L3 Support Engineer - Modern Workplace & Cloud Infrastructure

About Us

At ENTAG we help businesses thrive! We are a technology services business, partnering with Australia's largest telecommunications supplier and world leading technology providers to deliver innovative ICT services and solutions to small, large, enterprise and government customers. We have a reputation for fostering a fun yet professional work environment that encourages collaboration and growth, as well as a supportive and friendly culture that makes everyone feel valued.

Why You'll Love Working at ENTAG

• Flexible ways of working - designed to support balance with hybrid and WFH options
• Reward & recognition that matters - with award events, milestone recognition, and celebrating everyday wins
• Grow your career - supported by structured pathways and our dedicated learning platform
• Extra time for what matters - including your birthday off, service recognition leave, and the options to purchase additional annual leave
• Vibrant team culture - social events, team connection opportunities, and our popular ENTAG Move Club
• Wellbeing support - access our Employee Assistance Program whenever you need it
• Referral rewards - earn incentives through our Employee Referral Program

About the Position

We're looking for an experienced Level 3 Support Engineer to join our Managed Services team, providing advanced technical support across Modern Workplace, Microsoft Intune, Microsoft 365, Azure and on-premise infrastructure. This is a hands-on role for someone who enjoys solving challenging technical problems, working directly with customers and seeing issues through from investigation to resolution. You'll also play an important role in supporting and mentoring our Level 1 and Level 2 engineers, sharing your knowledge and helping lift capability across the team.

In this role you will

• Own and resolve complex Level 3 incidents across end-user devices, Microsoft Intune, Microsoft 365, on-premise infrastructure and Azure environments.
• Manage Level 1 and Level 2 escalations, providing technical guidance and progressing issues within agreed service levels.
• Administer Windows and macOS devices through Microsoft Intune, including enrolment, configuration, compliance, application deployment and troubleshooting.
• Support Microsoft 365 services, including Teams, Exchange Online, SharePoint Online, Entra ID and Conditional Access.
• Troubleshoot on-premise and Azure infrastructure across servers, virtualisation, identity, storage and backup services.
• Diagnose networking issues across DNS, DHCP, Wi-Fi, LAN, WAN and firewalls, escalating to specialists when required.
• Clearly communicate technical issues, risks, progress and resolutions to customers, providers and internal stakeholders.
• Maintain accurate technical documentation, customer records, procedures, change requests and test plans.
• Identify recurring issues, service gaps, risks and improvement opportunities through service reviews and reporting.
• Mentor junior engineers and help improve managed services processes, tools and automation.
• Participate in the on-call roster and respond to priority incidents in line with service and escalation requirements.

You'll thrive if you

• Bring strong Modern Workplace, Microsoft 365, endpoint, cloud and infrastructure expertise.
• Enjoy solving complex technical problems.
• Communicate technical information clearly and confidently.
• Deliver a professional, customer-focused experience.
• Build strong relationships with customers, partners and internal teams.
• Understand SLAs, escalations and quality service delivery.
• Look for practical ways to improve services and processes.
• Collaborate well and support the development of others.
• Can adapt to changing priorities and participate in an on-call roster.

Education, skills & experience you'll have

• Diploma or degree in IT, Computer Science or a related field is highly regarded.
• Relevant Microsoft certifications across Modern Workplace, Microsoft 365, Intune or Azure are desirable.
• Level 3 support experience, ideally within an MSP environment.
• Strong Windows and macOS endpoint support experience.
• Hands-on Microsoft Intune expertise across enrolment, compliance and application deployment.
• Broad knowledge of Microsoft 365, Entra ID and Conditional Access.
• Experience supporting on-premise and Azure infrastructure.
• Strong troubleshooting skills across hardware, software, identity and connectivity.
• Working knowledge of DNS, DHCP, Wi-Fi, LAN, WAN, switches and firewalls.
• Experience working to SLAs using MSP ticketing, monitoring and remote management tools.

How to Apply

If this role sounds like you, apply by submitting your cover letter and resume. Please note that the short-listing process will commence immediately, and applicants successful through the short-listing process will be contacted.