The Level 3 Service Desk Engineer is a senior technical resource responsible for resolving the most complex IT issues, supporting infrastructure and cloud environments, and mentoring junior team members. This role plays a key part in ensuring high-quality service delivery, contributing to project implementation, and driving technical excellence across the Service Desk.

Onsite role (Start time: 4:00 AM AEST)

Key Responsibilities

Advanced Technical Escalation & Resolution

• Act as the final escalation point for complex incidents and service requests.

• Troubleshoot and resolve issues across server, network, cloud, and security environments.

• Perform root cause analysis and implement permanent fixes to recurring problems.

• Lead critical incident response and recovery efforts. 0

Infrastructure & Systems Support

• Support and maintain core infrastructure including Windows Server, Active Directory, Azure, and Microsoft 365.

• Assist with network configuration, firewall management, and security monitoring.

• Participate in patch management, backup and disaster recovery planning, and system upgrades.

Project & Implementation Support

• Collaborate with the Project Delivery Team on infrastructure rollouts, migrations, and deployments. • Provide technical input during project planning and execution.

• Ensure smooth transition of projects into operational support with proper documentation and training.

Mentoring & Knowledge Sharing

• Provide technical guidance and mentorship to Level 1 and Level 2 engineers.

• Contribute to the development and maintenance of the internal knowledge base.

• Promote best practices and continuous learning within the team.

Tooling & Automation

• Leverage service management tools such as Autotask for ticketing and reporting.

• Identify opportunities for automation and process improvement.

• Assist in integrating monitoring and management tools to enhance service delivery.

Security & Compliance

• Enforce security policies and assist in vulnerability management and remediation.

• Support compliance initiatives and contribute to audit readiness.

• Participate in the development and testing of incident response procedures.

Skills and Qualifications

• 4+ years of experience in IT support or infrastructure roles

• Strong expertise in Windows Server, Active Directory, Microsoft 365, Azure, and networking

• Experience with virtualisation (e.g., Hyper-V, VMware), firewalls, and backup solutions

• Excellent troubleshooting, analytical, and documentation skills

• Strong communication and leadership abilities

• Relevant certifications such as Microsoft Certified: Azure Administrator, or ITIL Foundation are highly desirable

• Ability to work independently and lead technical initiatives