IT Project Engineer, Level 3 - Veracity

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of 

Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About The Position

One of our operating companies, Veracity, is looking for an experienced IT Project Engineer, Level 3 to join their Service Desk team in Brisbane, Woolloongabba.

This role is suited to a highly technical professional who combines strong engineering skills with the ability to deliver projects, manage escalations, and provide technical leadership within the Service Desk.

Responsibilities:

• Resolve complex and escalated incidents across desktop, infrastructure, networking and Microsoft cloud environments
• Act as the senior escalation point for Level 1 and Level 2 consultants, taking ownership of high-impact and client-critical issues
• Lead troubleshooting across multi-system environments, identifying root causes and implementing long-term solutions
• Deliver small to medium technical projects, including planning, implementation and documentation
• Take accountability for project outcomes, ensuring work is delivered to scope, quality and timeframe expectations
• Contribute to client platform improvements across security, performance and reliability
• Provide guidance, mentoring and coaching to Level 1 and Level 2 consultants
• Lead or contribute to internal knowledge sharing, documentation, standards and best practices
• Maintain accurate technical documentation, including solution designs, implementation records and client environment updates
• Collaborate with Service Delivery and Consultancy teams to ensure seamless delivery across support and project work
• Support and participate in after-hours or major incident response where required
• High customer satisfaction and strong client relationships

Skills Required:

• 5+ years’ experience in an IT Level 3 support, systems engineering or similar technical role
• Proven experience managing complex technical issues and escalations
• Experience delivering technical projects or leading implementation activities
• Strong ability to prioritise work, manage competing demands and guide others
• Excellent communication skills, including the ability to manage client expectations and sensitive technical discussions
• A proactive mindset focused on continuous improvement, automation and optimisation
• A collaborative approach, with the ability to lead by example and support team success
• Advanced capability across Microsoft 365, including Exchange Online, Teams, SharePoint, Entra ID, Security & Compliance and Modern Work technologies
• Strong knowledge of identity, access and security controls, including MFA, Conditional Access, Purview and endpoint security
• Strong experience with Windows Server and endpoint environments, including Active Directory, Group Policy, patching and backup
• Experience with Microsoft Azure and hybrid cloud environments
• Good understanding of backup, disaster recovery and business continuity concepts

Desirable:

• Strong networking capability, including firewalls, routing, VPNs, segmentation and complex network troubleshooting
• Experience with Fortinet, Ubiquiti and Cisco Meraki technologies
• Experience with AI technologies, including building AI agents, MCP servers, AI platforms and related toolsets
• Relevant industry certifications such as Microsoft, ITIL or equivalent
• Advanced or specialist certifications, particularly Fortinet or Cisco
• Full Australian driver’s licence

Benefits:

• Ongoing investment in learning and professional development
• A clear progression pathway
• Modern office environment with on‑site undercover parking