Senior Service Desk Engineer

A leading managed services organisation is looking for a Senior Service Desk Engineer to join their Sydney team. This is a hands-on L3 role for someone who enjoys solving complex technical issues, taking ownership and being the escalation point for clients and the wider service desk.

The Role

You’ll sit at the senior technical level within the service desk, working across multiple managed client environments and owning complex incidents through to resolution. You’ll also play a key role in major incident management, problem management and lifting the capability of the L1/L2 team.

Key responsibilities include:

• Own and resolve complex L3 incidents across Microsoft, Azure, networking and security environments;
• Lead P1/major incidents, coordinating technical response and client communication;
• Manage recurring problems through to root cause and permanent resolution;
• Act as the senior escalation point for L1/L2 engineers;
• Mentor and coach junior team members and improve technical capability;
• Monitor client environments and proactively identify issues before they impact users;
• Work with vendors including Microsoft, Fortinet and Citrix;
• Maintain strong technical documentation, runbooks and knowledge articles;
• Contribute to continuous improvement across service delivery and technical processes; and
• Participate in a rostered after-hours on-call arrangement for critical incidents.

About You

You’ll have 4+ years' experience in a senior service desk or L3 support role within an MSP, with experience supporting multiple clients.

Strong experience across:

• Windows Server, Active Directory and Group Policy;
• Entra ID, MFA and Conditional Access;
• Microsoft 365, Intune, Exchange Online, SharePoint and Teams;
• Azure including VMs, networking, storage and backups;
• Networking, VPNs, DNS and DHCP;
• Microsoft security and Defender;
• PowerShell and automation; and
• Monitoring tools such as LogicMonitor or N-able.

Most importantly, you’ll be someone who takes ownership, can work through complex problems independently and genuinely enjoys helping develop the engineers around them.

What's on offer?

• Sydney-based, full-time opportunity;
• Senior technical position within an established MSP;
• Exposure to a broad range of Microsoft, Azure, networking and security technologies;
• Paid training and certifications;
• Wellbeing allowance;
• Salary sacrifice options;
• Recognition and performance-based rewards; and
• Clear opportunity to continue developing technically and take on greater responsibility.

If you're an experienced L3/MSP engineer looking for a role where you're the person people come to when things get complicated, this could be a great next step.

For a confidential discussion regarding this opportunity, please submit your application. Further information will be provided to shortlisted candidates.

How to Apply

Due to high numbers of applicants, only shortlisted candidates will be contacted.

For more information or a confidential discussion please call Mariam Iskandar at u&u on [02 8245 7904](tel:02 8245 7904) quoting reference number 46084.

At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request via [email protected] or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.

Please submit your resume in Word format only.