Level 3 Support Engineer (Senior/Lead)

About the Role

We are seeking an experienced and proactive L3 Engineer to join our growing technical support team. This role is responsible for providing advanced technical support, troubleshooting complex infrastructure and security issues, and ensuring the stability, security, and performance of client environments.

The successful candidate will work closely with internal teams and customers to deliver high-quality support services while mentoring Level 1 and Level 2 engineers. This role requires strong technical expertise, problem-solving capabilities, and a passion for continuous improvement, automation, and knowledge sharing.

About the Client

You will be working with a leading technology solutions provider delivering managed IT services and infrastructure support to a diverse portfolio of clients. The organisation is focused on innovation, operational excellence, and building high-performing technical teams that deliver exceptional customer outcomes.

Ideal Profile

Technical Experience

Strong security-focused mindset with in-depth knowledge of security best practices

Hands-on experience implementing and supporting Microsoft Security Suite technologies including

Microsoft Defender

Microsoft Sentinel

Microsoft Lighthouse

Microsoft Purview

Microsoft Entra

Microsoft Intune

Strong experience with Microsoft Windows Operating Systems (Windows 10 and newer)

Experience supporting Windows Server environments including

Windows Server 2012

Windows Server 2016

Windows Server 2019

Windows Server 2022

Experience with Remote Desktop Server implementations

Strong networking knowledge including

Switches

VLANs

Wireless Access Points

VPNs

DNS

Routers

Bridging

Experience managing security infrastructure including

SonicWall

Fortinet

Cisco Firewalls

• Spam filtering solutions
• Web filtering solutions
• Endpoint protection platforms
• Experience deploying and supporting virtualised environments using Hyper-V and VMware

Strong cloud platform experience including

Microsoft 365

Office 365

Azure

Azure AD

AWS

Google Cloud

• Experience with backup solutions such as Arcserve, Veeam, and Azure Backup
• Scripting experience using technologies such as PowerShell and VBScript
• Exposure to automation technologies and willingness to rapidly develop automation capabilities is highly regarded

Professional Skills

• Strong troubleshooting and analytical problem-solving skills
• Excellent communication and stakeholder management abilities
• Ability to mentor, coach, and support junior engineers
• Proactive mindset with the confidence to suggest improvements and identify inefficiencies
• Strong customer service orientation with the ability to build trusted client relationships
• Ability to work collaboratively across cross-functional teams
• Strong documentation and process improvement capabilities
• Passion for continuous learning, technical growth, and knowledge sharing

Responsibilities

Technical Support & Operations

• Deliver high-quality technical support to internal teams and customers across a range of technologies
• Provide remote support to clients, resolving both complex and routine technical issues
• Act as the primary escalation point for Level 1 and Level 2 support engineers
• Perform advanced troubleshooting across supported systems and services
• Escalate critical issues to management when required
• Manage setup and deployment activities for small to medium-scale projects
• Complete setup and configuration tasks for computers, printers, multifunction devices, and other ICT systems
• Maintain SLA compliance by meeting ticket resolution targets and quality standards
• Monitor system performance and proactively identify potential risks or improvement opportunities

Collaboration & Continuous Improvement

• Work collaboratively with internal teams and customers to deliver effective technical solutions
• Research, evaluate, and test new technologies and service offerings
• Identify opportunities to improve operational efficiency, reduce complexity, and strengthen security
• Support automation initiatives and contribute to process optimisation activities

Documentation & Knowledge Sharing

• Develop and maintain technical documentation, SOPs, and configuration records
• Create reference materials and training documentation for internal teams
• Mentor and coach Level 1 and Level 2 engineers to support team capability growth
• Deliver training sessions and contribute to technical upskilling initiatives where required

Vendor & Stakeholder Management

• Maintain strong relationships with vendors, consultants, and service providers
• Collaborate with external partners to ensure access to best-fit technical solutions and resources
• 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