenshots event logs device details serial numbers IP addresses firmware versions and test results
• Keep ticket notes clear enough that another technician can understand the issue actions taken current status and next steps without needing to repeat diagnostic work
• Communicate with clients in a professional calm and easy-to-understand manner
• Provide regular progress updates for unresolved tickets and advise clients when third-party vendors onsite technicians or specialist teams are engaged
• Ensure tickets are categorized prioritized and handled in accordance with service-level agreements
• Identify recurring issues and raise recommendations for process improvement training documentation replacement hardware or proactive remediation

What Youll Need

Required:

• Demonstrated experience in a Level 2 and/or Level 3 IT support role within an MSP internal IT department or outsourced IT environment
• Strong experience supporting Microsoft 365 and Windows-based business environments
• Experience with Microsoft Entra ID Active Directory Exchange Online Outlook Teams OneDrive SharePoint Intune and Microsoft Defender
• Strong troubleshooting skills across Windows 10 and Windows 11 devices user profiles Office applications drivers printing and endpoint performance
• Experience with networking fundamentals including TCP/IP DNS DHCP VLANs Wi-Fi VPNs firewalls routers and switches
• Experience supporting remote monitoring and management tools PSA/ticketing platforms patch-management tools and endpoint-security platforms
• Familiarity with backup disaster recovery antivirus EDR MFA password security and cybersecurity best practices
• Ability to troubleshoot printers multifunction devices scanners print queues drivers connectivity issues firmware and basic print-quality faults
• Strong written English documentation and customer-service skills
• Ability to work independently in a remote environment while managing priorities and meeting response-time expectations
• Ability to explain technical issues and instructions clearly to non-technical users

Preferred:

• Microsoft 365 Certified: Fundamentals Endpoint Administrator Administrator Security Administrator or related Microsoft certifications
• CompTIA A Network Security or equivalent experience
• Experience with Azure Hyper-V VMware Windows Server Active Directory and Group Policy
• Experience with Sophos Huntress SentinelOne Microsoft Defender Datto NinjaOne ConnectWise Kaseya N-able HaloPSA Autotask or similar MSP tools
• Experience with Fortinet Ubiquiti Cisco Meraki SonicWall or other firewall and network platforms
• Experience supporting managed print environments multifunction printers scanner workflows print-management tools and vendor support processes
• Experience working with Australian small-to-medium businesses and delivering remote support under SLA requirements

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.
• Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employment selection process please direct your inquiries to or (888).