Senior Service Desk Engineer: Escalations & Mentoring

Emerging IT; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Training & development

Job summary

Emerging IT is a leading Australian MSP seeking a Level 3 Service Desk Technician to join the Technical Support team in North Sydney. This senior, hands-on role acts as the escalation point for complex issues across our client base, resolving tickets and mentoring technicians.

Reporting to the Technical Support Manager, you will deliver premium service and share knowledge across the wider business. The role is ideal for an experienced Level 2/3 engineer with a strong MSP background who enjoys

Qualifications

• Senior level experience in an MSP or IT services setting.
• Strong hands-on skills with virtualization, Windows Server, and AD.
• ITIL Foundation knowledge or certification is preferred.

Responsibilities

• Own and resolve escalated technical support tickets
• Troubleshoot complex issues across Microsoft 365, Azure, server, virtualization, and network environments
• Mentor Level 1 and 2 technicians across the business
• Communicate progress, deliverables, and deadlines to clients and stakeholders
• Ensure tickets are documented and managed within SLA requirements
• Enter timesheets and meet utilization metrics
• Follow processes and contribute to continuous improvement

Skills

Senior support

MSP experience

Mentoring

Troubleshooting

Communication

Time management

Education

ITIL v4 Foundation

Tertiary IT qualification

Tools

VMware

Hyper-V

Windows Server

SQL

Active Directory

Job description

Emerging IT is a leading Australian MSP seeking a Level 3 Service Desk Technician to join the Technical Support team in North Sydney. This senior, hands-on role acts as the escalation point for complex issues across our client base, resolving tickets and mentoring technicians.

Reporting to the Technical Support Manager, you will deliver premium service and share knowledge across the wider business. The role is ideal for an experienced Level 2/3 engineer with a strong MSP background who enjoys