Engineer L3
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Job Description
L3 Engineer handling complex escalations for a managed IT services partner. Administering Microsoft Cloud environments, coaching technicians, and supporting client technology projects.
Responsibilities:
- Serve as a senior technical resource across multiple client environments
- Own and resolve Priority 1, Priority 2, and other complex escalated technical issues
- Deliver advanced troubleshooting
- Provide technical coaching and constructive feedback to Level 1 and Level 2 technicians
- Share specialist product and technical knowledge across the wider team
- Stay current with Microsoft Cloud technologies, industry developments, and technical best practices
- Promote adherence to established best practices and relevant industry standards
- Work with technical leadership to prioritise workloads and maintain SLA performance
- Contribute to internal knowledge bases, technical documentation, and continuous process improvement
- Identify potentially billable or out-of-scope work and escalate or flag it appropriately
- Support project delivery when additional senior technical expertise is required
- Maintain high standards of ticket management, clear documentation, and timely communication
- Meet SLA expectations for escalated tickets and contribute to team coaching, collaboration, and knowledge sharing
Requirements:
- 5+ years of experience within a Managed Services Provider (MSP) or IT services environment supporting multiple customers
- Strong experience administering and deploying Microsoft 365, Azure, Azure AD, and private cloud solutions
- Proven experience delivering or supporting cloud solutions, including new implementations, migrations, transitional environments, and hybrid integrations
- Strong knowledge of Windows and broader Microsoft-based technologies
- Strong hands-on experience with Microsoft Azure administration and deployment
- Strong knowledge of the Microsoft 365 suite
- Experience with ConnectWise RMM
- Experience with ConnectWise Manage or similar PSA platforms
- Relevant Microsoft certifications and demonstrated technical competency are highly regarded
- Experience with virtualised environments such as VMware is highly regarded
- Familiarity with Fortinet firewalls, Aruba switching, and Ubiquiti UniFi is highly regarded
- Experience with Hudu or IT Glue is highly regarded
- Strong written and verbal communication skills
- Excellent attention to detail
- Advanced troubleshooting and problem-solving capabilities
- Ability to learn new technologies quickly
- Strong organisational skills and ability to manage competing priorities
- Ability to work independently while collaborating effectively as part of a technical team
Benefits:
- 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
- Internet allowance
- Gym & wellness allowance
- Regular team events and engagement activities
- Diji Assist mental health and counseling support
- Reimbursement for industry certifications
- Open-door culture where ideas and feedback matter
- Flexible work — home or office
- Rewards and recognition
- Christmas and financial year-end parties
- Paid in Australian Dollars
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