Level 3 Support Engineer

Allura Partners; City of Brisbane; Híbrido; AUD 120.000 - 130.000; Jornada completa

Descripción de la vacante

Allura Partners in Brisbane is seeking a Level 3 Support Engineer to own complex incidents end-to-end across end-user devices, Intune, Microsoft 365, on-premise and Azure environments.

This full-time role requires coordinating with Level 1/2 engineers, engaging with customers and vendors, and participating in an on-call roster to meet SLAs.

Hybrid work arrangement—2 days in the office and 3 remote—offers exposure to modern workplace and cloud infrastructure, backed by strong career development.

Formación

• 5+ years of Level 3 escalation support experience in MSP environments.
• Strong Intune deployment and configuration capabilities.
• Proficient in Windows and macOS end-user device support.
• Broad Microsoft 365 knowledge including Entra ID and Conditional Access.
• Experience with Windows Server, AD, GPO, Hyper-V/VMware, and Azure VMs.
• Networking fundamentals: DNS, DHCP, NAT, Wi-Fi, LAN/WAN, firewalls.
• Experience with MSP ticketing, monitoring and remote management tools.
• Strong communication with a customer-focused approach.
• Willing to participate in an on-call roster.
• Microsoft certifications and IT degree/diploma valued

Responsabilidades

• Own and resolve complex Level 3 incidents across end-user devices, Intune, M365, on-premise and Azure-hosted environments.
• Manage escalations from Level 1 and 2 engineers with clear guidance and SLA adherence.
• Administer Windows and macOS devices via Intune; support Microsoft 365 stack including Entra ID and CA.
• Troubleshoot servers, virtualization, identity, storage and networking; escalate to specialists as needed.
• Maintain documentation, change records and contribute to service reviews; mentor junior engineers.

Conocimientos

Level 3 escalation

Intune

Windows/macOS support

Microsoft 365

Entra ID

Conditional Access

Windows Server

Active Directory

Group Policy

Hyper-V

VMware

Azure VMs

Networking basics

DNS

DHCP

WLAN/WAN

MSP ticketing

On-call

Microsoft certifications

Educación

IT degree or diploma

Microsoft certifications

Herramientas

Intune

Azure

Hyper-V

VMware

Exchange Online

Descripción del empleo

Level 3 Support Engineer | Modern Workplace & Cloud Infrastructure | up to $130,000 + super | Brisbane

Our client is an established managed services provider delivering ICT support across end-user computing, Microsoft 365, on-premise and Azure environments. With a strong focus on reliable service delivery and customer experience, the business continues to improve its processes, tooling and automation.

Hybrid working - 2 days in the office, 3 remote.

About the Role

Based in Brisbane, this is a full-time Level 3 escalation role. You'll own complex incidents through to resolution, act as the go-to for Level 1 and 2 engineers, and work directly with customers, vendors and internal teams. On-call roster participation is required.

Benefits

• Salary range of $120,000 to $130,000 + super, depending on experience


• Hybrid working - 2 days in office.

Duties / Key Responsibilities

• Own and resolve complex Level 3 incidents and service requests across end-user devices, Intune, Microsoft 365, on-premise and Azure-hosted environments


• Manage escalations from Level 1 and 2 engineers, providing clear technical guidance and keeping issues moving within SLA


• Administer Windows and macOS devices through Intune, and support the Microsoft 365 stack including Teams, Exchange Online, SharePoint Online, Entra ID and Conditional Access


• Troubleshoot servers, virtualisation, identity, storage, backup and general networking issues, escalating to specialists where needed


• Maintain documentation and change records, contribute to service reviews and mentor junior engineers

Skills and Experience

• Proven Level 3 or advanced escalation support experience, ideally within a managed services environment


• Strong Intune capability, including enrolment, configuration profiles, compliance policies and app deployment


• Windows and macOS end-user device support across the full lifecycle


• Broad Microsoft 365 knowledge, including Entra ID and Conditional Access


• Infrastructure experience across Windows Server, Active Directory, Group Policy, Hyper-V or VMware, and Azure VMs, storage and virtual networking


• Working networking knowledge across DNS, DHCP, NAT, Wi-Fi, LAN/WAN, switches and firewalls (deep specialisation not required)


• Experience working to SLAs using MSP ticketing, monitoring and remote management tools


• Confident, personable communicator with a strong customer focus


• Willingness to participate in an on-call roster


• Microsoft certifications (Endpoint Administrator Associate, Microsoft 365 Administrator Expert or Azure Administrator Associate) and an IT degree or diploma highly regarded

About Allura Partners

Allura Partners was founded to support private equity firms by placing C-Suites to lead, transform, and scale portfolio companies. Today, in addition to our proven private equity specialisation, we've become a trusted partner for major ASX-listed and private enterprises in Australia, offering executive search, recruitment, and business transformation. Known for integrity, reliability, and results, our expertise spans Executive Search, Accounting & Finance, Transformation & Change, and Technology & Digital. We connect businesses and top-tier talent, exceeding expectations and driving lasting impact.