Level 3 Service Desk Engineer

Emerging It

City of Monash

On-site

AUD 90,000 - 120,000

Full time

6 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

Emerging IT is seeking a Level 3 Service Desk Technician to join our Technical Support team in North Sydney. This senior, hands-on role acts as the escalation point for complex issues across our client base.

You will resolve escalated tickets, mentor technicians, and deliver a premium service experience. Reporting to the Technical Support Manager, you will work with Microsoft 365, Azure, servers, virtualization, and network environments, documenting outcomes and ensuring SLA adherence.

Qualifications

Senior support experience in MSP/IT services.
Hands-on virtualization with VMware/Hyper-V.
Proficiency in Windows Server, SQL, and Active Directory.
ITIL v4 Foundation knowledge.

Responsibilities

Own and resolve escalated tickets.
Troubleshoot complex issues across MS 365, Azure, servers, virtualization, and networks.
Develop quick, effective client solutions.
Mentor Level 1 and 2 technicians.
Communicate progress to clients and stakeholders.
Document tickets accurately and meet SLA.
Enter timesheets and track utilisation.
Follow processes and contribute to improvements.

Skills

Senior IT support

MSP experience

Virtualisation

Windows Server

Active Directory

SQL

ITIL v4

Problem solving

Communication

Mentoring

Education

Tertiary IT qualification

Industry certifications (MCSA/MCSE/CCNA)

Tools

VMware

Hyper-V

Azure

Microsoft 365

Networking

SQL Server

Job description

About Us

Emerging IT is one of Australia's most awarded Managed Service Providers, supporting over 280 businesses nationwide. We're a collaborative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.

We pride ourselves on doing IT differently: keeping things simple, human, and outcome-focused while continuously improving how we support our customers.

About the Role

We are looking for a Level 3 Service Desk Technician to join our Technical Support team in North Sydney. This is a senior, hands-on role acting as the escalation point for complex technical issues across our client base.

Reporting to the Technical Support Manager, you will resolve escalated tickets, deliver a premium service experience to clients, and mentor technicians across the wider business.

This role is ideal for an experienced Level 2/3 engineer with a strong MSP background who enjoys solving complex problems and sharing their knowledge with others.

Key Responsibilities

Own and resolve escalated technical support tickets
Troubleshoot complex issues across Microsoft 365, Azure, server, virtualisation, and network environments
Develop effective solutions quickly to meet client demands
Mentor and support Level 1 and Level 2 technicians across the business
Communicate clearly with clients, stakeholders, and internal teams on progress, deliverables, and deadlines
Ensure all tickets are documented accurately and managed within SLA requirements
Enter timesheets live and meet utilisation and performance metrics
Follow established processes and contribute to continuous improvement

About You

Proven experience at a senior support level within an MSP or IT services environment

Strong hands-on skills across:

Virtualisation: VMware, Hyper-V

Microsoft: Windows Server, SQL, Active Directory

ITIL v4 Foundation knowledge or experience

Strong problem-solving ability and sound judgement

Excellent organisational skills, with the ability to multitask and adapt to changing priorities

Works well both independently and as part of a team, and is happy to give and receive help

Excellent written and verbal communication skills

Desirable (Nice to Have)

Tertiary qualification in IT or a related field