About Us

Emerging IT is one of Australia's most awarded Managed Service Providers, supporting over 280 businesses nationwide. We're a cooperative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.

We pride ourselves on doing IT differently: keeping things simple, human, and outcome-focused while continuously improving how we support our customers.

About the Role

We are looking for a Level 3 Service Desk Technician to join our Technical Support team in North Sydney. This is a senior, hands-on role acting as the escalation point for complex technical issues across our client base.

Reporting to the Technical Support Manager, you will resolve escalated tickets, deliver a premium service experience to clients, and mentor technicians across the wider business.

This role is ideal for an experienced Level 2/3 engineer with a strong MSP background who enjoys solving complex problems and sharing their knowledge with others.

Key Responsibilities

- Own and resolve escalated technical support tickets
- Troubleshoot complex issues across Microsoft 365, Azure, server, virtualisation, and network environments
- Develop effective solutions quickly to meet client demands
- Mentor and support Level 1 and Level 2 technicians across the business
- Communicate clearly with clients, stakeholders, and internal teams on progress, deliverables, and deadlines




- Ensure all tickets are documented accurately and managed within SLA requirements
- Enter timesheets live and meet utilisation and performance metrics
- Follow established processes and contribute to continuous improvement

About You

Proven experience at a senior support level within an MSP or IT services environment

Strong hands-on skills across:

Virtualisation: VMware, Hyper-V

Microsoft: Windows Server, SQL, Active Directory

ITIL v4 Foundation knowledge or experience

Strong problem-solving ability and sound judgement

Excellent organisational skills, with the ability to multitask and adapt to changing priorities

Works well both independently and as part of a team, and is happy to give and receive help

Excellent written and verbal communication skills

Desirable (Nice to Have)

Tertiary qualification in IT or a related field

Certifications such as MCSA, MCSE, CCNA, CCNP, ITIL4, or Azure Engineer/Architect

Experience mentoring or coaching junior technicians

Why Join Us

Work with a highly experienced MSP team

Exposure to a wide range of technologies and client environments

Dedicated time for training and ongoing professional development

Regular quarterly check-ins and an annual review to support your career growth

Supportive and collaborative team culture

#J-18808-Ljbffr

📌 Level 3 Service Desk Engineer (City of Monash)
🏢 Emerging IT
📍 City of Monash