Job Description
About Us n
Emerging IT is one of Australia's most awarded Managed Service Providers, supporting over 280 businesses nationwide. We're a collaborative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.
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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 n
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.
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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.
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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 n
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Own and resolve escalated technical support tickets
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Troubleshoot complex issues across Microsoft 365, Azure, server, virtualisation, and network environments
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Develop effective solutions quickly to meet client demands
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Mentor and support Level 1 and Level 2 technicians across the business
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Communicate clearly with clients, stakeholders, and internal teams on progress, deliverables, and deadlines
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Ensure all tickets are documented accurately and managed within SLA requirements
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Enter timesheets live and meet utilisation and performance metrics
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Follow established processes and contribute to continuous improvement
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About You n
Proven experience at a senior support level within an MSP or IT services setting
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Strong hands-on skills across:
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Virtualisation: VMware, Hyper-V
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Microsoft: Windows Server, SQL, Active Directory
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ITIL v4 Foundation knowledge or experience
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Strong problem-solving ability and sound judgement
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Excellent organisational skills, with the ability to multitask and adapt to changing priorities
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Works well both independently and as part of a team, and is happy to give and receive help
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Excellent written and verbal communication skills
Desirable (Nice to Have) n
Tertiary qualification in IT or a related field
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Certifications such as MCSA, MCSE, CCNA, CCNP, ITIL4, or Azure Engineer/Architect
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Experience mentoring or coaching junior technicians
Why Join Us n
Work with a highly experienced MSP team
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Exposure to a wide range of technologies and client environments
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Dedicated time for training and ongoing professional development
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Regular quarterly check-ins and an annual review to support your career growth
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Supportive and collaborative team culture
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📌 Level 3 Service Desk Engineer (South Australia)
🏢 Emerging IT
📍 South Australia