The Solutions Specialist is accountable for the successful design and delivery of cloud and infrastructure projects to Infotrust's new and existing customers, providing technical pre-sales support that builds client confidence, and ensuring that all project deliverables are documented and handed over in a manner that enables sustainable ongoing support. The role spans the full project lifecycle - from initial solution design and scoping through to implementation, commissioning, and knowledge transfer.
Key Accountabilities
Project Delivery & Implementation
- Cloud and infrastructure projects are delivered on time, within scope, and to agreed quality standards through systematic planning and deep technical expertise.
- Solution implementations address client requirements permanently, rather than applying temporary configurations or workarounds that create future support burden.
- All ICT considerations — including high availability, disaster recovery, security, and networking — are incorporated into solution designs before implementation commences.
- Managed services operations remain unaffected by project go-lives through thorough knowledge transfer and adherence to handover requirements.
- Post-deployment early life support is provided to enable sustainable transition to BAU through systematic pattern capture and issue resolution.
- Project time is accurately logged with sufficient detail to support client billing, scope tracking, and budgetary accountability.
Solution Design & Architecture
- Proposed solutions are technically sound, commercially viable, and aligned to Infotrust's product portfolio and strategic direction.
- Detailed designs and Statements of Work are completed to professional standards, incorporating phases, tasks, durations, and all relevant technical specifications.
- Bill of materials, pricing, and effort estimates reflect realistic technical assessment rather than optimistic assumptions.
- Solution planning incorporates future operational supportability, enabling service delivery teams to manage the environment effectively post-handover.
- Scripting and automation opportunities are identified and incorporated into solutions to reduce manual effort and operational risk.
Presales & Solution Feasibility
- Pre-sales and solutions teams are supported with infrastructure designs, effort estimates, and technical expertise that improve proposal quality and conversion rates.
- RFP, RFQ, and RFI responses are completed accurately, on time, and to a standard that reflects Infotrust's technical capabilities and commercial positioning.
- Technical discovery sessions are led with sufficient rigour to ensure accurate scoping of client environments, risks, and integration requirements.
- Client-facing presales engagements demonstrate professional technical representation that builds confidence in Infotrust's delivery capability.
- Quotes for client work are prepared accurately and delivered within required timeframes.
Client & Stakeholder Engagement
- Client expectations are set clearly at engagement outset and actively managed throughout the project lifecycle to prevent scope misalignment.
- Clients receive technically accurate explanations of solution decisions, implementation approaches, and expected outcomes in language appropriate to their technical level.
- New client audits and onboarding are delivered to agreed quality and timeline standards, establishing a sound technical baseline for ongoing service delivery.
- Effective working relationships are maintained with Architects, SMEs, Operations teams, and vendors to ensure appropriate architecture, strategy, and coordination across all deliverables.
Documentation Handover
- All project documentation — including detailed designs, SoWs, as-built records, and operational runbooks — is completed to Infotrust's standards before project closure.
- Knowledge transfer to service delivery and operations teams is systematic and complete, enabling lower-tier resolution of environment-specific issues without specialist re-engagement.
- Documentation standards are maintained consistently across all client engagements, supporting audit readiness and contractual compliance.
Personal Performance & Professional Standards
- Maintain and grow specialist technical capability relevant to supported platforms through continuous learning and practical application.
- Personal Goals & Objectives are achieved as defined in the Staff Enablement Model.
- Continuous Service Improvement initiatives are led that deliver measurable operational improvements.
- Company values are demonstrated through honest communication, genuine ownership, and creating a psychologically safe environment.
- Collaborative relationships are maintained with Engineering Team Leader, Service Management Lead, Head of Technical Operations and Head of Delivery.
Skills & Qualifications:
- Proven experience (minimum 3–5 years) in a technical project delivery or solutions role within a Managed Service Provider environment, with demonstrated capability across the full lifecycle from design through to implementation and handover.
- Sound technical expertise in Microsoft 365 Public Cloud including Azure Active Directory, Intune/Endpoint Management, SharePoint, and Microsoft Defender Suite, and Microsoft Azure including networking, compute, and Windows Virtual Desktop.
- Demonstrated capability in core infrastructure technologies: Windows Server (Active Directory, DNS, DFS), virtualisation (VMware/Hyper-V), Microsoft Remote Desktop and VDI technologies, and backup and disaster recovery solution design and implementation.
- Network design and implementation experience including switching, VLAN, and WAN solutions, with advantageous experience across Sophos, WatchGuard, or Cisco Meraki.
- Scripting and automation capability with practical experience applying automation to reduce manual effort, improve solution repeatability, and lower operational risk.
- Experience with migration tooling such as BitTitan, AvePoint, Mover, and SharePoint Migration Tool, and familiarity with IT tools such as Autotask and IT Glue.
- Strong understanding of ITSM frameworks (ITIL preferred) with practical experience in project documentation, scope management, and structured handover to operations teams.
- Certifications highly regarded: Microsoft Certified Solutions Expert (infrastructure or Modern Desktop), Azure Solutions Architect, or equivalent specialist-level Microsoft certifications. ITIL 4 Foundation as a minimum baseline.
Personal Qualities & Attributes:
- Models our organisational values by demonstrating honesty in all interactions, taking genuine ownership of outcomes even when issues are challenging, and fostering a psychologically safe environment where asking questions is encouraged and learning from mistakes is normalised.
- Models Infotrust's company values by demonstrating honesty in all client and team interactions, taking genuine ownership of project outcomes, and fostering a collaborative and constructive working environment.
- Exceptional communication skills, including the ability to translate complex technical architecture into clear client-facing language, produce professional project documentation, and manage stakeholder expectations proactively throughout the engagement lifecycle.
- Commercial and client-focused mindset, demonstrated by an understanding of how solution design decisions affect project margins, ongoing supportability, and the client's long-term experience of Infotrust's services.
- Rigorous documentation discipline evidenced by consistently complete, accurate, and professionally presented designs, SoWs, and handover materials across all client engagements.
- Strong pre-sales capability, including the ability to contribute meaningfully to RFP/RFQ/RFI responses, support technical discovery sessions, and build client confidence through credible and professional technical engagement.
- Deep technical curiosity and learning agility, evidenced by proactive engagement with Infotrust's evolving product portfolio, willingness to learn new platforms, and a systematic approach to maintaining technical currency across cloud, infrastructure, and security domains.
- Effective collaboration and stakeholder management, demonstrated by the ability to coordinate across Architects, SMEs, operations teams, and vendors to ensure the appropriate technical and commercial outcomes are achieved on every engagement.
- Sound judgement and commercial integrity, demonstrated through accurate scoping and pricing, transparent communication of risks and constraints, appropriate escalation of issues, and consistent alignment of decisions with Infotrust's values and service commitments.
- Resilience and composure under pressure, particularly during complex project challenges, tight delivery timelines, or technically ambiguous client environments, maintaining systematic and professional delivery standards throughout.
- Capacity for independent work at solution and project level, managing multiple concurrent engagements without constant oversight, while identifying risks and issues proactively and escalating appropriately.
How to Apply
Please send resumes to: Kristen.brinker@infotrust.com.au
