L3 Engineer (Network, System and Security)

Experience & Technical Expertise

• Significant experience in an MSP, service desk, network operations, or multi-client IT support environment
• Strong L3 troubleshooting capability across endpoints, servers, networks, and Microsoft cloud services
• Proven experience managing high-priority incidents within defined service levels
• Strong knowledge of Microsoft 365 and Windows desktop and server environments
• Solid understanding of Active Directory and user administration
• Strong networking knowledge covering TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls, switches, wireless networks, and remote connectivity
• Experience with VMware ESXi and/or Microsoft Hyper-V
• Strong understanding of server patching, maintenance, and restart procedures
• Experience with ticketing, PSA, RMM, remote-access, and knowledge-management platforms

Desirable Technical Experience

• HaloPSA
• N-able N-central
• ConnectWise ScreenConnect
• Passportal
• Cisco Meraki
• Cisco AnyConnect, Umbrella, and Duo
• SonicWall and Aruba networking
• Microsoft Defender and SentinelOne
• Darktrace
• Microsoft Teams Voice
• Google Workspace, ChromeOS, Google Chat, and Google Meet
• Hospitality technology environments, including PMS, POS, and payment terminals

Soft Skills

• Strong written and verbal English communication skills
• Excellent ticket documentation and escalation discipline
• Calm and methodical approach to high-priority incidents
• Ability to work independently and make sound technical decisions
• Proactive approach with the initiative to investigate beyond basic scripted troubleshooting
• Ability to learn unfamiliar technologies and adapt quickly across different customer environments
• Strong reliability, ownership, and accountability
• Comfortable collaborating with wider technical teams while working independently

Incident Support

• →Respond to incidents received through phone, email, customer portals, and RMM-generated cases
• →Provide technical support across user, endpoint, server, network, security, and cloud environments
• →Troubleshoot and resolve high-priority incidents involving account access, applications, printing, connectivity, PMS, POS, payment devices, and LAN/WLAN/WAN environments
• →Perform structured troubleshooting and capture comprehensive diagnostic information
• →Take ownership of incidents through resolution or appropriate escalation
• →Escalate issues beyond your technical capacity with complete and accurate handover information

Vendor & Supplier Management

• →Liaise with third-party vendors and suppliers through support portals and telephone channels
• →Follow up outstanding vendor tickets and technical issues
• →Coordinate with PMS, POS, Wi-Fi, connectivity, and other technology vendors where required
• →Maintain ownership and provide appropriate updates until issues are resolved or handed over

Proactive Monitoring & Support

• →Monitor client infrastructure and alerting platforms for high-priority incidents and potential service issues
• →Monitor UPS systems, ISP equipment, firewalls, switches, wireless infrastructure, and access points
• →Monitor user and administrator accounts, email systems, and security platforms
• →Investigate alerts indicating potential malicious activity or compromised accounts
• →Take appropriate proactive action in accordance with incident management and escalation procedures

User Administration

• →Perform routine user administration and access management activities
• →Create and manage shared mailboxes and distribution groups
• →Manage delegate permissions, user access, and relevant Microsoft Exchange and Google environment settings
• →Add and modify Microsoft 365 and Exchange licences
• →Grant file and SharePoint permissions
• →Apply or modify Conditional Access policies where authorised
• →Disable leaver accounts by revoking access in accordance with approved procedures
• →Follow all required approval processes before completing user administration tasks

Infrastructure Maintenance

• →Perform scheduled infrastructure maintenance activities
• →Complete Windows and server updates and patch deployments
• →Perform approved server restarts and post-maintenance service checks
• →Support VMware ESXi and Microsoft Hyper-V hosts where required
• →Ensure maintenance activities follow appropriate change, incident, and communication procedures

Documentation & Service Delivery

• →Maintain accurate ticket documentation, technical notes, and incident records
• →Follow incident, change, escalation, and communication procedures consistently
• →Maintain and use technical documentation, credentials, network diagrams, and knowledge articles
• →Communicate clearly with customers, colleagues, senior engineers, and stakeholders throughout incidents
• →Contribute technical knowledge, documentation, and ideas that improve service delivery and internal processes

How we take care of our team
💰 Get paid in Australian Dollars
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved ones