Level 3 IT Support Engineer

About the role

We are looking for an experienced Level 3 IT Support Engineer to join a fast‑growing Australian Managed Services Provider as its first senior technical hire. You will own complex technical environments, drive automation and documentation initiatives, and help shape the future of the organisation's technical operations.

Key responsibilities

• Provide advanced Level 3 support to a diverse client base across multiple technologies.
• Troubleshoot and resolve complex Microsoft 365, Windows Server, and networking issues.
• Manage technical escalations and work directly with customers to ensure satisfaction.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Identify business improvement opportunities and contribute to strategic initiatives.
• Lead automation projects using platforms such as n8n, Power Automate or Zapier.
• Develop internal tools and scripts to improve service delivery.
• Collaborate with leadership, challenging ideas constructively when appropriate.
• Participate in project delivery, system deployments and migrations.

Required profile

• Minimum 5 years of experience in an MSP or IT service provider environment.
• Proven Level 3 technical support experience across multiple technologies.
• Strong background troubleshooting complex Microsoft environments.
• Ability to work independently, take ownership of outcomes and manage escalations.
• Experience creating and maintaining technical documentation and SOPs.
• Analytical mindset with strong problem‑solving skills.
• Excellent verbal and written communication, professionalism and accountability.

Required skills

• 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
• VPNs, firewalls, switching and wireless networking
• Backup and disaster recovery solutions
• Advanced desktop and endpoint support
• Automation platforms (n8n, Power Automate, Zapier)
• AI‑driven automation solutions
• Model Context Protocol (MCP) or modern AI integrations
• PowerShell scripting and automation
• Project delivery, system deployment and migration experience