AI Job Summary
- 5+ years’ experience in an IT support, infrastructure, or engineering role within an MSP environment.
- Act as primary technical escalation point for complex client issues across incidents and service requests.
- Support and maintain Microsoft 365, Entra ID, Intune, Active Directory, Group Policy, and Windows Server.
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Role Type
On-site
- Permanent
- Full-time
- Mid-level Senior
Description
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 issues
- Troubleshoot and resolve advanced desktop, server, cloud, and networking incidents
- Support 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 infrastructure
- Assist with cloud networking, infrastructure, and security solutions
- Deliver both remote and onsite support across a diverse client portfolio
- Maintain high-quality documentation, ticket management, and client communication
- Collaborate with vendors and internal teams to drive timely resolution of critical issues
- Identify opportunities for remediation, optimisation, and continual improvement within client environments
- Mentor 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 environment
- Enjoy solving complex technical problems and taking ownership through to resolution
- Are confident working directly with clients and managing technical escalations
- Have excellent communication skills and can explain technical concepts clearly
- Enjoy mentoring others and contributing to a collaborative team culture
You’ll bring strong experience across:
- Microsoft 365, Entra ID and Intune
- Windows Server environments
- Active Directory and Group Policy
- TCP/IP, DNS, DHCP and VPN technologies
- Network troubleshooting and administration
- Backup and disaster recovery solutions
- Virtualisation 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 platforms
- Microsoft Azure
- Cloud networking and SD-WAN technologies
- Cybersecurity solutions and best-practice security frameworks
- PowerShell scripting and automation
- Microsoft, AWS, CompTIA or other industry certifications
- Microsoft Power Platform
What We Offer
- Competitive salary: we recognise your expertise
- Supportive, down-to-earth culture: collaboration and respect are at the core of our team
- Birthday leave: celebrate your day, on us
- Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
- Career 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.
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