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

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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.
n 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.
n 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.

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Key Responsibilities

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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

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

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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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Solid 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

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Desirable (Nice to Have)

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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

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Why Join Us

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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 career 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 (Sydney)
🏢 Emerging IT
📍 Sydney