Senior IT Support Engineer – Level 3

Network Office Sunshine Coast | Sunshine Coast, QLD | Full time

Managed IT Services | Cloud Infrastructure | Cybersecurity | Migrations & Projects

Managed IT Services | Cloud Infrastructure | Cybersecurity | Migrations & Projects

About Network Office

Network Office is a progressive, innovative and growing Managed IT Services Provider (MSP) based on the Sunshine Coast.

We're not your typical IT company. We're agile, forward-thinking and passionate about using cutting-edge technology to deliver exceptional IT solutions and customer experiences.

Our focus is on proactive IT management, cybersecurity, cloud solutions, automation and helping businesses get the most from their technology.

We're looking for a highly capable Level 3 Senior IT Support Engineer who thrives on solving complex technical challenges, delivering successful IT projects and continuously finding smarter ways to do things.

If you're passionate about technology, enjoy taking ownership and want to work for an MSP that embraces innovation rather than outdated processes, we'd love to hear from you.

About the Role

As a Senior IT Support Engineer (Level 3), you'll play an important technical role within our Managed Services team.

You'll be responsible for resolving complex escalations, maintaining and improving client infrastructure, and leading the technical implementation of IT projects and migrations.

This is a hands-on position requiring strong technical expertise, excellent problem-solving abilities and the confidence to independently manage complex client environments.

You'll work across a diverse range of technologies,



with opportunities to contribute to automation, AI adoption and continuous service improvement.

This role combines advanced technical support, systems engineering, migrations and project implementation.

Key Responsibilities

1. Advanced Technical Support & Escalations

- Provide Level 3 technical support across multiple managed client environments.

- Take ownership of complex technical escalations from Level 1 and Level 2 technicians.

- Diagnose and resolve advanced networking, server, cloud, Microsoft 365 and cybersecurity issues.

- Investigate recurring technical problems and implement permanent solutions.

- Perform root-cause analysis and proactively identify potential system failures.

- Manage critical incidents, minimise downtime and ensure effective communication with clients.

- Provide technical guidance and mentoring to junior technicians.

- Maintain high standards of client service, ticket management and technical documentation.

2. Migrations & Project Implementation

- Plan, manage and execute IT infrastructure, cloud and systems migration projects from initial scoping through to successful completion.

- Lead Microsoft 365 migrations, including Exchange Online, SharePoint, OneDrive and Teams.

- Perform tenant-to-tenant migrations,



email platform migrations and on-premises to cloud transitions.

- Design and implement new IT infrastructure, including servers, networking, firewalls, wireless solutions and endpoint deployments.

- Manage server upgrades, virtualisation migrations and infrastructure modernisation projects.

- Deploy and configure Microsoft Entra ID, Intune, Autopilot and Microsoft 365 environments.

- Implement cybersecurity solutions, backup systems and disaster recovery platforms.

- Deliver business telephony and VoIP implementations, including 3CX.

- Develop project plans, technical scopes, migration strategies and implementation schedules.

- Coordinate with clients, vendors and internal teams to ensure projects are delivered efficiently and with minimal business disruption.

- Perform pre-migration assessments, testing, cutover planning and post-implementation validation.

- Troubleshoot and resolve technical issues arising during migrations and deployments.

- Maintain accurate project documentation, system configurations and handover records.

- Ensure completed projects are successfully transitioned into ongoing managed services support.

- Take technical ownership of project outcomes, ensuring delivery meets agreed timelines, budgets and quality standards.

3. Microsoft Cloud & Infrastructure

- Design, deploy, maintain and troubleshoot Microsoft 365 environments.

- Administer Microsoft Entra ID, Active Directory, Group Policy and hybrid identity environments.

- Configure and manage Microsoft Intune, Autopilot and endp

📌 Senior IT Support Engineer – Level 3 (Sunshine Coast Regional)
🏢 Network Office Sunshine Coast
📍 Sunshine Coast Regional