Level 3 Support Engineer
Level 3 Support Engineer| Senior Escalation | Managed Services
Narre Warren, VIC | Full-time, Permanent
I'm partnering with a well-established, growing Managed Service Provider in Melbourne's south-east to find a Level 3 Technician.
This is a senior hands-on role for someone who enjoys owning complex problems, takes pride in getting to the root cause, and can talk confidently with business owners when the stakes are high.
You'll report directly to the Managing Director and be the senior technical escalation point across a varied portfolio of managed clients.
If you're interested in leadership down the track, there's a genuine development pathway here, but this role is all about technical excellence first.
What you'll be doing
Taking ownership of complex Level 3 incidents, service requests and problems across multiple client environments, from acceptance through to resolution and documentation
Diagnosing unfamiliar and business-impacting issues using structured troubleshooting and root-cause analysis
Leading client-facing calls during high-impact issues, explaining risk, options and next steps in plain English
Reviewing client environments against internal technical and security standards, identifying gaps and technical debt, and recommending practical remediation
Guiding other technicians on escalated issues and helping remove technical roadblocks
Building and improving documentation, knowledge-base articles, standards and configuration baselines
Finding opportunities to automate and streamline work using PowerShell, templates and AI tools
Investigating significant monitoring alerts across backup, patching, endpoint security and infrastructure health
Applying the Essential Eight, ASD guidance and ISO *****-aligned practices to keep clients secure




What you'll bring
Robust, recent Level 3 experience in an MSP, with a solid grasp of the pace and variety of a multi-client environment
Deep practical skills across Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Entra ID, Conditional Access and Intune
Microsoft Defender and security alert investigation experience
Azure, Windows Server, Active Directory, Group Policy and virtualised infrastructure
Networking know-how including TCP/IP, DNS, DHCP, VLANs, VPNs, routing, switching, wireless and firewalls
Backup monitoring, failure investigation and restore validation
Hands-on experience with PSA, RMM and documentation platforms
PowerShell and automation skills
Exceptional spoken and written English, with the confidence to lead difficult conversations with clients
A current Microsoft certification
Highly regarded
ITIL certification or practical experience with Incident, Problem and Change Management
WatchGuard, Sophos, Fortinet or similar firewall experience
Microsoft Purview experience
Exposure to cybersecurity frameworks and ISO *****
A tertiary qualification in IT or Computer Science
Why this role?
A senior technical role where your judgement is trusted and your work is visible to leadership
Direct access to the Managing Director in a business that values quality and doing things properly
A clear development pathway toward technical leadership and, longer term, Service Delivery Management as the business grows
Variety across multiple client environments, mixing reactive escalation work with planned improvement projects
No people-management burden, so you can focus on solving problems and lifting technical standards
*Please note this role is only open to people with full working rights in Australia
#J-*****-Ljbffr

📌 Level 3 Support Engineer (Melbourne)
🏢 Excolo Partners Pty
📍 Melbourne