Level 3 Service Desk Engineer

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:

  • Cloud: Microsoft 365, Azure
  • Virtualisation: VMware, Hyper-V
  • Networking: Cisco / Meraki, Aruba
  • 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

How to Apply
If you're an experienced engineer who enjoys tackling complex problems and helping others grow, we'd love to hear from you.