Level 3 Service Desk Engineer

efex; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Birthday leave

Wellbeing leave

Career pathways

Job summary

efex is seeking a Level 3 Service Desk Engineer to join our Sydney team. You will be the senior escalation point for complex Windows Server, infrastructure, networking, and application support issues across a diverse client portfolio.

This role is ideal for an experienced engineer who enjoys solving technical problems, supporting critical business systems, and helping clients get the most from their technology environments. You’ll mentor junior engineers and contribute to projects.

Qualifications

• 5+ years' experience in a senior IT support, infrastructure, or engineering role, ideally within an MSP environment.
• Strong hands-on experience supporting and troubleshooting Windows Server environments.
• Ability to manage escalations and communicate clearly with clients.

Responsibilities

• Act as the primary technical escalation point for complex client issues.
• Troubleshoot and resolve advanced Windows Server, infrastructure, networking, and application incidents.
• Support and maintain Microsoft Server environments, Active Directory, Group Policy, DNS, DHCP, VPNs, and virtualization platforms.
• Assist with server builds, migrations, upgrades, and client onboarding activities.
• Deliver primarily remote support, with occasional onsite client visits as required.
• Mentor Level 1 and Level 2 engineers through technical guidance and knowledge sharing.

Skills

Windows Server

Networking

Active Directory

VMware/Hyper-V

PowerShell

Tools

Genie

Best Practice

Microsoft 365

Entra ID

Intune

CPanel/WHM

WordPress

Job description

Level 3 Service Desk Engineer | Sydney

Lead technical outcomes. Solve complex challenges. Help clients get more from their technology. As a Level 3 Service Desk Engineer, you'll be the senior escalation point for complex Windows Server, infrastructure, networking, and application support issues across a diverse client portfolio.

Level 3 Service Desk Engineer | Sydney

Lead technical outcomes. Solve complex challenges. Help clients get more from their technology. As a Level 3 Service Desk Engineer, you'll be the senior escalation point for complex Windows Server, infrastructure, networking, and application support issues across a diverse client portfolio.

This role is ideal for an experienced engineer who enjoys solving technical problems, supporting critical business systems, and helping clients get the most from their technology environments. You'll work across a broad range of technologies, contribute to infrastructure projects, mentor junior engineers, and play a key role in delivering exceptional technical outcomes for clients.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers. We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.

Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first, our clients and our team.

The Role

We’re looking for an experienced Level 3 Service Desk Engineer to join our Sydney team.

As a senior member of our technical team, you’ll act as the primary escalation point for complex technical issues while helping maintain the stability, security, and performance of our clients’ environments. This is primarily a desk-based role, with occasional onsite support requirements.

You’ll also contribute to project work, including server builds, infrastructure upgrades, and onboarding new client environments, while participating in a rotating after-hours on-call roster.

In This Role, You’ll

• Act as the primary technical escalation point for complex client issues
• Troubleshoot and resolve advanced Windows Server, infrastructure, networking, and application incidents
• Support and maintain Microsoft Server environments, Active Directory, Group Policy, DNS, DHCP, VPNs, and virtualisation platforms
• Assist with the administration and support of medical practice management applications such as Genie and Best Practice (training provided if required)
• Perform server builds, migrations, upgrades, and client onboarding activities
• Work hands-on with firewalls, routers, switches, VPNs, and network infrastructure
• Deliver primarily remote support, with occasional onsite client visits as required
• Participate in a rotating after-hours on-call roster
• Maintain high-quality documentation, ticket management, and client communication
• Collaborate with vendors and internal teams to drive timely resolution of critical issues
• Identify opportunities for remediation, optimisation, and continual improvement across client environments
• Mentor and support Level 1 and Level 2 engineers through technical guidance and knowledge sharing

About You

You’ll thrive in this role if you:

• Have 5+ years' experience in a senior IT support, infrastructure, or engineering role, ideally within an MSP environment
• Have strong hands-on experience supporting and troubleshooting Windows Server environments
• Enjoy solving complex technical problems and taking ownership through to resolution
• Are confident working directly with clients and managing technical escalations
• Have excellent communication skills and can explain technical concepts clearly
• Enjoy mentoring others and contributing to a collaborative team culture

You’ll Bring Strong Experience Across

• Windows Server administration, troubleshooting, deployment, and maintenance
• Active Directory, Group Policy, DNS and DHCP
• Virtualisation technologies such as VMware and Hyper-V
• Backup, disaster recovery, and business continuity solutions
• TCP/IP networking, VPN technologies, and network troubleshooting
• Firewall and network infrastructure administration
• Microsoft 365, Entra ID and Intune
• CPanel/WHM and WordPress administration

Experience with any of the following will be highly regarded:

• Medical Practice Management Software such as Genie, Best Practice, or similar
• WatchGuard, Meraki, Ubiquiti, DrayTek, Palo Alto or similar firewall platforms
• Server migrations, infrastructure refreshes, and client onboarding projects
• Basic telephony administration and troubleshooting
• Cybersecurity solutions and security best practices
• PowerShell scripting and automation
• Microsoft, Cisco, VMware, CompTIA or other industry certifications

What We Offer

• Competitive salary: we recognise your expertise
• Supportive, down-to-earth culture: collaboration and respect are at the core of our team
• Birthday leave: celebrate your day, on us
• Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
• Career pathways into technical leadership, projects, architecture, and specialist engineering roles

Why Join efex?

This is more than a support role. It’s an opportunity to become a trusted technical leader within a growing national MSP.

You’ll work on challenging infrastructure and server-related issues, contribute to meaningful projects, support critical business applications, and help shape positive outcomes for clients. You’ll also have the opportunity to continue developing your expertise while working alongside a team that genuinely values collaboration and technical excellence.

All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.