L3 Service Desk Engineer
About the role
The L3 Service Desk Engineer role involves providing advanced technical support, complex troubleshooting, and root-cause analysis across Microsoft 365, identity and access management, endpoint environments, and remote access technologies. The position requires taking ownership of escalated incidents, implementing approved changes, developing technical documentation, and supporting continuous service improvement. The engineer will work with a managed IT services provider supporting a diverse range of organizations, focusing on service quality, information security, and ITIL-aligned practices. Key responsibilities include advanced technical support, Microsoft 365 and identity management, endpoint and network support, incident and change management, documentation, and mentoring junior engineers.
Must have
- 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
- 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
- Microsoft 365 Fundamentals (MS-900) certification
- Familiarity with IT service management platforms, remote monitoring and management tools, and knowledge management systems
- 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
Nice to have
- Experience with Citrix, virtual desktop environments, and enterprise IT management tools is advantageous
- Additional certifications such as MD-102, MS-102, SC-300, AZ-104, SC-900, or AZ-900 are advantageous
Technologies
- Active Directory
- Authentication
- Azure
- Citrix
- Microsoft Entra ID
- IAM
- Intune
- ITIL
- Microsoft 365
- OneDrive
- SharePoint
- VPN
- Windows
Highlights
Compensation is paid in Australian Dollars. Medical insurance is provided from day one for you and your spouse (or parents if unmarried), along with generous OPD coverage. Additional benefits include home office setup and internet allowances, gym and wellness allowance, mental health support, reimbursement for industry certifications, flexible work arrangements (home or office), and regular team events. The company uses AI tools to assist in the hiring process, but final decisions are made by humans.
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