Senior Level 3 Support Engineer – Escalation & Automation

Excolo Partners Pty; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Excolo Partners Pty is seeking a Level 3 Support Engineer in Narre Warren, VIC to own complex incidents, drive root-cause analysis, and lead high-impact client conversations. This senior role focuses on technical excellence with a path to leadership in a growing managed services business.

You will work across Microsoft 365, Azure, security tooling, and on-prem/infrastructure, using PowerShell for automation and contributing to documentation and standards.

Qualifications

• Senior Level 3 escalation experience in MSP environments.
• Strong expertise in Microsoft 365, Azure, and security tooling.
• Experience with PowerShell and automation.
• Excellent spoken and written English; confident with clients.
• Current Microsoft certification.

Responsibilities

• Own complex Level 3 incidents across multiple client environments from acceptance to resolution.
• Diagnose issues using structured troubleshooting and root-cause analysis.
• Lead client-facing calls during high-impact issues; explain risk and options.
• Review environments against security standards; identify gaps and remediation.
• Guide other technicians on escalated issues and remove roadblocks.
• Improve documentation, knowledge bases, and baselines.
• Find opportunities to automate using PowerShell and templates.
• Investigate monitoring alerts across backup, patching, endpoint security.
• Apply Essential Eight, ASD guidance and ISO 27001-aligned practices.

Skills

Level 3 escalation experience

Microsoft 365

Entra ID

Conditional Access

Intune

Microsoft Defender

Azure

Windows Server

Active Directory

Group Policy

Networking (TCP/IP, DNS, DHCP, VLANs,,

VPNs, routing, switching, wireless, FW

Backup monitoring

PowerShell

Automation

Documentation platforms

English communication

Education

Microsoft certification (current)

Tools

PSA software

RMM tools

Documentation platforms

Job description

Excolo Partners Pty is seeking a Level 3 Support Engineer in Narre Warren, VIC to own complex incidents, drive root-cause analysis, and lead high-impact client conversations. This senior role focuses on technical excellence with a path to leadership in a growing managed services business.

You will work across Microsoft 365, Azure, security tooling, and on-prem/infrastructure, using PowerShell for automation and contributing to documentation and standards.