Senior Infrastructure & Service Desk Engineer Level 2/3 - Sydney
Senior Level 2/3 engineer on an MSP's managed services team in Sydney, owning complex network, server and Microsoft cloud escalations through to root-cause resolution and mentoring L1/L2 staff. Core stack: TCP/IP routing/switching, firewalls, wireless, Windows Server/AD, Microsoft 365, Entra ID, Intune and Azure.
- Compensation
- Not disclosed
- Location
- Sydney NSW
- Work setup
- Hybrid
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- 5+ years hands-on IT infrastructure/support experience, preferably within an MSP
- Demonstrable experience personally troubleshooting and supporting business network infrastructure
- Strong understanding of TCP/IP, subnetting, VLANs, routing, switching, DNS, DHCP, NAT and VPN technologies
- Hands-on experience supporting firewalls, managed switches and enterprise wireless networks
- Strong Windows Server and Active Directory troubleshooting capability
- Strong Microsoft 365 and Entra ID administration experience
- Ability to troubleshoot complex infrastructure problems across multiple technology layers
- Experience owning escalated incidents and driving them through to resolution
- Strong customer communication and technical documentation skills
Nice to have
- Experience with Fortinet, Cisco, Aruba, Meraki or comparable networking platforms
- Microsoft Azure experience
- Microsoft Intune experience
- Hyper-V or VMware experience
- Enterprise backup and disaster recovery platforms
- RMM, PSA and network monitoring platforms
- Microsoft Defender and broader Microsoft security technologies
Full description
About the Role
IT Integrity is looking for an experienced Level 2/3 Service Desk Engineer to join our Managed Services Practice.
This is not a junior Service Desk or desktop support role. We are looking for an experienced infrastructure engineer who can independently diagnose and resolve complex issues across network, server, Microsoft cloud and endpoint environments, while acting as an escalation point for other engineers.
A strong hands-on background in network infrastructure is essential. You should be comfortable troubleshooting beyond the endpoint and determining whether an issue sits within switching, routing, firewall, wireless, WAN, server, cloud or application infrastructure.
What You'll Be Doing
- Own and resolve complex Level 2 and Level 3 incidents through to resolution.
- Troubleshoot LAN, WAN, VPN, routing, switching, firewall and wireless infrastructure.
- Diagnose network performance, connectivity, DNS, DHCP, VLAN and routing issues.
- Configure and support managed switches, firewalls, wireless access points and other network infrastructure.
- Troubleshoot complex issues across Windows Server, Active Directory, Group Policy, DNS and DHCP.
- Administer and troubleshoot Microsoft 365, Entra ID, Exchange Online, Teams and Intune.
- Support Azure-hosted infrastructure and hybrid environments.
- Perform root cause analysis for recurring and high-impact incidents.
- Perform proactive infrastructure maintenance, patching, vulnerability remediation and health checks.
- Manage technical escalations with vendors, carriers and third-party providers.
- Provide technical guidance and escalation support to Level 1 and Level 2 engineers.
- Maintain accurate documentation, ticket notes, knowledge articles and client environment information.
- Assist with infrastructure upgrades, migrations, deployments and other technical project activities.
- Identify opportunities to improve the reliability, security and performance of client environments.
This aligns with IT Integrity's existing managed services model, where Level 2 performs deeper diagnosis and higher-complexity administration, while Level 3 handles the most complex incidents, root cause analysis and vendor escalations.
What We're Looking For
We're looking for someone who already operates confidently at a senior Level 2 or Level 3 standard, ideally within an MSP.