Full-time Permanent Mid-level Senior
Posted 04 Sep ****
Description
Lead technical outcomes.
Solve complex challenges.
Help clients get more from their technology.
As a Level 3 Service Desk Engineer, you'll be the senior escalation point for complex Windows Server, infrastructure, networking, and application support issues across a diverse client portfolio.
This role is ideal for an experienced engineer who enjoys solving technical problems, supporting critical business systems, and helping clients get the most from their technology environments.
You'll work across a broad range of technologies, contribute to infrastructure projects, mentor junior engineers, and play a key role in delivering exceptional technical outcomes for clients.
Who We Are
With over 20 local branches supported by a strong national presence, efex is one of Australia's leading IT and digital services providers.
We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.
Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first, our clients and our team.
The Role
We're looking for an experienced
Level 3 Service Desk Engineer
to join our
Sydney
team.
As a senior member of our technical team, you'll act as the primary escalation point for complex technical issues while helping maintain the stability, security, and performance of our clients' environments.
This is primarily a desk-based role, with occasional onsite support requirements.
You'll also contribute to project work, including server builds, infrastructure upgrades, and onboarding new client environments, while participating in arotating after-hours on-call roster.
In this role, you'll:
Act as the primary technical escalation point for complex client issues
Troubleshoot and resolve
advanced Windows Server, infrastructure, networking, and application incidents




Support and maintain Microsoft Server environments, Active Directory, Group Policy, DNS, DHCP, VPNs, and virtualisation platforms
Assist with the administration and support of medical practice management applications such as Genie and Best Practice (training provided if required)
Perform server builds, migrations, upgrades, and client onboarding activities
Work hands-on with firewalls, routers, switches, VPNs, and network infrastructure
Deliver primarily remote support, with occasional onsite client visits as required
Participate in a rotating after-hours on-call roster
Maintain high-quality documentation, ticket management, and client communication
Collaborate with vendors and internal teams to drive timely resolution of critical issues
Identify opportunities for remediation, optimisation, and continual improvement across client environments
Mentor and support Level 1 and Level 2 engineers through technical guidance and knowledge sharing
About You
You'll thrive in this role if you:
Have 5+ years' experience in a senior IT support, infrastructure, or engineering role,
ideally within an MSP environment
Have strong hands-on experience supporting and troubleshooting Windows Server environments
Enjoy solving complex technical problems and taking ownership through to resolution
Are confident working directly with clients and managing technical escalations
Have excellent communication skills and can explain technical concepts clearly
Enjoy mentoring others and contributing to a collaborative team culture
You'll bring strong experience across:
Windows Server administration
, troubleshooting, deployment, and maintenance




Active Directory, Group Policy, DNS and DHCP
Virtualisation technologies such as VMware and Hyper-V
Backup, disaster recovery, and business continuity solutions
TCP/IP networking, VPN technologies, and network troubleshooting
Firewall and network infrastructure administration
Microsoft 365, Entra ID and Intune
CPanel/WHM and WordPress administration
Experience with any of the following will be highly regarded:
Medical Practice Management Software such as Genie, Best Practice, or similar
WatchGuard, Meraki, Ubiquiti, DrayTek, Palo Alto or similar firewall platforms
Server migrations, infrastructure refreshes, and client onboarding projects
Basic telephony administration and troubleshooting
Cybersecurity solutions and security best practices
PowerShell scripting and automation
Microsoft, Cisco, VMware, CompTIA or other industry certifications
What We Offer
Competitive salary
: we recognise your expertise
Supportive, down-to-earth culture
: collaboration and respect are at the core of our team
Birthday leave
: celebrate your day, on us
Wellbeing leave
: take up to two days from your personal leave each year to focus on your wellbeing
Career pathways into technical leadership, projects, architecture, and specialist engineering roles
Why Join efex?
This is more than a support role.
It's an opportunity to become a trusted technical leader within a growing national MSP.
You'll work on challenging infrastructure and server-related issues, contribute to meaningful projects, support critical business applications, and help shape positive outcomes for clients.
You'll also have the chance to continue developing your expertise while working alongside a team that genuinely values collaboration and technical excellence.
Please note:All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.
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