WHO ARE WE?
Tecala is an award-winning national ICT managed services provider. We work hard to help our customers transform their businesses through the innovative use of technology and need more great people to join our vibrant and growing team.
We’re certified as a Great Place to Work (2023-2026), ranked as Australia's 16th Best Workplaces in Technology 2026, and named Australia’s #1 Managed Service Provider and #29 globally in the 2025 MSP 501.
We pride ourselves on our reputation for quality and consistently delivering the right solution for our customers. You have the opportunity to become part of a supportive team, working together to provide solutions that make a difference to our broad customer base. If you are passionate about technology and motivated by assisting customers in improving their ICT operations, you will thrive with us.
ABOUT THE ROLE:
The Quality Assurance Engineer is responsible for supporting quality assurance, testing and service validation activities across Tecala’s managed services environment while embedding quality assurance practices into day-to-day service operations.
The role combines technical support exposure with structured quality assurance responsibilities while also developing and executing test cases, identifying service quality gaps, and contributing to continuous improvement of Tecala's service delivery processes.
Supports technical service assurance and systematic quality assurance activities of ICT services, processes and configurations. Both are non-negotiable.
Key responsibilities will include:
Quality Assurance
- Develop, document and execute test cases and test scripts for ICT systems, configurations and managed service processes in accordance with Tecala QA standards
- Perform functional, regression and integration testing for client environment changes, new deployments and service transitions prior to production release
- Detect, analyse and report defects, configuration inconsistencies and service quality failures through Tecala’s defect management process, producing trend analysis, defect metrics and risk-based recommendations to support continual service improvement.
- Analyse test results and service quality data, and prepare quality reports, defect summaries and recommendations for the Service Delivery and Customer Engagement Manager and relevant stakeholders
- Review technical change requests and deployment plans against client configuration baselines and quality standards before implementation
- Contribute to the development and continuous improvement of Tecala's QA testing methodology, frameworks and procedures
- Contribute to root cause analysis activities associated with recurring incidents and recommend preventive quality measures
- Monitor adherence to defined service quality processes and escalate identified quality risks.
Technical Support Delivery
- Provide technical support associated with system validation, deployment activities, operational assurance and service quality activities for Tecala managed service clients, supporting investigation, validation and remediation activities relating to endpoints, servers, networks, cloud platforms and vendor-specific applications
- Manage and document testing outcomes, technical issues and validation activities within Tecala’s ITSM and quality management processes
- Participate in AI-assisted monitoring, quality validation and operational workflow improvement activities and support operational responsiveness and service quality objectives
- Collaborate with senior engineering personnel on complex technical issues with complete documentation of troubleshooting steps taken
- Maintain technical documentation, knowledge base content, SOPs and testing records.
- Maintain accurate documentation and recording of technical support, testing and validation activities within Tecala’s ServiceNow platform in accordance with operational reporting standards
AI-Augmented Operations & Continuous Improvement
- Actively contribute to identifying automation opportunities within support and QA processes, including AI-assisted monitoring, ticket triage and test execution
- Engage with Tecala's AI capability development roadmap; AI tool proficiency baseline expected within 90 days of commencement
- Identify and communicate potential improvements to work processes, scripts, runbooks and client-facing procedures
Operational Commitments
- Adhere to allocated operational schedules (6am–10pm Monday–Friday) and participate in rostered after-hours operational support and service quality activities associated with managed services delivery, as required
- Apply sound time management and workload prioritisation to self-manage allocated tasks
- Participate in training, certification and development activities as required, with particular focus on cloud platforms, security fundamentals and AI tooling
- Operate in alignment with Tecala's values, service standards and code of conduct at all times
Required skills and experience:
- Tertiary qualification (degree or diploma) in Information Technology, Computer Science or related discipline; OR industry certifications demonstrating equivalent competency (Microsoft, CompTIA, ITIL, ISTQB or equivalent)
- Demonstrated experience developing or executing test cases, test scripts or QA procedures for ICT systems or services (core ANZSCO 2632 requirement)
- Working knowledge of Windows Server environments, Microsoft 365 and common endpoint platforms (Windows 10/11)
- Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN connectivity
- Familiarity with defect tracking and service management tools (ConnectWise, ServiceNow, Jira or equivalent)
- Demonstrated experience in ICT technical support or managed services, including incident logging, triage and resolution
- Strong written and verbal communication skills with proven ability to translate technical issues for non-technical audiences
- ITIL Foundation certification or willingness to obtain within 12 months
- ISTQB Foundation certification or willingness to obtain within 12 months
Desirable
- Experience in a managed service provider (MSP) environment
- Cloud platform exposure: Microsoft Azure, Microsoft 365 administration, AWS
- Virtualisation: VMware or Hyper-V
- RMM platform experience: ConnectWise Automate, or equivalent
- Exposure to automated testing tools or AI-assisted QA tooling
- Security fundamentals and endpoint protection platform experience
- Citrix or Remote Desktop Services familiarity
- Experience with performance or load testing methodologies
WHAT WE CAN OFFER YOU
As part of our team, you'll be able to learn and grow in a supportive and inclusive environment. We have listed some of those benefits below for you:
- Paid Birthday Leave.
- Inclusive paid parental leave policy that supports all parents & carers
- Health & Wellness perks including discounted gym membership.
- Access to ongoing Learning & Development opportunities including self paced learning through our learning management system.
- Paid certifications and remuneration incentive to get upskilled / certified to support your development
- Access to Career Pathways so you can continue to build a career in the business.
- Reward & Recognition Program where you can also thank and reward your team mates
- Hybrid and flexible working model
- Employee discounts – Access discounted rates and offers from a variety of providers, including health insurance and IT Hardware.
- Employee Assistance Program (EAP)
Note: As an essential part of our hiring process, you will be required to undertake a National Criminal History Check.
HOW TO APPLY
If you're excited about the opportunity to make a difference in our business, meet the musts and tick some maybes, then apply now.
Be sure to include a cover letter and CV to support your application.
No agencies please – we've got this one covered.
We foster an inclusive and diverse work environment where our people can be themselves. Every idea and perspective is valued so that our services reflect the companies we support. We welcome diversity in all its forms, and so we welcome applications from suitably qualified candidates across the range of underrepresented communities.
Pay: $80,000.00 – $85,000.00 per year
Work Location: Hybrid remote in Sydney NSW 2000
