Senior Helpdesk Engineer (SA)

Purpose of Position

As a Senior Helpdesk Engineer (L3), you are the highest technical escalation point on our service desk. You take ownership of our most complex technical challenges. Working across our full technology stack, you apply expertise to resolve escalated incidents,  

Beyond the everyday, you work to raise the technical standard of the service desk & client’s tech, you’ll also have the opportunity to mentor junior engineers, build knowledge-based articles, drive problem management initiatives, develop technical solutions and share ideas on improvements that can be made to supported technical environments. 

This is a role for someone with broad and genuine technical depth; who takes pride in delivering high-quality work, whilst also enjoying coaching and mentoring others, along with strong documenting skills, and the ability to communicate clearly and effectively with both technical and non-technical stakeholders.  

Main Duties and Responsibilities

Provide Quality Customer Service 

• Committed to providing exceptional customer service through all communication channels, including written, telephone and face-to-face interactions. 
• Contact client’s promptly where communication is required, ensuring clients are kept up to date with progress on their works. 
• Seek out opportunities to go beyond your day-to-day role, ensuring all parts of a request are delivered and proactively giving support where needed.  
• Appropriately and efficiently organise and prioritise assigned work, ensuring SLAs and KPIs are maintained. 
• Demonstrate excellent attention to detail in all written and verbal communications with others, including internal and external documentation. 

Deliver High-Quality Technical Outcomes

• Serve as the final (L3) escalation point, resolving complex incidents and service requests escalated from L1/L2 across multiple clients.  
• Own management of Problem tickets, identifying & proposing root cause solutions to recurring or high-risk issues. 
• Liaise with vendors and third parties to find the best solution for our clients. 
• Perform maintenance, patching, and upgrades on systems to ensure great performance & reliability. 

Cloud & Microsoft 365 

• Administer and troubleshoot Microsoft 365: including Exchange Online, SharePoint, OneDrive, Teams, and Purview.  
• Manage identity and access: Entra ID (Azure AD), Conditional Access, MFA, SSO, and licensing.  
• Support endpoint management: via Microsoft Intune & Endpoint Manager, policies, compliance, app deployment, and Autopilot.  

Networking & Security 

• Troubleshoot and configure firewalls, routing, switching, VLANs, VPNs, and Wi-Fi systems across multiple vendors. 
• Apply security controls: aligned to the ACSC Essential Eight and SMB1001, including MFA, patching, application control, and privileged access management.  
• Respond to security alerts: from EDR/MDR systems. Identifying and implementing the best course of action. 
• Provide recommendations: Identify risks to client’s environments, document and provide remediation recommendations. 

Virtualisation & Server Infrastructure 

• Administer Windows Server: Active Directory, Group Policy, DNS, DHCP, and file/print services.   
• Support virtualisation platforms: VMware and Microsoft Hyper-V.   
• Manage backup & restoration: Resolution of failed backups, restoring failed systems to known good states.   
• Tune Monitoring: advise and implement strategies & tweaks to monitoring systems to improve uptime & response to detected events. 

Desktop Support 

• Resolve complex escalated issues: complex hardware and software faults 
• Manage software deployments: through automated tooling. 
• Conduct root cause analysis: for recurring issues. 

Stakeholder & Mentoring 

• Proactively learn and remain current and accredited in key technologies. 
• Collaborate with Level 1 & 2 technicians to provide guidance, share knowledge, assisting and supporting their professional development. 
• Develop knowledge base & technical documentation suitable to guide Level 1/2 technicians to perform complex works. 
• Take accountability over a select group of clients. Build relationships with key contacts and become a SME for the client. Liaise with the Account Management team with identified opportunities to improve the client’s ICT environment. 
• Feed lessons learned back into internal standards, standard operating procedures, and client documentation.  
• Assist the Service Delivery Lead & Team Leaders with internal reviews & projects. 
• Support other departments, such as projects and workshop, as required. 

Skills & Competencies 

Technical Skills & Experience 

Essential 

• 4+ years in an IT support role, with at least 2 years at senior level, preferably within an MSP. 
• Excellent troubleshooting skills and methodology. 
• Strong ability to prioritise and document work based on empathy with client needs and technical judgment. 
• Ability to translate complex concepts clearly to all stakeholders with varying levels of technical expertise. 
• Strong & broad knowledge across the required technical stacks; M365, Server Infrastructure, Networking & Security. 
• Solid networking and firewall troubleshooting — DNS, DHCP, routing, switching, VLANs, and VPNs.  
• Good understanding of Cyber Security fundamentals. 
• Backup and disaster-recovery administration and recovery testing. 
• Full Australian working rights and a current driver’s licence (occasional client-site travel).  

Highly Regarded 

• Relevant vendor certifications or experience (see matrix below).  
• Understanding and experience of cyber security frameworks, such as ISO 27001, ACSC Essential 8, SMB1001. 
• PowerShell scripting and automation.  
• Experience with MSP tooling; such as ITGlue, HaloPSA, N-central RMM. 
• Familiarity with ITIL service management concepts: service request; incident, problem, and change management. 
• Relevant Industry certifications: 

Cloud & M365: Microsoft MS-102, AZ-104  

Desktop/Cloud Management: MD-102 

Identity & Security: SC-200 / SC-300, CompTIA Security+ 

Networking: Fortinet NSE 4+, Cisco CCNA, Meraki CMNA, Ubiquiti, Cambium Networks, CompTIA Network+ 

Virtualisation & Server: VMware VCP-DCV, Microsoft Windows Server certifications (or legacy Desk MCSA/MCSE)   

Service Management: ITIL 4 Foundation