Level 3 Service Desk Engineer (MSP)

Cipher Recruitment; Sydney; On-site; AUD 80,000 - 110,000; Full time

Job summary

Cipher Recruitment is recruiting for a Level 3 Service Desk Engineer in North Sydney, NSW. The role offers a senior hands-on position within a fast-moving MSP, handling escalations and mentoring junior staff while delivering premium client support.

Ideal candidates will have MSP experience, strong communication skills, and expertise in Microsoft 365, Azure, virtualization, and networking. 2–3 days in office per week, base salary of AU$80,000–$110,000 plus super.

Qualifications

• Experience at a senior support level within an MSP or IT services environment.
• Previous Level 3 Service Desk Engineer or equivalent senior role.
• Strong communication skills for client and stakeholder interaction.
• Proficiency with MS 365, Azure, virtualization and networking.
• Understanding of ITIL principles and SLA-driven work.

Responsibilities

• Own and resolve escalated technical support tickets.
• Troubleshoot complex issues across Microsoft 365, Azure, servers, virtualization and networks.
• Develop effective solutions quickly to meet client demands.
• Mentor Level 1 and 2 technicians across the business.
• Communicate progress, deliverables and deadlines to clients and teams.
• Document tickets accurately and maintain SLA compliance.
• Enter timesheets live and meet utilization targets.
• Follow processes and contribute to continuous improvement.

Skills

MSP experience

Senior support

Microsoft 365

Azure

VMware / Hyper-V

Cisco/Meraki

Aruba

Windows Server

SQL Server

Active Directory

ITIL

Communication

SLA tracking

Education

ITIL 4 certification

MCSA/MCSE

CCNA/CCNP

Azure certifications

Job description

Work arrangement: 2–3 days per week in the office and/or at client sites

Key Requirement

Previous MSP (Managed Service Provider) experience and very strong communication skills are essential for this role

Please note: Please don't apply for this role if you have not worked for a MSP (Managed Service Provider)

Level 3 Service Desk Engineer

Salary: $80,000–$110,000 base + super

Location: North Sydney, NSW

Work arrangement: 2–3 days per week in the office and/or at client sites

About the Opportunity

Our client is an established and highly regarded Australian Managed Service Provider (MSP), supporting more than 280 businesses nationwide.

Due to the onboarding of a new client, our client is expanding its Service Desk team and is seeking an experienced Level 3 Service Desk Engineer to join the team.

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

You will be an experienced IT professional who thrives in a fast‑paced MSP environment and is comfortable taking ownership of complex technical issues.

To be successful, you will have:

• Proven experience working at a senior support level within an MSP or IT services environment.
• Previous experience as a Level 3 Service Desk Engineer or equivalent senior technical support role.
• Strong experience as a Service Desk Engineer/Technician.
• Excellent verbal and written communication skills, with the confidence to communicate effectively with clients, stakeholders and technical teams.
• Cloud: Microsoft 365, Microsoft Azure
• Virtualisation: VMware, Hyper‑V
• Networking: Cisco/Meraki, Aruba
• Microsoft: Windows Server, SQL Server, Active Directory
• Strong understanding of ITIL principles, ideally with ITIL 4 Foundation knowledge or certification.
• Excellent troubleshooting and problem-solving skills.
• Sound technical judgement and the ability to work independently.
• Strong organisational skills and the ability to manage competing priorities.
• A collaborative mindset and willingness to both give and receive technical support.

Desirable Skills & Certifications (Nice to have/bonus)

• Tertiary qualification in IT or a related discipline.
• Microsoft Azure certifications, particularly at Engineer or Architect level.
• MCSA or MCSE.
• CCNA or CCNP.
• Cisco Certified Network Associate (CCNA) Industrial certification.
• ITIL 4 certification.
• Experience mentoring or coaching junior technicians.

Why Join Our Client?

• Join an experienced and technically strong MSP team.
• Work alongside a team of 16 Level 3 Engineers, with strong networking capabilities.
• Gain exposure to a broad range of technologies and complex client environments.
• Dedicated opportunities for training and ongoing professional development.
• Regular quarterly career check‑ins and an annual performance review.
• Supportive, collaborative and people‑focused culture.
• Opportunity to work with a newly onboarded client and contribute to a growing team.
• Convenient North Sydney location, just a short walk from North Sydney train station.

Employer Questions

Your application may include the following questions:

• How many years' experience do you have as a Service Desk Engineer?
• How many years' experience do you have as a Service Desk Technician?
• How many years' experience do you have as a Microsoft 365 Administrator?
• Do you have previous experience working within an MSP?
• Do you have experience using Microsoft Active Directory?
• Which Microsoft Azure certifications have you completed?
• What's the highest level of ITIL qualification you have completed?
• Do you hold a Cisco Certified Network Associate (CCNA) Industrial certification?
• Do you have customer service experience?
• How would you rate your English language skills?
• Which of the following best describes your right to work in Australia?