Verified Job
Engineering - Architecture
Level 3 Service Desk Engineer
Engineering - Architecture
#754292
Remote / WFH
Employment Hero
Job Description
Full job description
AI Job Summary
5+ years’ experience in an IT support, infrastructure, or engineering role within an MSP environment.
Act as primary technical escalation point for complex client issues across incidents and service requests.
Support and maintain Microsoft 365, Entra ID, Intune, Active Directory, Group Policy, and Windows Server.
Sign up or log in to analyse my fit
Role Type
On-site • Permanent • Full-time • Mid-level Senior
Description
Level 3 Service Desk Engineer | Sydney
Lead technical outcomes. Solve complex challenges. Help clients get more from their technology.
As a Level 3 Service Desk Engineer, you’ll be a trusted technical expert, working across diverse client environments and helping resolve complex infrastructure, cloud, networking, and security challenges.
This is an opportunity to join a growing national MSP where you’ll take ownership of high-level technical escalations, mentor engineers, and play a key role in delivering exceptional outcomes for clients.
Who We Are
With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers. We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.
Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first, our clients and our team.
The Role
We’re looking for a Level 3 Service Desk Engineer to join our Sydney team.
As a senior member of our technical team, you’ll act as the primary escalation point for complex incidents and service requests while helping maintain the stability, security, and performance of our clients’ environments.
You’ll work across a broad range of technologies and play an important role in supporting, mentoring, and developing junior engineers.
In this role, you’ll:
Act as the primary technical escalation point for complex client issues
Troubleshoot and resolve advanced desktop, server, cloud, and networking incidents
Support and maintain Microsoft 365, Entra ID, Intune, Active Directory, Group Policy, and Windows Server environments
Work hands-on with firewalls, routers, switches, VPNs, and network infrastructure
Assist with cloud networking, infrastructure, and security solutions
Deliver both remote and onsite support across a diverse client portfolio
Maintain high-quality documentation, ticket management, and client communication
Collaborate with vendors and internal teams to drive timely resolution of critical issues
Identify opportunities for remediation, optimisation, and continual improvement within client environments
Mentor and support Level 1 and Level 2 engineers, sharing knowledge and technical expertise
About You
You’ll thrive in this role if you:
Have 5+ years’ experience in an IT support, infrastructure, or engineering role within an MSP environment
Enjoy solving complex technical problems and taking ownership through to resolution
Are confident working directly with clients and managing technical escalations
Have excellent communication skills and can explain technical concepts clearly
Enjoy mentoring others and contributing to a collaborative team culture
You’ll bring strong experience across:
Microsoft 365, Entra ID and Intune
Windows Server environments
Active Directory and Group Policy
TCP/IP, DNS, DHCP and VPN technologies
Network troubleshooting and administration
Backup and disaster recovery solutions
Virtualisation technologies such as VMware and Hyper-V
Experience with any of the following will be highly regarded:
WatchGuard, Meraki, Ubiquiti, Palo Alto or similar firewall platforms
Microsoft Azure
Cloud networking and SD-WAN technologies
Cybersecurity solutions and best-practice security frameworks
PowerShell scripting and automation
Microsoft, AWS, CompTIA or other industry certifications
Microsoft Power Platform
What We Offer
Competitive salary: we recognise your expertise
Supportive, down-to-earth culture: collaboration and respect are at the core of our team
Birthday leave: celebrate your day, on us
Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
Career pathways into technical leadership, projects, architecture, and specialist engineering roles
Why Join efex?
This is more than a support role. It’s an opportunity to become a trusted technical leader within a growing national MSP.
You’ll work on challenging technical problems, help shape client outcomes, mentor emerging engineers, and continue developing your expertise across modern infrastructure, cloud, networking, and security technologies.
If you’re looking for a role where your technical skills and experience will make a genuine impact, we’d love to hear from you.
Please note: All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.
AI Job Summary
5+ years’ experience in an IT support, infrastructure, or engineering role within an MSP environment.
Act as primary technical escalation point for complex client issues across incidents and service requests.
Support and maintain Microsoft 365, Entra ID, Intune, Active Directory, Group Policy, and Windows Server.
Sign up or log in to analyse my fit
Role Type
On-site • Permanent • Full-time • Mid-level Senior
Description
Level 3 Service Desk Engineer | Sydney
Lead technical outcomes. Solve complex challenges. Help clients get more from their technology.
As a Level 3 Service Desk Engineer, you’ll be a trusted technical expert, working across diverse client environments and helping resolve complex infrastructure, cloud, networking, and security challenges.
This is an opportunity to join a growing national MSP where you’ll take ownership of high-level technical escalations, mentor engineers, and play a key role in delivering exceptional outcomes for clients.
Who We Are
With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers. We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.
Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first, our clients and our team.
The Role
We’re looking for a Level 3 Service Desk Engineer to join our Sydney team.
As a senior member of our technical team, you’ll act as the primary escalation point for complex incidents and service requests while helping maintain the stability, security, and performance of our clients’ environments.
You’ll work across a broad range of technologies and play an important role in supporting, mentoring, and developing junior engineers.
In this role, you’ll:
Act as the primary technical escalation point for complex client issues
Troubleshoot and resolve advanced desktop, server, cloud, and networking incidents
Support and maintain Microsoft 365, Entra ID, Intune, Active Directory, Group Policy, and Windows Server environments
Work hands-on with firewalls, routers, switches, VPNs, and network infrastructure
Assist with cloud networking, infrastructure, and security solutions
Deliver both remote and onsite support across a diverse client portfolio
Maintain high-quality documentation, ticket management, and client communication
Collaborate with vendors and internal teams to drive timely resolution of critical issues
Identify opportunities for remediation, optimisation, and continual improvement within client environments
Mentor and support Level 1 and Level 2 engineers, sharing knowledge and technical expertise
About You
You’ll thrive in this role if you:
Have 5+ years’ experience in an IT support, infrastructure, or engineering role within an MSP environment
Enjoy solving complex technical problems and taking ownership through to resolution
Are confident working directly with clients and managing technical escalations
Have excellent communication skills and can explain technical concepts clearly
Enjoy mentoring others and contributing to a collaborative team culture
You’ll bring strong experience across:
Microsoft 365, Entra ID and Intune
Windows Server environments
Active Directory and Group Policy
TCP/IP, DNS, DHCP and VPN technologies
Network troubleshooting and administration
Backup and disaster recovery solutions
Virtualisation technologies such as VMware and Hyper-V
Experience with any of the following will be highly regarded:
WatchGuard, Meraki, Ubiquiti, Palo Alto or similar firewall platforms
Microsoft Azure
Cloud networking and SD-WAN technologies
Cybersecurity solutions and best-practice security frameworks
PowerShell scripting and automation
Microsoft, AWS, CompTIA or other industry certifications
Microsoft Power Platform
What We Offer
Competitive salary: we recognise your expertise
Supportive, down-to-earth culture: collaboration and respect are at the core of our team
Birthday leave: celebrate your day, on us
Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
Career pathways into technical leadership, projects, architecture, and specialist engineering roles
Why Join efex?
This is more than a support role. It’s an opportunity to become a trusted technical leader within a growing national MSP.
You’ll work on challenging technical problems, help shape client outcomes, mentor emerging engineers, and continue developing your expertise across modern infrastructure, cloud, networking, and security technologies.
If you’re looking for a role where your technical skills and experience will make a genuine impact, we’d love to hear from you.
Please note: All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.
