L3 Engineer

About The RoleWe are seeking an experienced L3 Engineer to serve as the final technical escalation point for complex infrastructure and support issues. This senior technical position has a strong focus on networking, Microsoft 365, Azure, Windows infrastructure, and security.You will independently investigate and resolve complex incidents, take ownership of issues through to resolution, improve customer environments, and proactively identify opportunities to enhance infrastructure security, reliability, and performance. You will also provide technical guidance to L1/L2 engineers and collaborate with vendors when specialist support is required.About The ClientYou will be working with an established Australian technology solutions and managed services provider that helps organisations modernise and secure their IT environments. The business delivers infrastructure, cloud, managed services, and IT support solutions using technologies from leading global vendors, with a strong focus on helping customers achieve secure, reliable, and modern workplaces.Ideal ProfileExperience & Technical Capability7+ years of relevant IT infrastructure or technical support experience, with demonstrated L3-level capabilityStrong hands-on networking expertise across design, implementation, configuration, and troubleshootingStrong network security experience covering firewalls, VLANs, switches, and routersStrong Microsoft 365 experience and hands-on exposure to Microsoft Azure and cloud infrastructureProven ability to independently investigate and resolve complex technical issuesExperience conducting root cause analysis and implementing permanent technical solutionsPrevious experience within an MSP or multi-customer environment is highly regardedGood understanding of ITIL principles and IT service management practicesAbility to operate confidently as the final technical escalation point and make sound technical decisions independentlyExperience guiding or mentoring L1/L2 engineersAbility to work effectively across varied customer environments and technologiesStrong understanding of infrastructure security and industry best practicesEssential Tools & SystemsMicrosoft 365Microsoft AzureMicrosoft IntuneNetworking technologiesFirewallsVLANsSwitches and routersNetwork securityWindows ServerITIL / IT Service ManagementPreferred / Nice To HaveHalo PSANinjaOne RMMAruba switchesFortinet firewalls and switchesDrayTek routersMicrosoft certifications and/or relevant networking or security certificationsSoft SkillsStrong written and verbal communication skillsHigh levels of ownership and accountabilityStrong analytical and problem-solving capabilitiesProactive, improvement-focused approachAbility to work independently while remaining collaborative and engaged with the wider teamConfidence communicating with customers and technical stakeholdersAbility to guide and support L1/L2 engineersStrong documentation and process disciplineProfessional and customer-focused approachResponsibilitiesAct as the final technical escalation point for complex L3 incidents and infrastructure issuesOwn escalated technical issues from initial investigation through to successful resolutionDiagnose and resolve complex issues across networking, Microsoft 365, Azure, and Windows infrastructureDesign, configure, and implement network solutions across customer environmentsTroubleshoot and manage firewalls, VLANs, switches, routers, connectivity, and network securityInvestigate complex infrastructure issues, identify root causes, and implement appropriate permanent solutionsSupport and administer Microsoft 365 environments across the broader Microsoft technology stackSupport Azure environments and cloud infrastructureProactively identify opportunities to strengthen the security, reliability, and performance of customer environmentsReview existing infrastructure and recommend appropriate technical improvementsProvide technical guidance and support to L1/L2 engineersCollaborate with third-party vendors and technology providers when vendor-level assistance is requiredMaintain clear and accurate technical documentation, solutions, and knowledge articlesFollow appropriate ITIL and IT service management processes for incidents, changes, and technical activitiesContribute to infrastructure, networking, and security projects as the technical function developsCommunicate clearly with customers, stakeholders, and technical colleagues throughout incidents and other technical activitiesParticipate actively in team meetings, knowledge sharing, and technical collaborationHow 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 onesWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.