L3 Engineer – Senior Technical Escalation

About the role

We are looking for an experienced L3 Engineer to act as the final technical escalation point for complex infrastructure and support issues. The role focuses on networking, Microsoft 365, Azure, Windows infrastructure and security, providing end‑to‑end resolution and guidance to junior engineers.

Key responsibilities

• Own and resolve escalated L3 incidents across networking, Microsoft 365, Azure and Windows environments.
• Design, configure and implement network solutions, including firewalls, VLANs, switches and routers.
• Conduct root‑cause analysis, implement permanent fixes and improve security, reliability and performance.
• Provide technical guidance to L1/L2 engineers and collaborate with vendors for specialist support.
• Maintain accurate documentation, knowledge articles and follow ITIL processes for incidents and changes.

Required profile

• 7+ years of IT infrastructure or technical support experience with proven L3‑level capability.
• Strong hands‑on networking expertise and network security experience.
• Extensive experience with Microsoft 365, Azure and Windows Server.
• Background in MSP or multi‑customer environments and solid understanding of ITIL practices.
• Ability to work independently, mentor junior staff and communicate clearly with customers.

Required skills

• Microsoft 365, Microsoft Azure, Microsoft Intune
• Networking technologies: firewalls, VLANs, switches, routers
• Network security, Windows Server
• ITIL / IT Service Management
• Halo PSA, NinjaOne RMM, Aruba switches, Fortinet firewalls, DrayTek routers

What we offer

• Competitive salary paid in Australian Dollars
• Medical insurance from day one for employee and spouse/parents
• Home office setup and internet allowances
• Gym & wellness allowance, mental health support and regular team events
• Flexible hybrid work model and professional development reimbursement