Allura Partners
Level 3 Support Engineer
- Compensation
- Not disclosed
- Location
- Brisbane QLD
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- Support
- Posted
Skills
Must have
- Proven Level 3 or advanced escalation support experience, ideally within a managed services environment
- Strong Intune capability, including enrolment, configuration profiles, compliance policies and app deployment
- Windows and macOS end-user device support across the full lifecycle
- Broad Microsoft 365 knowledge, including Entra ID and Conditional Access
- Infrastructure experience across Windows Server, Active Directory, Group Policy, Hyper-V or VMware, and Azure VMs, storage and virtual networking
- Working networking knowledge across DNS, DHCP, NAT, Wi-Fi, LAN/WAN, switches and firewalls (deep specialisation not required)
- Experience working to SLAs using MSP ticketing, monitoring and remote management tools
- Confident, personable communicator with a strong customer focus
- Willingness to participate in an on-call roster
- Microsoft certifications (Endpoint Administrator Associate, Microsoft 365 Administrator Expert or Azure Administrator Associate) and an IT degree or diploma highly regarded
Full description
Salary: 125000
**Level 3 Support Engineer | Modern Workplace & Cloud Infrastructure | up to $130,000 + super | Brisbane
About the Company**
Our client is an established managed services provider delivering ICT support across end-user computing, Microsoft 365, on-premise and Azure environments. With a strong focus on reliable service delivery and customer experience, the business continues to improve its processes, tooling and automation.
Hybrid working - 2 days in the office, 3 remote.
About the Role
Based in Brisbane, this is a full-time Level 3 escalation role. You’ll own complex incidents through to resolution, act as the go-to for Level 1 and 2 engineers, and work directly with customers, vendors and internal teams. On-call roster participation is required.
Benefits
- Salary range of $120,000 to $130,000 + super, depending on experience
- Hybrid working - 2 days in office.
Duties / Key Responsibilities
- Own and resolve complex Level 3 incidents and service requests across end-user devices, Intune, Microsoft 365, on-premise and Azure-hosted environments
- Manage escalations from Level 1 and 2 engineers, providing clear technical guidance and keeping issues moving within SLA
- Administer Windows and macOS devices through Intune, and support the Microsoft 365 stack including Teams, Exchange Online, SharePoint Online, Entra ID and Conditional Access
- Troubleshoot servers, virtualisation, identity, storage, backup and general networking issues, escalating to specialists where needed
- Maintain documentation and change records, contribute to service reviews and mentor junior engineers
Skills and Experience
- Proven Level 3 or advanced escalation support experience, ideally within a managed services environment
- Strong Intune capability, including enrolment, configuration profiles, compliance policies and app deployment
- Windows and macOS end-user device support across the full lifecycle
- Broad Microsoft 365 knowledge, including Entra ID and Conditional Access
- Infrastructure experience across Windows Server, Active Directory, Group Policy, Hyper-V or VMware, and Azure VMs, storage and virtual networking
- Working networking knowledge across DNS, DHCP, NAT, Wi-Fi, LAN/WAN, switches and firewalls (deep specialisation not required)
- Experience working to SLAs using MSP ticketing, monitoring and remote management tools
- Confident, personable communicator with a strong customer focus
- Willingness to participate in an on-call roster
- Microsoft certifications (Endpoint Administrator Associate, Microsoft 365 Administrator Expert or Azure Administrator Associate) and an IT degree or diploma highly regarded