Service Desk Engineer (Level 2/3)

RawTech Group | International Towers, Barangaroo, Sydney NSW | Full time

RawTech Group is an Australian owned and operated MSP, and our positioning is simple: we are our clients' IT department. We're looking for a senior technician who owns problems end to end across multiple client environments. You'll be the escalation point our service desk trusts, the engineer clients ask for by name, and a key part of lifting the whole team's capability. We measure resolution quality, documentation and client outcomes, not tickets closed per hour.

This role is not for you if your instinct on a hard problem is to escalate and move on, or you treat documentation as someone else's job. If you're the person who digs until the root cause is dead, keep reading.

We've managed IT for small, medium and growing businesses since 2009: end-to-end IT support, cybersecurity, cloud services and Privacy Act compliance, built on long-term client partnerships and a proactive approach. We work from International Towers at Barangaroo and support clients across Sydney.

Our stack is deliberately standardised (Microsoft 365 and Azure, Intune and Jamf managed endpoints, Halo PSA), so you spend your time engineering, not deciphering fifty snowflake environments. We're also building out an AI and automation practice on top of the managed services base, and our engineers get real exposure to that work.

Reporting to the Service Desk Team Leader, you'll act as the senior technical escalation point across our managed clients, keep us on the right side of our SLAs, and balance reactive support with proactive maintenance and service improvement.

• Own Level 2 and 3 incidents and service requests end to end, within SLA, across multiple client environments

• Provide advanced remote support and on-site support at client sites across Sydney metro

• Mentor junior engineers and coach them so the same ticket doesn't come back

• Perform root cause analysis and problem management, closing recurring issues out permanently

• Assist with onboarding new clients, including environment reviews and standardisation

• Design, implement and support approved MSP-aligned solutions

• Maintain documentation other engineers actually use, and work with the Team Leader on service improvement

• 3 to 5+ years in an MSP or multi-client environment, comfortable context-switching between different networks, documentation standards and security postures

• Advanced troubleshooting across workstation, server and network, with solid fundamentals in IP networking, DNS, DHCP, VLANs and firewalls

• Strong hands-on Active Directory, Group Policy and identity management, plus advanced Microsoft 365 administration and exposure to Google Workspace

• Experience supporting macOS and iOS in business environments

• A solid grounding in security: malware remediation, endpoint protection and sensible client hygiene

• Backup, disaster recovery and business continuity experience in an MSP context, and working knowledge of Hyper-V or VMware

• Experience with managed or hosted VoIP platforms

• Disciplined ticket and SLA habits, and the communication skills to explain a root cause to a CFO without jargon

• Australian citizenship or permanent residency (required), plus a current driver's licence for client site visits

• Bachelor’s Degree in Information Technology, Computer Science, or equivalent experience

• Microsoft certifications (e.g. AZ-900, MS-900, SC-900, or higher-level Azure/M365 certifications)

• ITIL Foundation certification (highly regarded in MSP environments)

• A supportive, technically strong team that invests in its people, tools and processes

• Genuine career growth into senior, projects, security or automation pathways

• Real exposure to our growing AI and automation practice, not just the ticket queue

• An office at International Towers, Barangaroo: a short walk from Wynyard via the Wynyard Walk, on the waterfront, surrounded by good coffee

Send your CV plus a short note describing the most interesting problem you've ever root-caused. Applications without the note won't be shortlisted. We reply to every applicant.

Job Type: Full Time

Eligibility: Australian citizenship or permanent resident status is required.