Level 3 Service Desk Engineer

Emerging IT; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Training & development

Job summary

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

Reporting to the Technical Support Manager, you will deliver premium service and share knowledge across the wider business. The role is ideal for an experienced Level 2/3 engineer with a strong MSP background who enjoys

Qualifications

• Senior level experience in an MSP or IT services setting.
• Strong hands-on skills with virtualization, Windows Server, and AD.
• ITIL Foundation knowledge or certification is preferred.

Responsibilities

• Own and resolve escalated technical support tickets
• Troubleshoot complex issues across Microsoft 365, Azure, server, virtualization, and network environments
• Mentor Level 1 and 2 technicians across the business
• Communicate progress, deliverables, and deadlines to clients and stakeholders
• Ensure tickets are documented and managed within SLA requirements
• Enter timesheets and meet utilization metrics
• Follow processes and contribute to continuous improvement

Skills

Senior support

MSP experience

Mentoring

Troubleshooting

Communication

Time management

Education

ITIL v4 Foundation

Tertiary IT qualification

Tools

VMware

Hyper-V

Windows Server

SQL

Active Directory

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

Certifications such as MCSA, MCSE, CCNA, CCNP, ITIL4, or Azure Engineer/Architect

Experience mentoring or coaching junior technicians

Why Join Us

Work with a highly experienced MSP team

Exposure to a wide range of technologies and client environments

Dedicated time for training and ongoing professional development

Regular quarterly check‑ins and an annual review to support your career growth

Supportive and collaborative team culture