Level 3 Support Engineer

Level 3 Support Engineer

Level 3 Support Engineer Senior Escalation Managed Services

Narre Warren, VIC Full-time, Permanent

I'm partnering with a well-established, growing Managed Service Provider in Melbourne's south-east to find a Level 3 Technician. This is a senior hands-on role for someone who enjoys owning complex problems, takes pride in getting to the root cause, and can talk confidently with business owners when the stakes are high.

You'll report directly to the Managing Director and be the senior technical escalation point across a varied portfolio of managed clients. If you're interested in leadership down the track, there's a genuine development pathway here, but this role is all about technical excellence first.

What you'll be doing

• Taking ownership of complex Level 3 incidents, service requests and problems across multiple client environments, from acceptance through to resolution and documentation
• Diagnosing unfamiliar and business-impacting issues using structured troubleshooting and root-cause analysis
• Leading client-facing calls during high-impact issues, explaining risk, options and next steps in plain English
• Reviewing client environments against internal technical and security standards, identifying gaps and technical debt, and recommending practical remediation
• Guiding other technicians on escalated issues and helping remove technical roadblocks
• Building and improving documentation, knowledge-base articles, standards and configuration baselines
• Finding opportunities to automate and streamline work using PowerShell, templates and AI tools
• Investigating significant monitoring alerts across backup, patching, endpoint security and infrastructure health
• Applying the Essential Eight, ASD guidance and ISO 27001-aligned practices to keep clients secure

What you'll bring

• Strong, recent Level 3 experience in an MSP, with a solid grasp of the pace and variety of a multi-client environment
• Deep practical skills across Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Entra ID, Conditional Access and Intune
• Microsoft Defender and security alert investigation experience
• Azure, Windows Server, Active Directory, Group Policy and virtualised infrastructure
• Networking know-how including TCP/IP, DNS, DHCP, VLANs, VPNs, routing, switching, wireless and firewalls
• Backup monitoring, failure investigation and restore validation
• Hands-on experience with PSA, RMM and documentation platforms
• PowerShell and automation skills
• Exceptional spoken and written English, with the confidence to lead difficult conversations with clients
• A current Microsoft certification

Highly regarded

• ITIL certification or practical experience with Incident, Problem and Change Management
• WatchGuard, Sophos, Fortinet or similar firewall experience
• Microsoft Purview experience
• Exposure to cybersecurity frameworks and ISO 27001
• A tertiary qualification in IT or Computer Science

Why this role?

• A senior technical role where your judgement is trusted and your work is visible to leadership
• Direct access to the Managing Director in a business that values quality and doing things properly
• A clear development pathway toward technical leadership and, longer term, Service Delivery Management as the business grows
• Variety across multiple client environments, mixing reactive escalation work with planned improvement projects
• No people-management burden, so you can focus on solving problems and lifting technical standards

Please note this role is only open to people with full working rights in Australia