Level 3 Service Desk Engineer

A1 Technologies is a rapidly growing Microsoft consultancy helping organisations deploy, manage, and optimise their Microsoft cloud and supporting infrastructure environments.

We are building a company that believes in culture first, and that means creating a flexible, supportive, and inclusive environment. We encourage and embrace continual learning and education, work-life balance, and making a difference for our team, our customers, and our partners. We believe these initiatives help to deliver incredible service and solutions to our customers across Australia, New Zealand, UK, and US.

We make it our mission to help our customers transform from legacy environments to a cloud-first environment; improving resilience and security, consolidating costs, and giving our customers the best user experience possible wherever they are working from.

More About Us:

• We are a highly inclusive culture that is focused on supporting our team first and foremost.
• We are hyper-focused on two key vendors: Microsoft and Fortinet.
• We love helping good people do good things.
• We are a remote working organisation.

What we are offering:

• Work with a fast-paced, fun, and dynamic team handling cutting-edge Microsoft projects for some of Australia's biggest brands.
• Competitive package.
• Certification & education paths and support.
• Flexible work including 4-day work week.

Role:

As a Level 3 Service Desk Engineer, your primary role is to deliver advanced technical support and solutions to our customers. You will be responsible for resolving complex technical issues, acting as an escalation point for Level 1 and 2 engineers, and ensuring high levels of customer satisfaction. This role is suited to an experienced Level 3 Service Desk Engineer with a strong background in Microsoft cloud and infrastructure technologies.

Key Responsibilities:

• Provide advanced technical support and act as the final escalation point for service desk issues (via telephone, email, and remote tools) across Microsoft and Fortinet environments.
• Lead the resolution of complex incidents and problems, including root cause analysis and long-term remediation.
• Mentor and support Level 1 and 2 engineers, providing guidance and training as needed.
• Manage and prioritise helpdesk ticket queues, ensuring SLA compliance for escalated and critical issues.
• Develop and maintain customer walkthrough guides and internal Knowledge Base articles for advanced troubleshooting and best practices.
• Oversee and implement advanced Microsoft 365 administration, including Intune, Microsoft Security hardening, SharePoint & Teams, and Azure Active Directory.
• Plan and execute complex troubleshooting, provisioning, and configuration of computers, network devices, and cloud services.
• Participate in project delivery, migrations, and upgrades as required.

About You:

• You have exceptional communication skills, both written and verbal, and understand the critical importance of empathy (and EQ).
• You excel under pressure and can manage multiple high-priority escalations simultaneously.
• You have outstanding problem-solving skills and a methodical approach to troubleshooting.
• You are proactive in identifying recurring issues and implementing long-term solutions.
• You are a continual learner who enjoys improving your skills and gaining certifications.
• You are a self-starter, driven, resourceful, and enjoy technical challenges.
• You are comfortable working remotely full-time and collaborating with a distributed team.

Your Technical Skills and Experience:

You have recent, hands-on experience with advanced troubleshooting and administration of the following technologies:

• Microsoft 365 administration, including SharePoint, Teams, and advanced security configurations.
• Azure Active Directory and hybrid identity solutions.
• Microsoft Intune, Endpoint Manager, and device compliance policies.
• Advanced networking concepts and Fortinet firewall administration.
• Scripting and automation (PowerShell or similar) is highly desirable.

Qualifications and Experience (desirable):

• Previous experience in an MSP or similar fast-paced environment is highly desirable.
• 5+ years in a client-facing technical support role, with at least 2 years at Level 3 or equivalent.
• Demonstrated experience as a Level 3 Service Desk or Senior Technical Support Engineer in Australia.
• Must have 2 (or more) current Microsoft 365 or Azure certifications.
• Additional certifications in networking, security, or Fortinet are a plus.

We love helping good people do good things, whether that’s our internal team, our customers, or our partners. If you’re ready for the excitement and challenge of joining a growing company, we would love to hear from you.