Level 3 Service Desk Engineer | Permanent Position
Your New Company
Join a well‑established Managed Service Provider (MSP) that delivers high‑quality IT services to small and medium‑sized businesses. The organisation is known for its strong team culture, continuous learning mindset, and commitment to providing exceptional support to its clients. You’ll be part of a collaborative environment that values growth, technical excellence, and long‑term professional development.
Your New Role
As a Level 3 Escalations Engineer, you will be the senior technical escalation point for complex incidents that cannot be resolved by Level 1 or Level 2 teams.
This role offers exposure to a wide variety of technologies typical of MSP environments, without requiring you to manage full project delivery. Your focus will be on delivering high‑quality BAU support, improving internal processes, and helping uplift the skills of the broader engineering team.
Key Responsibilities
• Resolve high‑complexity escalated issues across multiple client environments
• Provide guidance, mentoring, and technical direction to Level 1 & 2 engineers
• Document fixes, patterns, and recommendations to support ongoing improvement
• Contribute to technical standards and process enhancements
• Communicate clearly and professionally with both technical and non‑technical client users
• Attend onsite visits when necessary to support client requirements
What You’ll Need to Succeed
Technical Skills & Experience
• Advanced troubleshooting in Windows Server, Active Directory, Group Policy, and DNS
• Strong infrastructure support skills including Hyper‑V, VMware, networking, and firewalls
• Solid understanding of Microsoft 365 technologies (Exchange Online, SharePoint, OneDrive)
• Experience with Azure AD, Intune, identity management, and cloud administration
• Proven ability to independently resolve complex technical escalations
• Previous MSP experience is essential
• Demonstrated experience delivering Level 3 BAU support
What You’ll Get in Return
• Opportunity to work with a wide range of modern technologies across diverse client environments
• Good Salary package up to $140k for the right candidate.
• Enjoy the flexibility of a hybrid working environment.
• Supportive, growth‑focused team culture
• Ownership of complex technical escalations
• Clear opportunities for ongoing learning and professional development
• The chance to make a meaningful impact as a senior technical resource
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to *************@hays.com.au
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.#