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.
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