Senior Technical Support Engineer - Microsoft Cloud and Infrastructure

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 prioritize 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
  
  
  
  

Skills and Experience:

• 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) are 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 may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. 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.