About the Role

We are seeking an experienced L3 Engineer to serve as the final technical escalation point for complex infrastructure and support issues. This senior technical position has a strong focus on networking, Microsoft 365, Azure, Windows infrastructure, and security.

You will independently investigate and resolve complex incidents, take ownership of issues through to resolution, improve customer environments, and proactively identify opportunities to enhance infrastructure security, reliability, and performance. You will also provide technical guidance to L1/L2 engineers and collaborate with vendors when specialist support is required.

About the Client

You will be working with an established Australian technology solutions and managed services provider that helps organisations modernise and secure their IT environments. The business delivers infrastructure, cloud, managed services, and IT support solutions using technologies from leading global vendors, with a strong focus on helping customers achieve secure, reliable, and modern workplaces.

Ideal Profile

Experience & Technical Capability

• 7+ years of relevant IT infrastructure or technical support experience, with demonstrated L3-level capability.
• Strong hands-on networking expertise across design, implementation, configuration, and troubleshooting.
• Strong network security experience covering firewalls, VLANs, switches, and routers.
• Strong Microsoft 365 experience and hands-on exposure to Microsoft Azure and cloud infrastructure.
• Proven ability to independently investigate and resolve complex technical issues.
• Experience conducting root cause analysis and implementing permanent technical solutions.
• Previous experience within an MSP or multi-customer environment is highly regarded.
• Good understanding of ITIL principles and IT service management practices.
• Ability to operate confidently as the final technical escalation point and make sound technical decisions independently.
• Experience guiding or mentoring L1/L2 engineers.
• Ability to work effectively across varied customer environments and technologies.
• Strong understanding of infrastructure security and industry best practices.

Essential Tools & Systems

• Microsoft 365
• Microsoft Azure
• Microsoft Intune
• Networking technologies
• Firewalls
• VLANs
• Switches and routers
• Network security
• Windows Server
• ITIL / IT Service Management

Preferred / Nice to Have

• Halo PSA
• NinjaOne RMM
• Aruba switches
• Fortinet firewalls and switches
• DrayTek routers
• Microsoft certifications and/or relevant networking or security certifications

Soft Skills

• Strong written and verbal communication skills.
• High levels of ownership and accountability.
• Strong analytical and problem-solving capabilities.
• Proactive, improvement-focused approach.
• Ability to work independently while remaining collaborative and engaged with the wider team.
• Confidence communicating with customers and technical stakeholders.
• Ability to guide and support L1/L2 engineers.
• Strong documentation and process discipline.
• Professional and customer-focused approach.

Responsibilities

• Act as the final technical escalation point for complex L3 incidents and infrastructure issues.
• Own escalated technical issues from initial investigation through to successful resolution.
• Diagnose and resolve complex issues across networking, Microsoft 365, Azure, and Windows infrastructure.
• Design, configure, and implement network solutions across customer environments.
• Troubleshoot and manage firewalls, VLANs, switches, routers, connectivity, and network security.
• Investigate complex infrastructure issues, identify root causes, and implement appropriate permanent solutions.
• Support and administer Microsoft 365 environments across the broader Microsoft technology stack.
• Support Azure environments and cloud infrastructure.
• Proactively identify opportunities to strengthen the security, reliability, and performance of customer environments.
• Review existing infrastructure and recommend appropriate technical improvements.
• Provide technical guidance and support to L1/L2 engineers.
• Collaborate with third-party vendors and technology providers when vendor-level assistance is required.
• Maintain clear and accurate technical documentation, solutions, and knowledge articles.
• Follow appropriate ITIL and IT service management processes for incidents, changes, and technical activities.
• Contribute to infrastructure, networking, and security projects as the technical function develops.
• Communicate clearly with customers, stakeholders, and technical colleagues throughout incidents and other technical activities.
• Participate actively in team meetings, knowledge sharing, and technical collaboration.

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