Level 3 IT Support Engineer (MSP) - Melbourne

Systima; Melbourne; Hybrid; AUD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working from Collingwood office

Funded certifications

Dedicated training time

Career progression paths

Job summary

Systima in Melbourne, Australia is seeking a senior Level 3 Support Engineer to act as the final technical escalation for our Support Services teams. You will own escalated incidents, lead P1/P2 responses, perform root cause analyses and mentor junior engineers.

This role is hands-on and in the trenches, with responsibilities spanning Microsoft 365, Azure, networking, security, and infrastructure changes, plus documentation and client liaison.

Qualifications

• Senior level role requiring hands-on technical expertise with escalation experience.
• Proven ability to manage end-to-end incidents across complex environments.
• Strong documentation and client communication skills.

Responsibilities

• Own and resolve escalated tickets that exceed Level 1 and Level 2 scope or carry SLA risk.
• Lead the technical response on Priority 1 and Priority 2 incidents, including root cause analysis and incident reviews.
• Troubleshoot complex issues across Microsoft 365, Azure, networking and endpoint security.
• Design and implement infrastructure changes through the change management process.
• Build runbooks and maintain documentation to a high standard.
• Mentor and upskill Level 1 and Level 2 engineers.
• Represent Systima technically in client meetings for assigned accounts.
• Participate in an after hours escalation roster.

Skills

Advanced networking

Escalation management

Root cause analysis

Documentation

Mentor engineers

Client communication

Incident management

Tools

MSP PSA/RMM

Microsoft 365

Azure

Intune administration

Firewall configuration

Job description

Systima is a well-established Managed Service Provider with offices in Collingwood, Melbourne and Alexandria, Sydney, supporting small, medium and enterprise clients across Australia. We invest heavily in automation, documentation and proactive engineering rather than running a break fix shop, and our technical escalation team is where the hardest problems in the business get solved.

About the Role

We are looking for a Level 3 Support Engineer to be the final technical escalation point across our Support Services teams. You will take on the incidents that have beaten Level 1 and Level 2, lead the response on our most serious client incidents, and help lift the technical capability of the wider service desk.

This is a senior, hands on technical role. You will still be in the trenches fixing things, not just directing other people to fix them.

What You Will Be Doing

• Own and resolve escalated tickets that exceed Level 1 and Level 2 scope or carry SLA risk

• Lead the technical response on Priority 1 and Priority 2 incidents, including root cause analysis and formal incident review documentation

• Troubleshoot complex issues across Microsoft 365, Azure, networking and endpoint security

• Design and implement infrastructure changes through our change management process

• Build runbooks and maintain documentation to a consistently high standard

• Mentor and upskill Level 1 and Level 2 engineers

• Represent Systima technically in client meetings for your assigned accounts

• Participate in an after hours escalation roster

What You Will Bring

• Strong, hands on networking experience. Routing and switching fundamentals, VLANs, site to site and client VPN, and firewall configuration and troubleshooting, ideally Fortinet. This is essential, not a nice to have

• Proven progression through Level 1 and Level 2 support in an MSP environment, with real time spent owning complex, escalated tickets

• Strong working knowledge of a modern MSP stack, including PSA and RMM platforms, a documentation platform, and Microsoft 365, Azure and Intune administration

• Demonstrated ability to run an incident end to end, from triage through root cause to client facing resolution

• Comfortable producing clear technical documentation

• Working understanding of the ACSC Essential Eight

Nice To Have

• Exposure to clients in regulated industries such as financial services

• Scripting or automation experience, for example PowerShell or RMM component scripting

• Relevant certifications such as MS-102, AZ-104, or Fortinet NSE

What We Offer

• Competitive salary, reviewed annually

• Hybrid working from our Collingwood office

• Funded certifications and dedicated training time

• Genuine progression paths into team leadership, automation and platform engineering, security operations, or professional services delivery

• A business that documents things properly and treats technical escalation as a specialist function, not a dumping ground