Level 3 - IT Support Engineer

We are seeking an experienced Level 3 IT Support Engineer to join a growing Australian Managed Services Provider as its first senior technical hire. This is a unique opportunity to work closely with the business founder, taking ownership of complex technical environments while helping shape the future of the organisation's technical operations, processes, and service delivery.

The successful candidate will provide advanced technical support across a diverse client base while contributing to automation initiatives, documentation, operational improvements, and internal system development. This role is ideal for someone who enjoys solving challenging technical problems, working autonomously, and making a meaningful impact within a fast-growing MSP.

About the Client

You will be working with a growing Australian Managed Services Provider that delivers practical, reliable, and customer-focused IT solutions to small and medium-sized businesses. As a founder-led organisation entering an exciting phase of growth, the business is committed to building scalable systems, delivering exceptional customer experiences, and fostering long-term client partnerships. The company values initiative, accountability, continuous improvement, and leveraging technology to create efficient outcomes for both customers and internal operations.

Ideal Profile

Experience & Role Requirements

Minimum 5 years' experience within an MSP or IT Service Provider environment.

Proven Level 3 technical support experience across multiple technologies.

Strong experience troubleshooting complex Microsoft environments.

Demonstrated ability to work independently and take ownership of technical outcomes.

Experience creating and maintaining technical documentation and standard operating procedures.

Ability to identify business improvement opportunities and contribute strategically.

Strong analytical and problem-solving skills.

Experience managing technical escalations and working directly with customers.

Confident collaborating with leadership and constructively challenging ideas where appropriate.

Technical Skills

Essential

Microsoft 365 administration and support

Windows Server administration

Active Directory & Microsoft Entra ID

Microsoft Intune & Endpoint Management

Exchange Online

Microsoft Defender

Halo PSA

NinjaOne RMM

Networking technologies including VPNs, firewalls, switching, and wireless solutions

Backup and disaster recovery solutions

Advanced desktop and endpoint support

Preferred

Automation platforms such as n8n, Power Automate, Zapier, or similar

AI-driven automation solutions

Exposure to Model Context Protocol (MCP) or modern AI integrations

PowerShell scripting and automation

Experience implementing operational improvements within an MSP

Project delivery, system deployment, and migration experience

Soft Skills

Excellent verbal and written communication skills

High level of professionalism, accountability, and integrity

Strong organisational and time management skills

Ability to thrive in a fast-growing and evolving business environment

Customer-focused mindset with a commitment to service excellence

Proactive, solutions-oriented approach

Passion for continuous improvement beyond day-to-day support

Strong attention to documentation and process optimisation

Responsibilities

• Provide advanced Level 3 technical support across a broad range of client environments.

• Troubleshoot and resolve complex Microsoft 365, Windows, infrastructure, networking, and security-related issues.

• Manage service desk tickets while maintaining high standards of documentation and ticket hygiene.

• Deliver Level 1, Level 2, and Level 3 support as required.

• Assist with project delivery, system implementations, client onboarding, and migration activities.

• Develop, maintain, and improve technical documentation, knowledge bases, and standard operating procedures.

• Identify opportunities to improve services through automation and operational efficiencies.

• Support the development and optimisation of internal systems and business processes.

• Act as a trusted technical advisor and escalation point, working closely with business leadership.

• Build strong customer relationships through proactive communication and strategic technology recommendations.

• Maintain regular communication with customers throughout the support lifecycle.

• Contribute ideas that support business growth, scalability, and continuous improvement.

• Stay up to date with emerging technologies and industry best practices.

• How we take care of our team

💰 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 recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones