Level 3 Service Desk Engineer

Level 3 Service Desk Engineer | Sydney

Lead technical outcomes. Solve complex challenges. Help clients get more from their technology.

As a Level 3 Service Desk Engineer, you'll be a trusted technical expert, working across diverse client environments and helping resolve complex infrastructure, cloud, networking, and security challenges.

This is an opportunity to join a growing national MSP where you'll take ownership of high-level technical escalations, mentor engineers, and play a key role in delivering exceptional outcomes for clients.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers. We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.

Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first, our clients and our team.

The Role

We're looking for a Level 3 Service Desk Engineer to join our Sydney team.

As a senior member of our technical team, you'll act as the primary escalation point for complex incidents and service requests while helping maintain the stability, security, and performance of our clients' environments.

You'll work across a broad range of technologies and play an important role in supporting, mentoring, and developing junior engineers.

In This Role, You'll

Act as the primary technical escalation point for complex client issuesTroubleshoot and resolve advanced desktop, server, cloud, and networking incidentsSupport and maintain Microsoft 365, Entra ID, Intune, Active Directory, Group Policy, and Windows Server environments Work hands-on with firewalls, routers, switches, VPNs, and network infrastructureAssist with cloud networking, infrastructure, and security solutionsDeliver both remote and onsite support across a diverse client portfolioMaintain high-quality documentation, ticket management, and client communicationCollaborate with vendors and internal teams to drive timely resolution of critical issuesIdentify opportunities for remediation, optimisation, and continual improvement within client environmentsMentor and support Level 1 and Level 2 engineers, sharing knowledge and technical expertise

About You

You'll thrive in this role if you:

Have 5+ years' experience in an IT support, infrastructure, or engineering role within an MSP environmentEnjoy solving complex technical problems and taking ownership through to resolutionAre confident working directly with clients and managing technical escalationsHave excellent communication skills and can explain technical concepts clearlyEnjoy mentoring others and contributing to a collaborative team culture

You'll Bring Strong Experience Across

Microsoft 365, Entra ID and IntuneWindows Server environmentsActive Directory and Group PolicyTCP/IP, DNS, DHCP and VPN technologiesNetwork troubleshooting and administrationBackup and disaster recovery solutionsVirtualisation technologies such as VMware and Hyper-V

Experience with any of the following will be highly regarded:

WatchGuard, Meraki, Ubiquiti, Palo Alto or similar firewall platformsMicrosoft AzureCloud networking and SD-WAN technologiesCybersecurity solutions and best-practice security frameworksPowerShell scripting and automationMicrosoft, AWS, CompTIA or other industry certificationsMicrosoft Power Platform

What We Offer

Competitive salary: we recognise your expertiseSupportive, down-to-earth culture: collaboration and respect are at the core of our teamBirthday leave: celebrate your day, on usWellbeing leave: take up to two days from your personal leave each year to focus on your wellbeingCareer pathways into technical leadership, projects, architecture, and specialist engineering roles

Why Join efex?

This is more than a support role. It's an opportunity to become a trusted technical leader within a growing national MSP.

You'll work on challenging technical problems, help shape client outcomes, mentor emerging engineers, and continue developing your expertise across modern infrastructure, cloud, networking, and security technologies.

If you're looking for a role where your technical skills and experience will make a genuine impact, we'd love to hear from you.

Please note: All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.