About the Role
We are seeking an experienced and well-rounded L3 IT Support Engineer to join a growing international technology services team. In this role, you will provide advanced technical support across endpoint, server, network, security, and Microsoft cloud environments for a diverse client base.

You will take ownership of complex incidents, perform proactive infrastructure monitoring, manage user administration, support scheduled infrastructure maintenance, and collaborate with senior technical teams when escalation is required. This role is ideal for a technically capable engineer who can work independently, apply sound judgement, and consistently deliver a high standard of service.

About the Client
You will be working with an established UK-based technology management consultancy that helps organisations operate, secure, modernise, and transform their technology environments. The organisation combines responsive IT support with strategic technology leadership, proactive monitoring, cybersecurity, and long-term technology planning. Its customer-focused approach serves organisations across multiple industries and places strong emphasis on dependable service, transparent communication, and continual improvement.

Ideal Profile

Experience & Technical Expertise

• Significant experience in an MSP, service desk, network operations, or multi-client IT support environment
• Strong L3 troubleshooting capability across endpoints, servers, networks, and Microsoft cloud services
• Proven experience managing high-priority incidents within defined service levels
• Strong knowledge of Microsoft 365 and Windows desktop and server environments
• Solid understanding of Active Directory and user administration
• Strong networking knowledge covering TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls, switches, wireless networks, and remote connectivity
• Experience with VMware ESXi and/or Microsoft Hyper-V
• Strong understanding of server patching, maintenance, and restart procedures
• Experience with ticketing, PSA, RMM, remote-access, and knowledge-management platforms

Desirable Technical Experience

• HaloPSA
• N-able N-central
• ConnectWise ScreenConnect
• Passportal
• Cisco Meraki
• Cisco AnyConnect, Umbrella, and Duo
• SonicWall and Aruba networking
• Microsoft Defender and SentinelOne
• Darktrace
• Microsoft Teams Voice
• Google Workspace, ChromeOS, Google Chat, and Google Meet
• Hospitality technology environments, including PMS, POS, and payment terminals

Soft Skills

• Strong written and verbal English communication skills
• Excellent ticket documentation and escalation discipline
• Calm and methodical approach to high-priority incidents
• Ability to work independently and make sound technical decisions
• Proactive approach with the initiative to investigate beyond basic scripted troubleshooting
• Ability to learn unfamiliar technologies and adapt quickly across different customer environments
• Strong reliability, ownership, and accountability
• Comfortable collaborating with wider technical teams while working independently

Responsibilities

Incident Support

• Respond to incidents received through phone, email, customer portals, and RMM-generated cases
• Provide technical support across user, endpoint, server, network, security, and cloud environments
• Troubleshoot and resolve high-priority incidents involving account access, applications, printing, connectivity, PMS, POS, payment devices, and LAN/WLAN/WAN environments
• Perform structured troubleshooting and capture comprehensive diagnostic information
• Take ownership of incidents through resolution or appropriate escalation
• Escalate issues beyond your technical capacity with complete and accurate handover information

Vendor & Supplier Management

• Liaise with third-party vendors and suppliers through support portals and telephone channels
• Follow up outstanding vendor tickets and technical issues
• Coordinate with PMS, POS, Wi-Fi, connectivity, and other technology vendors where required
• Maintain ownership and provide appropriate updates until issues are resolved or handed over

Proactive Monitoring & Support

• Monitor client infrastructure and alerting platforms for high-priority incidents and potential service issues
• Monitor UPS systems, ISP equipment, firewalls, switches, wireless infrastructure, and access points
• Monitor user and administrator accounts, email systems, and security platforms
• Investigate alerts indicating potential malicious activity or compromised accounts
• Take appropriate proactive action in accordance with incident management and escalation procedures

User Administration

• Perform routine user administration and access management activities
• Create and manage shared mailboxes and distribution groups
• Manage delegate permissions, user access, and relevant Microsoft Exchange and Google environment settings
• Add and modify Microsoft 365 and Exchange licences
• Grant file and SharePoint permissions
• Apply or modify Conditional Access policies where authorised
• Disable leaver accounts by revoking access in accordance with approved procedures
• Follow all required approval processes before completing user administration tasks

Infrastructure Maintenance

• Perform scheduled infrastructure maintenance activities
• Complete Windows and server updates and patch deployments
• Perform approved server restarts and post-maintenance service checks
• Support VMware ESXi and Microsoft Hyper-V hosts where required
• Ensure maintenance activities follow appropriate change, incident, and communication procedures

Documentation & Service Delivery

• Maintain accurate ticket documentation, technical notes, and incident records
• Follow incident, change, escalation, and communication procedures consistently
• Maintain and use technical documentation, credentials, network diagrams, and knowledge articles
• Communicate clearly with customers, colleagues, senior engineers, and stakeholders throughout incidents
• Contribute technical knowledge, documentation, and ideas that improve service delivery and internal processes

How we take care of our team
💰 Get paid in Australian Dollars
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved ones