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
Positive 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 useful 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 professional-development opportunities
Competitive remuneration based on experience
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📌 Level 3 Service Desk Engineer (Brisbane)
🏢 Addictive Technology Solutions
📍 Brisbane