Addictive Technology Solutions – Loganholme QLD

Level 3 Service Desk Engineer

About the role

We are looking for an experienced Level 3 Service Desk Engineer to act as the technical escalation point for our Level 1 and Level 2 support team.

This is a hands-on support role for someone who enjoys solving complex technical issues, helping users, and mentoring less-experienced technicians. You will work across Microsoft 365, Azure, Windows Server, networking, and end-user technologies.

The role is focused on resolving escalated incidents and maintaining reliable day-to-day IT operations. It is not an infrastructure architecture or senior management position.

Key responsibilities

- Resolve technical issues escalated by Level 1 and Level 2 technicians
- Troubleshoot Microsoft 365, Azure, Windows Server, networking, and end-user computing issues
- Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID
- Manage users, groups, permissions, licences, conditional access, and multi-factor authentication
- Support Azure resources and hybrid Microsoft environments
- Administer Windows Server, Active Directory, Group Policy, file services, and print services
- Troubleshoot DNS, DHCP, TCP/IP, VPN, Wi-Fi, routing, and general network connectivity
- Investigate recurring incidents and identify practical improvements
- Mentor Level 1 and Level 2 technicians through guidance, knowledge sharing, and ticket reviews
- Create and maintain clear technical documentation and knowledge-base articles
- Communicate effectively with users, customers, vendors, and other technical teams




- Take ownership of escalated tickets through to resolution
- Assist with infrastructure upgrades, migrations, and other small-to-medium technical projects
- Follow established security, change-management, and support processes

About you

You are an experienced support professional who is comfortable being the person others turn to when an issue becomes difficult. You can troubleshoot methodically, communicate clearly, and share your knowledge without taking over every problem.

You enjoy working across a broad technical environment and are equally comfortable helping a technician, speaking with a user, or investigating an issue independently.

Essential experience

- Solid experience in a Level 3 service desk, systems support, or similar hands-on support role
- Strong Microsoft 365 administration and troubleshooting skills
- Working knowledge of Azure and Microsoft Entra ID
- Strong Windows Server and Active Directory administration skills
- Experience with Group Policy, DNS, DHCP, file permissions, and user access
- Good understanding of TCP/IP and common networking concepts
- Experience troubleshooting desktops, laptops, printers, mobile devices, and business applications
- Ability to investigate and resolve complex incidents across multiple technologies




- Experience working with ticketing systems and support service levels
- Clear written and verbal communication skills
- A patient, practical approach to mentoring Level 1 and Level 2 technicians

Desirable experience

- Microsoft Intune and device compliance
- Microsoft Defender and Microsoft 365 security tools
- Exchange Online and email security
- PowerShell for routine administration and troubleshooting
- Azure virtual machines, networking, storage, and backups
- Virtualisation platforms such as Hyper-V or VMware
- Backup, monitoring, and remote-management platforms
- Experience working in a managed service provider or multi-customer environment
- Relevant Microsoft certifications

What success looks like

- Escalated tickets are resolved accurately and within agreed timeframes
- Level 1 and Level 2 technicians become more capable and confident
- Users receive clear communication and dependable support
- Recurring issues are identified, documented, and reduced
- Technical documentation remains practical and current
- Issues are owned through to resolution, with effective escalation when required

What we offer

- A varied, hands-on technical support role
- The opportunity to work across Microsoft 365, Azure, server, and networking technologies
- A supportive team environment with opportunities to share knowledge
- Exposure to technical projects without moving away from hands-on support
- Training and qualified-development opportunities
- Competitive remuneration based on experience

#J-18808-Ljbffr

📌 Level 3 Service Desk Engineer (Brisbane City)
🏢 Addictive Technology Solutions
📍 Brisbane City