Level 3 Service Desk Engineer
Senior (Level 3) service desk engineer at an Australian managed service provider (MSP) in North Sydney, acting as the escalation point for complex client tickets across Microsoft 365, Azure, virtualisation, and networking, while mentoring L1/L2 technicians and meeting SLAs. Hybrid: 2-3 days/week in office or at client sites.
- Compensation
- A$80K–A$110K / yr
- Location
- Sydney NSW
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Previous experience working for an MSP (Managed Service Provider)
- Very strong verbal and written communication skills
- Proven senior support experience within an MSP or IT services environment
- Previous experience as a Level 3 Service Desk Engineer or equivalent senior technical support role
- Hands-on skills with Microsoft 365 and Microsoft Azure
- Virtualisation experience with VMware and Hyper-V
- Networking skills with Cisco/Meraki and Aruba
- Microsoft skills: Windows Server, SQL Server, Active Directory
- Strong understanding of ITIL principles
- Excellent troubleshooting and problem-solving skills
- Ability to work independently with sound technical judgement
- Strong organisational skills and ability to manage competing priorities
Nice to have
- ITIL 4 Foundation knowledge or certification
- Tertiary qualification in IT or a related discipline
- Microsoft Azure certifications, particularly at Engineer or Architect level
- MCSA or MCSE certification
- CCNA or CCNP certification
- Cisco Certified Network Associate (CCNA) Industrial certification
- ITIL 4 certification
- Experience mentoring or coaching junior technicians
Full description
Salary: $80,000 – $110,000 per year
HOT JOB ALERT 🚨 Level 3 Service Desk Engineer (MSP)
💰 Salary: $80,000–$110,000 base + super
📍 Location: North Sydney, NSW
💼 Work arrangement: 2–3 days per week in the North Sydney office and/or at client sites
🔑 Key Requirement
Previous MSP (Managed Service Provider) experience and very strong communication skills are essential for this role.*Please don't apply for this role if you have not worked for an MSP (Managed Service Provider)*
About the Opportunity
Our client is an established and highly regarded Australian Managed Service Provider (MSP), supporting more than 280 businesses nationwide.
Due to the onboarding of a new client, our client is expanding its Service Desk team and is seeking an experienced Level 3 Service Desk Engineer to join the team.
🛠️ About the Role
We are looking for a Level 3 Service Desk Technician to join our Technical Support team in North Sydney. This is a senior, hands-on role acting as the escalation point for complex technical issues across our client base.
Reporting to the Technical Support Manager, you will resolve escalated tickets, deliver a premium service experience to clients, and mentor technicians across the wider business.
This role is ideal for an experienced Level 2/3 engineer with a strong MSP background who enjoys solving complex problems and sharing their knowledge with others.
Key Responsibilities
- Own and resolve escalated technical support tickets.
- Troubleshoot complex issues across Microsoft 365, Azure, server, virtualisation, and network environments.
- Develop effective solutions quickly to meet client demands.
- Mentor and support Level 1 and Level 2 technicians across the business.
- Communicate clearly with clients, stakeholders, and internal teams on progress, deliverables, and deadlines.
- Ensure all tickets are documented accurately and managed within SLA requirements.
- Enter timesheets live and meet utilisation and performance metrics.
- Follow established processes and contribute to continuous improvement.
👤 About You
You will be an experienced IT professional who thrives in a fast-paced MSP environment and is comfortable taking ownership of complex technical issues.
To be successful, you will have: