L3 Service Desk Engineer
Dijital Team Pty
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Benefits offered by this job
Job summary
Dijital Team Pty is seeking an experienced L3 Service Desk Engineer to provide advanced technical support across Microsoft 365, identity management, endpoints, and remote access. You will own escalated incidents, apply approved changes, and contribute to knowledge sharing and service improvement.
Strong communication in English and a proactive troubleshooting mindset are essential. The role builds on L2 foundations, with emphasis on complex problem solving, documentation, and mentoring junior
Qualifications
- Experience in IT service desk or managed IT services at least 3 years.
- Hands-on with Microsoft 365 including Entra ID, Exchange Online, Intune, Teams, SharePoint.
- Strong Windows 10/11, Active Directory, Group Policy, endpoint management and remote support knowledge.
- Ability to diagnose cross-system issues, assess risks, and implement changes.
Responsibilities
- Take ownership of escalated incidents and manage complex service requests.
- Conduct detailed root-cause analysis across Microsoft 365, identity, email, endpoint and remote access.
- Investigate recurring issues and implement sustainable solutions to reduce repeats.
- Diagnose authentication, Conditional Access, Intune compliance, Exchange mail-flow and SharePoint permissions.
Skills
Education
Tools
Job description
We are seeking an experienced L3 Service Desk Engineer to provide advanced technical support, complex troubleshooting, and root-cause analysis across Microsoft 365, identity and access management, endpoint environments, and remote access technologies.
Building on the technical foundations of an L2 Engineer, this role requires a higher level of technical expertise, independent problem-solving, and the ability to resolve complex issues across multiple systems. You will take ownership of escalated incidents, implement approved changes, develop technical documentation, and support continuous service improvement while delivering an exceptional client experience.
You will be working with an established managed IT services provider supporting a diverse portfolio of organisations across public-sector, community services, and commercial environments. The organisation emphasises service quality, information security, ITIL-aligned practices, and reliable technical support, with a strong focus on client satisfaction and operational excellence.
- Experience and technical expertise
At least three years of experience in IT service desk or managed IT services environments, with substantial hands-on experience resolving complex L2 issues and handling L3 escalations.
Strong administration and troubleshooting expertise across Microsoft 365, including Entra ID, Exchange Online, Intune, Teams, and SharePoint.
Advanced knowledge of Windows 10 and 11, Active Directory, Group Policy, endpoint management, and remote support technologies.
Experience diagnosing cross-system issues, identifying root causes, assessing technical risks, and implementing approved changes.
- Advanced troubleshooting and infrastructure
Ability to investigate complex identity, authentication, email delivery, Conditional Access, endpoint compliance, network connectivity, VPN, and remote access issues.
Understanding of security incidents, infrastructure dependencies, and escalation procedures for privileged or infrastructure-wide changes.
Experience with Citrix, virtual desktop environments, and enterprise IT management tools is advantageous.
- Certifications and tools
Microsoft 365 Fundamentals (MS-900) certification.
Additional certifications such as MD-102, MS-102, SC-300, AZ-104, SC-900, or AZ-900 are advantageous.
Familiarity with IT service management platforms, remote monitoring and management tools, and knowledge management systems.
- Communication and professional capabilities
Excellent written and spoken English, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
Strong analytical thinking, sound technical judgement, and a proactive approach to problem resolution.
Demonstrated ability to manage competing priorities, communicate progress effectively, and maintain accurate technical documentation.
A commitment to information security, confidentiality, service quality, and continuous improvement.
Ability to mentor junior engineers and share technical knowledge across the team.
- Advanced Technical Support and Troubleshooting
Resolve complex technical incidents and service requests that exceed standard L2 troubleshooting procedures.
Conduct detailed root-cause analysis across Microsoft 365, identity, email, endpoint, and remote access environments.
Investigate recurring technical issues and implement sustainable solutions to minimise repeat incidents.
Diagnose complex authentication, Conditional Access, Intune compliance, Exchange Online mail-flow, and SharePoint permission issues.
Recognise issues requiring specialist intervention, particularly those involving privileged access, security incidents, or infrastructure-wide changes.
- Microsoft 365 and Identity Management
Administer and troubleshoot Entra ID, Exchange Online, Intune, Teams, SharePoint, OneDrive, and related Microsoft 365 services.
Investigate advanced access, authentication, mailbox, collaboration, and device compliance issues.
Review identity policies, permissions, and configurations to identify technical inconsistencies and recommend appropriate corrective actions.
Support secure account administration and ensure access-related changes follow approved procedures.
- Endpoint, Network and Remote Access Support
Diagnose complex Windows endpoint performance, configuration, and compliance issues.
Investigate VPN connectivity, Citrix sessions, remote access faults, and related application issues.
Analyse device and application behaviour to determine underlying causes and recommend effective resolutions.
Coordinate with infrastructure and specialist teams when issues extend beyond the service desk's authorised scope.
- Incident, Request and Change Management
Take ownership of assigned incidents and service requests, ensuring accurate prioritisation, timely updates, and resolution within agreed service levels.
Assess technical risks and perform authorised changes in accordance with established change management procedures.
Maintain clear communication with clients throughout the resolution process, explaining findings, next steps, and expected outcomes.
Escalate high-impact incidents promptly and provide comprehensive technical findings to specialist teams.
Identify recurring incidents and contribute to problem management and service improvement initiatives.
- Documentation and Knowledge Sharing
Create and maintain detailed technical documentation, troubleshooting procedures, and knowledge base articles.
Record investigation steps, root causes, corrective actions, and validation results for complex incidents.
Improve existing support procedures based on lessons learned and recurring technical patterns.
Coach L1 and L2 engineers, provide technical guidance, and support the development of team capabilities.
- Service Quality and Security
Maintain accurate ticket records, technical notes, time entries, and configuration details.
Follow information security policies, including multi-factor authentication, secure access practices, and client data confidentiality requirements.
Monitor service performance, identify opportunities for improvement, and contribute to consistently high client satisfaction.
Take responsibility for the quality of technical solutions while ensuring all work remains within approved access and change authority.
Get paid in Australian Dollars
Medical insurance from day one for you + spouse (or parents if unmarried)
Generous OPD coverage from doctor visits to all your medical needs
Home office setup allowance to build your ideal workspace
Internet allowance to keep you connected
Gym & wellness allowance to stay fit and balanced
Work hard, play hard – regular team events & engagement activities
Diji Assist – Mental health & counseling support when you need it
We invest in you – reimbursement for industry certifications
Open-door culture – your ideas and feedback always matter
Flexible work – home or office, wherever you do your best work
Rewards & recognition that actually recognise you
Great christmas & financial year-end parties to unwind with your loved ones
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