Senior Level 3 Service Desk Engineer

The Company
We're partnering with a growing Managed Services Provider that delivers IT support, consulting and project services to a broad range of clients across Australia. Based in in the CBD.

With continued growth and investment in both its people and technology, the business is looking to appoint an experienced Senior Level 3 Service Desk
Engineer to join its technical team. This is an opportunity to step into a senior position where you'll act as the technical escalation point, mentor junior engineers and play a key role in project delivery and continuous improvement.

The Role
As the Senior L3 Service Desk Engineer, you'll be the senior technical escalation point for both clients and internal engineers, providing advanced support across Microsoft infrastructure, cloud and networking technologies.

This is a varied role that blends complex technical troubleshooting with project delivery, customer consulting and technical leadership. You'll have the opportunity to influence service improvements, mentor the wider team and work across a diverse client portfolio. 50% Projects and 50% BAU.

Key Responsibilities

• Act as the Level 3 escalation point for complex technical issues.
• Provide advanced troubleshooting across Microsoft cloud, server and networking technologies.
• Mentor and support Level 1 and Level 2 engineers.
• Drive continuous improvement initiatives across the Service Desk.
• Deliver infrastructure projects, upgrades and migrations.
• Work closely with clients to provide technical advice and consultancy.
• Ensure incidents are resolved within agreed SLAs.
• Maintain accurate technical documentation and knowledge articles.
• Participate in a rotating on call roster.

About You
You'll be an experienced Systems Engineer or Level 3 Engineer from a Managed Services background who enjoys solving complex technical challenges and working directly with clients.

You'll ideally bring experience across:

• Microsoft 365, Entra ID, Exchange Online, Teams and SharePoint.
• Windows Server, Active Directory, Group Policy, DNS and DHCP.
• Azure, Microsoft Cloud and hybrid environments.
• Virtualisation technologies including VMware, Hyper V or Citrix.
• LAN, WAN, VLANs, VPNs and firewall administration.
• Level 3 technical support, troubleshooting and root cause analysis.
• Project delivery, infrastructure upgrades and client implementations.

Why Apply?

• Senior technical role with genuine autonomy.
• Exposure to a wide range of Microsoft Cloud and Infrastructure technologies.
• Work across both managed services and project delivery.
• 2 Days WFH a week
• Opportunity to mentor engineers and influence technical standards.
• Diverse client environments with new technical challenges every day.
• Ongoing investment in professional development and certifications.

To Be Successful

• 4+ years' experience within IT Infrastructure or Managed Services.
• Previous Level 3 or Systems Engineer experience.
• Strong Microsoft Cloud and Infrastructure knowledge.
• Australian working rights and the ability to obtain a Police Clearance

How to Apply
To apply online, please click on the appropriate link below. For more information, contact Ashton Goode at ••••@sharpandcarter.com.au.