L3 Systems Support Engineer

About the role

We are seeking an experienced L3 Systems Support Engineer to join a leading Australian Managed Services Provider. You will work remotely across multiple customer environments, taking ownership of complex technical issues and delivering expert support for Microsoft 365, Windows Server, cloud infrastructure, identity management, and remote‑access technologies.

Key responsibilities

• Provide Level 3 technical support across a diverse portfolio of customers.
• Own complex incidents from investigation through to resolution, performing structured root‑cause analysis.
• Manage escalated support requests while maintaining clear communication with customers and stakeholders.
• Identify relationships between infrastructure, identity, networking, cloud services, and end‑user environments.
• Deliver technical recommendations and guidance to improve customer environments.

Required profile

• Strong experience in Level 3 Systems Support, Senior Level 2 Support, or Infrastructure Support.
• Previous experience working within a Managed Services Provider (MSP) environment.
• Extensive experience administering Microsoft 365 and hybrid cloud environments.
• Deep knowledge of Windows Server, Active Directory, and Microsoft infrastructure.
• Experience with virtualization technologies such as Hyper‑V or VMware.
• Solid understanding of networking fundamentals, VPNs, firewalls, DNS, and remote‑access technologies.
• Excellent troubleshooting, incident management, and customer communication skills.
• Ability to mentor junior engineers and work independently with a proactive mindset.

Required skills

• Microsoft 365 administration
• Azure / hybrid cloud administration
• Windows Server
• Active Directory
• Hyper‑V
• VMware
• VPN technologies
• Firewalls
• DNS
• Remote‑access technologies
• Networking fundamentals
• Virtualization