Senior Level 3 MSP Engineer – Escalation & Automation

Excolo.; Melbourne; On-site; AUD 110,000 - 140,000; Full time

Job summary

Excolo. is seeking a Level 3 Support Engineer to own complex escalations across multiple client environments in Melbourne’s south-east.

You will be a senior escalation point and partner with the Managing Director, with development potential toward Service Delivery Management as the business grows. You’ll rely on deep Microsoft 365 expertise, Azure, Defender and security tooling, plus scripting via PowerShell to automate and streamline operations, while maintaining high standards of security and

Qualifications

• Recent Level 3 experience in MSP multi-client environment.
• Strong Microsoft 365 knowledge: Exchange Online, Teams, SharePoint, OneDrive
• Experience with Defender and security alert investigations
• Experience with Azure, Windows Server, Active Directory, Group Policy
• Networking knowledge: TCP/IP, DNS, DHCP, VLANs, VPNs, routing, switching
• Backup monitoring, failure investigation and restore validation
• Hands-on experience with PSA, RMM and documentation platforms
• PowerShell and automation skills
• Excellent spoken and written English
• Current Microsoft certification

Responsibilities

• Own complex Level 3 incidents from intake to resolution and documentation
• Diagnose issues using structured troubleshooting and root-cause analysis
• Lead client-facing calls during high-impact issues, explaining risk and options
• Review client environments against security standards, identify gaps and remediation
• Guide other technicians on escalated issues and help remove technical roadblocks
• Build and improve documentation, knowledge-base articles, standards and baselines
• Find opportunities to automate using PowerShell, templates and AI tools
• Investigate monitoring alerts across backup, patching, endpoint security and infra health
• Apply Essential Eight, ASD guidance and ISO 27001-aligned practices

Job description

Excolo. is seeking a Level 3 Support Engineer to own complex escalations across multiple client environments in Melbourne’s south-east.

You will be a senior escalation point and partner with the Managing Director, with development potential toward Service Delivery Management as the business grows. You’ll rely on deep Microsoft 365 expertise, Azure, Defender and security tooling, plus scripting via PowerShell to automate and streamline operations, while maintaining high standards of security and