Level 3 Support Engineer
Roberts & Morrow Technology Location: Newcastle, Armidale or Townsville Reports To: Technical Services Manager
Job Type: Permanent Full-Time
About RMT
RMT is a rapidly growing Managed Services Provider (MSP) and Telstra Enterprise Partner delivering technology solutions across a diverse client base ranging from remote Indigenous councils to large enterprise organisations. Our team is passionate about delivering exceptional customer outcomes and building long-term client relationships.
As we continue to grow, we are seeking an experienced Level 3 Support Engineer to join our Service Desk team.
About the role
As a Level 3 Support Engineer, you will be the highest escalation point within the Service Desk, resolving complex technical issues while providing guidance and support to Level 1 and Level 2 engineers.
This role requires a highly capable technical professional who thrives in a fast-paced MSP environment and enjoys working across multiple technologies, industries and client environments.
Key Responsibilities:
- Provide Level 3 technical support and escalation services
- Diagnose and resolve complex infrastructure, cloud, networking and security issues
- Act as the senior escalation point for Service Desk incidents and requests
- Mentor and support junior engineers
- Assist with technical documentation and knowledge management
- Participate in root cause analysis and problem management activities
- Collaborate with Project Engineers on technical transitions and implementations
- Maintain high levels of customer satisfaction through excellent communication and service delivery
- Ensure tickets are managed in accordance with SLA requirements
Technical Requirements
Essential:
- Previous experience in a Level 3 Support role within an MSP environment
- Strong Microsoft 365 administration skills
- Robust Microsoft Azure experience
- Networking knowledge including switching, routing and wireless technologies
- Cisco Meraki experience
- Windows Server administration
- Active Directory and Entra ID
- Microsoft Intune
- Microsoft Exchange Online
- Security and compliance best practices
- Strong troubleshooting and analytical skills
- Excellent communication and customer service skills
- Highly organised with strong time management abilities
- Self-motivated and capable of working autonomously
- Comfortable making decisions and challenging assumptions where appropriate
- Strong desire to continually learn and develop
Career Development
RMT invests heavily in employee growth and development.
Benefits include:
- Approved training courses funded by the business
- $2,000 base salary increase for each approved course completed
- Quarterly bonus program
- Clear progression pathways into:
Verve Partners is an energetic team of specialist consultants reimagining recruitment Australia-wide. With over 170 years of combined experience, we've found the sweet spot in talent search - and want to share it. By scouting smart, digging deep and embracing diversity, we grow vibrant careers, cultures and communities. We currently have offices in the lifestyle cities of Newcastle and Wollongong.
We acknowledge and pay our respects to the Traditional Owners of the land on which we work and live. We pay our respects to the First Peoples of this country, their culture and Elders past, present and emerging. We recognise that this land was and always will be Aboriginal and Torres Strait Islander land because sovereignty was never ceded to providing exceptional customer service, we encourage you to apply for this exciting opportunity.
Please forward your resume today or call Germaine Samuels on 499 033 073 for a confidential discussion.