Senior MSP Level 3 Service Desk Engineer

Cipher Recruitment; Sydney; Hybrid; AUD 90,000 - 140,000; Full time

Job summary

Cipher Recruitment is seeking an experienced Level 3 Service Desk Engineer to join our North Sydney team. The role focuses on senior, hands-on technical support and escalation across MSP environments, mentoring junior staff and delivering a premium client experience.

You will resolve complex issues in Microsoft 365/Azure, server, virtualization, and networking domains, while ensuring SLA adherence and effective cross-team collaboration in a fast-paced setting.

Qualifications

• Proven senior support experience in an MSP or IT services environment.
• Excellent verbal and written communication with clients, stakeholders and teams.
• Senior Level 3 Service Desk Engineer or equivalent role in a fast-paced MSP.
• Strong hands-on technical skills across virtualization, networking, and Microsoft stack.

Responsibilities

• Own and resolve escalated technical support tickets.
• Troubleshoot complex issues across Microsoft 365, Azure, server, virtualization, and network environments.
• Develop effective solutions quickly to meet client demands.
• Mentor and support Level 1 and Level 2 technicians across the business.
• Communicate progress, deliverables and deadlines to clients and teams.
• Ensure tickets are documented and managed within SLA requirements.
• Enter timesheets and meet utilisation and performance metrics.
• Follow established processes and contribute to continuous improvement.

Skills

MSP experience

Communication skills

Senior support

Virtualisation

Networking

Microsoft 365

Azure

Windows Server

SQL Server

Active Directory

ITIL 4 Foundation

Problem-solving

Education

Tertiary IT qualification

Tools

VMware

Hyper-V

Cisco Meraki

Aruba

Windows Server

SQL Server

Active Directory

Job description

Cipher Recruitment is seeking an experienced Level 3 Service Desk Engineer to join our North Sydney team. The role focuses on senior, hands-on technical support and escalation across MSP environments, mentoring junior staff and delivering a premium client experience.

You will resolve complex issues in Microsoft 365/Azure, server, virtualization, and networking domains, while ensuring SLA adherence and effective cross-team collaboration in a fast-paced setting.