L3 Engineer

About the Role

We are seeking an experienced Level 3 Engineer to serve as a senior technical resource across multiple client environments. You will take ownership of complex escalations, deliver advanced troubleshooting, and help strengthen the broader technical team through coaching, knowledge sharing, and improved documentation.

This role is well suited to an experienced managed services professional with strong Microsoft Cloud expertise, excellent problem-solving capabilities, and a commitment to delivering consistently high-quality client outcomes.

About the Client

You will be working with an established technology services partner supporting small and medium-sized businesses and organisations across Australia and New Zealand. The business provides managed IT and co-managed technology solutions to clients across a diverse range of industries, with a strong focus on technical excellence, collaboration, flexibility, and customer service.

Ideal Profile

Experience & Background

• 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.
• Relevant IT qualifications and certifications are highly regarded.
• Demonstrated ability to take ownership and accountability for technical outcomes.
• Proactive, motivated, and committed to delivering a high standard of customer service.

Technical Skills & Tools

• 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.

Highly Regarded

• Relevant Microsoft certifications and demonstrated technical competency.
• Experience working with virtualised environments such as VMware.
• Familiarity with networking technologies including Fortinet firewalls, Aruba switching, and Ubiquiti UniFi.
• Experience with documentation platforms such as Hudu or IT Glue.

Soft Skills

• Strong written and verbal communication skills.
• Excellent attention to detail.
• Advanced troubleshooting and problem-solving capabilities, including the ability to approach technical challenges creatively.
• Curious and adaptable, with the ability to learn new technologies quickly.
• Strong organisational skills with the ability to manage competing priorities effectively.
• A proactive approach with a focus on seeing tasks through to completion.
• Ability to work independently while collaborating effectively as part of a technical team.

Responsibilities

• Own and resolve Priority 1, Priority 2, and other complex escalated technical issues.
• Provide technical coaching and constructive feedback to Level 1 and Level 2 technicians to strengthen team capability.
• 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 closely 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, including clear documentation and timely communication.
• Consistently meet SLA expectations for escalated tickets and contribute positively to team coaching, collaboration, and knowledge sharing.