L3 Systems Engineer (AWS)
Location: Sydney, NSW
The L3 Senior Engineer is accountable for resolving incidents requiring deep technical expertise, managing operational tooling that enables service delivery, systematically building lower‐tier capability to reduce escalation dependency, and delivering billable technical work including project assignments and specialist service requests. The role exists to address issues beyond L2 scope, maintain platform stability, transfer knowledge and capability downward through the support tiers, and contribute technical expertise to client onboarding and infrastructure deployment projects.
Key Accountabilities
* Operational Service Delivery – Assigned incidents are resolved within SLA through systematic diagnosis and deep technical expertise; solutions address root causes permanently; resolution approaches enable future lower‐tier resolution; major incidents reach swift resolution through authoritative technical direction and effective stakeholder communication; billable service requests delivered within agreed timeframes with accurate billing/timesheeting records; escalation decisions maximise internal resolution capability; clients receive clear, technically accurate explanations of changes, root causes, and expected outcomes; platform stability is maintained through proactive monitoring, preventative actions, and early identification of potential failures; may participate in on‐call rotation.
* Project Delivery – Project technical deliverables meet quality standards and timeline commitments; managed services operations remain unaffected by project go‐lives through complete knowledge transfer and adherence to handover requirements; post‐deployment early life support enables sustainable transition to BAU; project time is accurately logged with sufficient detail to support client billing and budgetary accountability.
* Presales & Solution Feasibility – Proposed solutions are assessed for technical feasibility, operational supportability, and alignment with existing platform capabilities; technical discovery sessions are supported with deep platform expertise; effort and complexity estimates reflect realistic technical assessment; client‐facing presales engagements support professional technical representation.
* Platform Operational Ownership – Service delivery platforms (RMM, monitoring, backup, security tools) remain operationally stable; customer organisations, policies, and platform configurations enable efficient service delivery; platform health and effectiveness are maintained with Tools Lead; platform deficiencies and capability gaps are identified early and escalated with complete context.
* Change Management – All customer environment changes are properly assessed, approved, documented, and communicated before implementation; service disruption is minimised through effective change planning, risk assessment, and rollback capability; platform‐level changes meet documentation standards, security protocols, and audit requirements; emergency changes during P1/P2 incidents balance immediate remediation needs with proper governance and documentation.
* Problem Management – Repeat escalations and systemic issues are eliminated through root cause analysis and implementation of permanent solutions including process changes, tooling enhancements, automation, and knowledge capture.
* Personal Performance & Professional Standards – Maintain and grow specialist technical capability through continuous learning; achieve personal goals & objectives; lead continuous service improvement initiatives; demonstrate company values through honest communication, genuine ownership, and psychologically safe environment; maintain collaborative relationships with key stakeholders.
Skills & Qualifications
* 5–7 years of senior technical support or engineering experience with mastery of platform‐level troubleshooting, infrastructure design, and systematic problem resolution across enterprise environments.
* Deep specialist knowledge in at least one core domain: Infrastructure, Networking, Cloud Platforms (Azure, M365, hybrid), or Security.
* Strong understanding of ITSM frameworks (ITIL required) with practical experience in incident, problem, change management and major incident response.
* Demonstrated capability in operational tool management (RMM, monitoring, backup, security tools) with evidence of policy creation, platform customisation, and organisational administration.
* Advanced vendor engagement experience with ability to drive vendor cases to resolution and engage in architectural discussions.
* Advanced certifications: Microsoft Solutions Expert, Azure Solutions Architect, AWS Solutions Architect, CCNP, or equivalent; ITIL 4 Foundation at minimum.
* Preferred certifications or experience: Microsoft security certifications (SC‐200, SC‐300), specialist vendor certifications (Veeam, VMware, Fortinet, Palo Alto), or documented platform implementations in MSP environments.
Personal Qualities & Attributes
* Demonstrates honesty, ownership, and supports psychologically safe environment.
* Exceptional communication skills for explaining complex architecture to varied audiences.
* Strategic thinking and architectural problem‐solving capability.
* Strong capability transfer mindset with systematic enablement of lower tiers.
* Technical curiosity and learning agility with proactive exploration of new platforms.
* Technical leadership through influence and expertise, guiding decisions and earning respect.
* Resilience and composure under pressure, maintaining systematic diagnostic approach.
* Independent work capability with timely escalation of complex issues.
* Active contributor to organisational knowledge base and continuous improvement.
* Strong collaboration across teams and organisational boundaries.
* Sound judgment and integrity in escalation decisions and client information protection.
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