Tektalent has partnered with our flagship client whom are a leading IT solutions provider that provide industry leading technical customer service & technical advisory. Our client offers a refined & successful brand to be a part of, and a culture that has won awards within Australia putting them into the top 10 best Australian tech businesses to work for.

We have been asked to assist with recruiting a L3 Engineer / System Administrator to join the level 3 team, this is a technical role taking escalations from the level 2 team, you will be able to get your hands dirty & problem solve complex technical problems for a wide array of client's and modern infrastructure environments, this will be both a BAU & project based role (involvement with modern MS projects e.g. Cloud Migrations, infrastructure upgrades, digital transformation)

This role will be expected to provide customer service excellence, support team members and continually improve both yourself and the business through your individual & team contributions.

This is a permanent role & offers the luxury of being hybrid which heading into 2025 is a luxury not many businesses are still offering.

Position-specific tasks and responsibilities:

Act as a primary escalation point for all High Priority Incidents

Act as a primary response avenue to all escalated tickets

Responsible for resolving level 3 technical issues & communication to clients and service team

Provide deskside support and onsite visits to a variety of clients both scheduled and reactive

Provide application, network, phone, security and infrastructure support for clients

Respond to and Resolve tickets within agreed Service Levels Agreements (SLA’s)

Collaborate and escalate any level 3 issues to the Senior System Administrators/SME Specialists, Team Lead or Service Operations Manager

Enter all ticket and time entries into the CRM Database (ConnectWise)

Ensure quality of service to clients is maintained by providing excellent customer service to a variety of clients

Establish a mentor partnership with junior service staff

Skills and Experience Required:

5 + years of technical support experience with experience working in an MSP (Managed Services Provider)

Exposure & technical experience with;

Networking (WatchGuard / Forti / Aruba / Ubiquiti)

Phones (SIP, Teams, 3CX)

Cloud & Applications (Sharepoint, Wintel, Azure)

Modern Microsoft stack (Microsoft 365, Windows server)

Security (MDM, Sophos, Defender, Tenable)

Virtualisation & Infrastructure (Veeam, APC, Synology, Nutanix)

Excellent communication, time management and organisation

Team player with the ability to actively listen, process feedback, reflect, learn and help others learn.

Benefits & Reasons to apply

Hybrid role - You can work from home or a conveniently located head office with on-site parking

The business has experienced 40% year on year growth

Complex technical problem solving within modern technical stacks

If you don't have your security clearance, the business will pay & get you security cleared, saving you thousands of dollars and fast tracking your ability to get security cleared

Role is a blend of BAU & Delivering projects for blue-chip client in Canberra (Mix of Private / Government)

Technical role that involves F2F visits to see client's, not a purely phone-based role

Clear and defined progression plan coupled with a high growth business

55 + staff IT services business with a strong HR & L&D focus, this is rare for a business of this size

Our client is a certified “Great place to work” - Ranked one of the top technology businesses in Australia

Refined & forward-thinking business with high capability and a dynamic decision-making process

Average tenure of the team is 2 + years

Nimble and fast-moving business that is hyper-focused on innovation and growth

Very high culture rating across the business

Plenty of non-financial incentives around education, health / fitness, self-development, extra leave

Constantly evolving and changing the way they deliver solutions, heavy investment in automation & bleeding edge tech

Pain free & efficient interview process - 2 rounds

10 + years of strong reputation in the market

Highly focused on innovation & providing IT services / consulting across all the latest tech platforms

Culture is a primary focus of the business, they strongly support growth, having a voice, promoting a flat management structure, collaboration, encouragement & support, diverse team working in cross collaboration and supporting the generation of ideas and opinions

Business heavily invests in training & support, internal progression, delivering projects at a high standard, reputation is everything

If you are an experienced System Administrator or strong level 2 wanting to get into a level 3 role, please apply and we will review your application as soon as possible.

Please only apply if you're permanently based in Canberra, remote candidates will not be accepted.

You must be an Australian Citizen to apply for this role.

Alternatively, you can email [email protected] directly for immediate review.

Tektalent looks forward to hearing from you.

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