About the Role

We are seeking an experienced L3 - Systems Engineer to deliver advanced technical support and engineering services across customer environments and internal business divisions.

In this role, you will take ownership of third-level technical escalations, combining proactive and reactive engineering to maintain the availability, reliability, and performance of critical IT infrastructure.

You will play a key role in improving service delivery through automation, systemisation, and continuous improvement. By developing repeatable solutions and reducing manual processes, you will help minimise recurring technical issues and create opportunities for more proactive engineering.

You will also contribute to Managed Services customer deployments, infrastructure projects, and internal initiatives, ensuring reliable technology environments and high-quality service outcomes.

About the Client

You will be working with an established Australian technology services provider specialising in managed IT services, cloud solutions, cybersecurity, communications, automation, data, and AI.

The organisation partners with businesses to design, implement, manage, and optimise their technology environments. With a strong focus on customer relationships and reliable technology solutions, it is committed to delivering services that support business performance and long-term success.

Ideal Profile

Experience and Technical Background

8+ years of experience delivering technical support within a systems integration or managed services environment.

At least 4 years of experience working in a Level 3 engineering capacity.

3+ years of experience delivering ICT projects.

Industry certifications across multiple vendor technologies, including Cisco, Microsoft, and VMware.

A sound understanding of ITIL frameworks and service management principles.

Technical Skills and Systems

Strong working knowledge of Cisco, Microsoft, and VMware technologies.

Experience installing, configuring, testing, and maintaining operating systems, applications, and system management tools.

Proficiency in infrastructure monitoring and management platforms.

Knowledge of security, backup, and redundancy solutions.

Ability to develop and maintain custom scripts to automate processes and improve system efficiency.

Experience using ITSM platforms to document engineering activities and service delivery work.

Desirable Experience

Previous experience supporting pre-sales activities.

Communication and Professional Skills

Excellent written and verbal communication skills.

Strong time management, prioritisation, and effort-tracking capabilities.

Ability to mentor technical colleagues and collaborate effectively across service delivery teams.

A proactive approach to problem-solving, process improvement, and customer service.

Performance and Success Measures

Consistently deliver efficient Managed Services and high-quality engineering outcomes.

Maintain or exceed customer satisfaction and quarterly Net Promoter Score targets.

Support customer infrastructure availability targets of at least 99.5% uptime per calendar month.

Resolve incidents and service requests within agreed service-level targets.

Maintain and renew relevant industry certifications.

Identify opportunities to reduce repetitive tasks, minimise rework, and improve service delivery through automation and standardisation.

Responsibilities

Deliver high-quality engineering tasks assigned by management, escalated through the Service Operations Centre (SOC), identified through monitoring tools, or raised through engineering feedback.

Resolve complex technical escalations from Level 1 and Level 2 SOC engineers.

Perform proactive and reactive Level 3 engineering activities across customer environments.

Provide additional technical support and engineering coverage within the SOC when required.

Deliver Managed Services projects in collaboration with the Project Management Office (PMO).

Monitor, analyse, and review infrastructure monitoring platforms to maintain system performance and reliability.