At a Glance
- Tasks: Resolve complex technical issues and mentor junior technicians in a dynamic environment.
- Company: Join Emerging IT, one of Australia's top Managed Service Providers.
- Benefits: Enjoy training opportunities, career growth, and a supportive team culture.
- Other info: Collaborative team with a focus on continuous improvement and professional development.
- Why this job: Make a real impact by solving challenging problems and enhancing client experiences.
- Qualifications: Experience in senior support roles with strong skills in Microsoft and virtualisation technologies.
The predicted salary is between 82800 - 101200 $ per year.
About Us
Emerging IT is one of Australia's most awarded Managed Service Providers, supporting over 280 businesses nationwide. We're a collaborative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients. We pride ourselves on doing IT differently: keeping things simple, human, and outcome-focused while continuously improving how we support our customers.
About the Role
We are looking for a Level 3 Service Desk Technician to join our Technical Support team in North Sydney. This is a senior, hands-on role acting as the escalation point for complex technical issues across our client base. Reporting to the Technical Support Manager, you will resolve escalated tickets, deliver a premium service experience to clients, and mentor technicians across the wider business. This role is ideal for an experienced Level 2/3 engineer with a strong MSP background who enjoys solving complex problems and sharing their knowledge with others.
Key Responsibilities
- Own and resolve escalated technical support tickets
- Troubleshoot complex issues across Microsoft 365, Azure, server, virtualisation, and network environments
- Develop effective solutions quickly to meet client demands
- Mentor and support Level 1 and Level 2 technicians across the business
- Communicate clearly with clients, stakeholders, and internal teams on progress, deliverables, and deadlines
- Ensure all tickets are documented accurately and managed within SLA requirements
- Enter timesheets live and meet utilisation and performance metrics
- Follow established processes and contribute to continuous improvement
About You
- Proven experience at a senior support level within an MSP or IT services environment
- Strong hands-on skills across:
- Virtualisation: VMware, Hyper-V
- Microsoft: Windows Server, SQL, Active Directory
- ITIL v4 Foundation knowledge or experience
- Strong problem-solving ability and sound judgement
- Excellent organisational skills, with the ability to multitask and adapt to changing priorities
- Works well both independently and as part of a team, and is happy to give and receive help
- Excellent written and verbal communication skills
Desirable (Nice to Have)
- Tertiary qualification in IT or a related field
- Certifications such as MCSA, MCSE, CCNA, CCNP, ITIL4, or Azure Engineer/Architect
- Experience mentoring or coaching junior technicians
Why Join Us
- Work with a highly experienced MSP team
- Exposure to a wide range of technologies and client environments
- Dedicated time for training and ongoing professional development
- Regular quarterly check-ins and an annual review to support your career growth
- Supportive and collaborative team culture
Level 3 Service Desk Engineer employer: Emerging It
Emerging IT is an exceptional employer that fosters a collaborative and supportive work culture, where continuous learning and human-centred thinking are at the forefront. As a Service Desk Team Lead, you'll not only have the opportunity to mentor and develop your team but also drive meaningful change within the organisation, all while enjoying a strong focus on employee growth and satisfaction. Located in a vibrant area, we offer a dynamic environment that encourages innovation and excellence, making it a rewarding place to advance your career.
