Level 3 Senior Service Engineer

All IT Services; Orange City Council; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Company culture

Learning & development

Car allowance

Job summary

All IT Services in Orange/Bathurst region is seeking a Level 3 Senior Service Engineer to lead complex on-site projects and act as escalation point for L1/L2 engineers. The role focuses on cloud, desktop, server and network environments with a strong customer-service ethos.

You will mentor junior engineers, drive migrations and upgrades, and ensure security procedures and SOPs are followed across client engagements in the NSW region.

Qualifications

• Experience as Level 3 or senior role in an MSP.
• Proven Microsoft 365 & Azure expertise.
• Strong server, virtualization and networking skills.
• Experience delivering migrations, upgrades and projects.
• Good communication and mentoring abilities.
• Driver’s license with own car and toll reimbursement.

Responsibilities

• Take ownership of complex, high-priority issues, especially onsite.
• Delight clients with a friendly, quick, and helpful experience.
• Provide advanced on-site troubleshooting, implementations and project delivery.
• Follow SOPs and security procedures; monitor security issues.
• Perform root cause analysis and preventative measures.
• Plan and execute complex IT projects for upgrades and migrations.
• Maintain documentation and contribute to technical standards.
• Act as escalation point for Level 1 & 2 engineers.
• Mentor, train and support Level 1 & 2 engineers.

Skills

Microsoft 365 & Azure

Server & Virtualisation

Networking (firewalls, switching, VoIP

Migrations & Upgrades

Project Delivery

Communication

Mentoring

Driver’s license

Tools

Halo PSA

Kaseya IT Glue

Ubiquiti

NinjaOne RMM

Job description

As part of the growth and evolution of our team, we are currently looking for a highly experienced Level 3 Senior Service Engineer to join us. This is a senior technical role, serving as the escalation point for complex and high-priority issues and leading advanced implementations across cloud, desktop, server and network environments. The number one goal of everyone in our team is to make our clients exceptionally happy and provide world-class service.

This is not a work-from-home only position. Employees must be located in or close to Orange or Bathurst, as the role involves regular onsite work with clients across the region.

Key Responsibilities

• Take ownership of complex and high-priority issues, particularly when onsite presence is needed.
• Delight our Clients with a Friendly, Quick, and Helpful Experience.
• Provide the Client with advanced on-site troubleshooting, Implementations and Project Delivery.
• Follow Standard Operating Procedures (SOPs) and all Security Procedures, and keep a vigilant eye on Security Issues.
• Perform root cause analysis and recommend preventative measures for recurring issues.
• Plan and execute complex IT projects such as upgrades and migrations for our clients.
• Maintain clear documentation and contribute to our technical standards.
• Act as the technical escalation point for our Level 1 & Level 2 Engineers.
• Mentor, train and support Level 1 & Level 2 engineers in the team.

Skills and Attributes

DESIRED

• Similar experience in a Level 3 or senior role in an MSP.
• Expert level of Microsoft 365 & Azure experience.
• Strong Server & Virtualisation experience, preferably with Microsoft certifications.
• Advanced Networking skills, including firewalls, switching and VoIP.
• Proven experience delivering migrations, upgrades and infrastructure projects.
• Great Communication skills, founded in being a good listener.
• A genuine interest in mentoring and developing other engineers.
• A Driver’s license (must have own car, car allowance provided, tolls reimbursed).

NICE TO HAVE

• Experience using Halo PSA, Kaseya IT Glue, Ubiquiti, and NinjaOne RMM.
• Professional IT certifications such as Microsoft (AZ-104, MS-102), CCNA, ITIL, etc.

PERKS

• A fun, fast-paced, and supportive environment and culture (we all enjoy what we do!)
• Exposure to a wide range of clients and technologies
• Growing business with opportunities for career progression

Our Values

Communicate
Clarify. Expectations. No assumptions.

Own it
Dependable. Consistent. Proactive.

About the Company

Established in 2010, we provide advanced IT solutions to the mid-to-large sector market across Australia’s Eastern seaboard. We are on a mission to create the leading IT Services Company in the country, and our team is a passionate and fun group with high individual and combined aspirations.

Our purpose and passion are enabling our clients to focus on what they do best.

If you’re an experienced engineer who loves solving the tough problems and helping others grow, we’d love to hear from you!