Senior Level 3 MSP Engineer – Escalations & Automation

Excolo; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Yearly bonus

Job summary

Excolo in Melbourne’s south-east is seeking a Level 3 Support Engineer to own complex escalations across multiple client environments. The role emphasizes technical excellence, clear communication with business stakeholders, and hands-on leadership in a busy MSP setting.

The position offers a pathway toward leadership while focusing on practical problem solving, automation via PowerShell, and robust security practices aligned with industry standards.

Qualifications

• Recent Level 3 experience in an MSP or multi-client environment.
• Strong hands-on skills with Microsoft 365 suites and identity/security tools.
• Experience with Defender, Azure, AD, CA and Intune.
• Solid networking fundamentals and virtualization knowledge.
• Backup monitoring and incident restoration experience.
• Proficiency with PSA/RMM and documentation platforms.
• PowerShell scripting and automation capabilities.
• Excellent spoken and written English for client communications.
• A current Microsoft certification.

Responsibilities

• Take ownership of Level 3 incidents across client environments from start to finish.
• Diagnose issues with structured troubleshooting and root-cause analysis.
• Lead client-facing calls during high-impact incidents, outlining risks and options.
• Review environments against standards, identify gaps and remediation steps.
• Guide other technicians and remove roadblocks on escalated issues.
• Develop and improve documentation, knowledge bases, and baselines.
• Identify opportunities to automate using PowerShell, templates and AI tools.
• Investigate significant monitoring alerts in security and infrastructure health.
• Apply Essential Eight, ASD guidance and ISO 27001-aligned practices.

Skills

PowerShell and automation

Strong communication skills

English proficiency

Leadership potential

Education

Microsoft certification

Tertiary IT qualification

Tools

Microsoft 365 suite

Entra ID

Conditional Access

Intune

Microsoft Defender

Azure

Windows Server

Active Directory

Group Policy

RMM/PSA & documentation platforms

Job description

Excolo in Melbourne’s south-east is seeking a Level 3 Support Engineer to own complex escalations across multiple client environments. The role emphasizes technical excellence, clear communication with business stakeholders, and hands-on leadership in a busy MSP setting.

The position offers a pathway toward leadership while focusing on practical problem solving, automation via PowerShell, and robust security practices aligned with industry standards.