Job Description

The Level 3 Service Desk Engineer is a senior technical resource responsible for resolving the most complex IT issues, supporting infrastructure and cloud environments, and mentoring junior team members. This role plays a key part in ensuring high-quality service delivery, contributing to project implementation, and driving technical excellence across the Service Desk.
Onsite role (Start time: 4:00 AM AEST)

Key Responsibilities

Advanced Technical Escalation & Resolution
• Act as the final escalation point for complex incidents and service requests.
• Troubleshoot and resolve issues across server, network, cloud, and security environments.
• Perform root cause analysis and implement permanent fixes to recurring problems.
• Lead critical incident response and recovery efforts.
Infrastructure & Systems Support
• Support and maintain core infrastructure including Windows Server, Active Directory, Azure, and Microsoft 365.
• Assist with network configuration, firewall management, and security monitoring.
• Participate in patch management, backup and disaster recovery planning, and system upgrades.
Project & Implementation Support
• Collaborate with the Project Delivery Team on infrastructure rollouts, migrations, and deployments. • Provide technical input during project planning and execution.
• Ensure smooth transition of projects into operational support with proper documentation and training.
Mentoring & Knowledge Sharing
• Provide technical guidance and mentorship to Level 1 and Level 2 engineers.
• Contribute to the development and maintenance of the internal knowledge base.
• Promote best practices and continuous learning within the team.
Tooling & Automation
• Leverage service management tools such as Autotask for ticketing and reporting.
• Identify opportunities for automation and process improvement.
• Assist in integrating monitoring and management tools to enhance service delivery.
Security & Compliance
• Enforce security policies and assist in vulnerability management and remediation.
• Support compliance initiatives and contribute to audit readiness.
• Participate in the development and testing of incident response procedures.

Skills and Qualifications

• 4+ years of experience in IT support or infrastructure roles
• Strong expertise in Windows Server, Active Directory, Microsoft 365, Azure, and networking
• Experience with virtualisation (e.g., Hyper-V, VMware), firewalls, and backup solutions
• Excellent troubleshooting, analytical, and documentation skills
• Strong communication and leadership abilities
• Relevant certifications such as Microsoft Certified: Azure Administrator, or ITIL Foundation are highly desirable
• Ability to work independently and lead technical initiatives