Level 3 Service Desk Engineer
On-siteSydney Central Business District, New South Wales, Australia
Job Summary
Act as the primary technical escalation point for complex client issues, troubleshooting advanced desktop, server, cloud, and networking incidents. Support and maintain Microsoft 365, Entra ID, Intune, Active Directory, and Windows Server environments while working hands-on with firewalls, routers, switches, and VPNs. Deliver remote and onsite support across a diverse client portfolio, maintaining high-quality documentation and collaborating with vendors to drive timely resolutions. Mentor Level 1 and Level 2 engineers, sharing expertise to support their development. Join a growing national MSP delivering right-sized IT solutions to help businesses run smarter and more efficiently.
Required Qualifications
- 5+ years' experience in an IT support, infrastructure, or engineering role within an MSP environment
- Enjoy solving complex technical problems and taking ownership through to resolution
- Are confident working directly with clients and managing technical escalations
- Have excellent communication skills and can explain technical concepts clearly
- Enjoy mentoring others and contributing to a collaborative team culture
- Microsoft 365
- Entra ID
- Intune
- Windows Server environments
- Active Directory
- Group Policy
- TCP/IP
- DNS
- DHCP
- VPN technologies
- Network troubleshooting and administration
- Backup and disaster recovery solutions
- Virtualisation technologies such as VMware and Hyper-V
Desired Qualifications
- WatchGuard
- Meraki
- Ubiquiti
- Palo Alto or similar firewall platforms
- Microsoft Azure
- Cloud networking and SD-WAN technologies
- Cybersecurity solutions and best-practice security frameworks
- PowerShell scripting and automation
- Microsoft, AWS, CompTIA or other industry certifications
- Microsoft Power Platform
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