L3 Engineer (Network, System and Security)

About the Role
We are seeking an experienced and well-rounded L3 IT Support Engineer to join a growing international technology services team. In this role, you will provide advanced technical support across endpoint, server, network, security, and Microsoft cloud environments for a diverse client base.
You will take ownership of complex incidents, perform proactive infrastructure monitoring, manage user administration, support scheduled infrastructure maintenance, and collaborate with senior technical teams when escalation is required. This role is ideal for a technically capable engineer who can work independently, apply sound judgement, and consistently deliver a high standard of service.
About the Client
You will be working with an established UK-based technology management consultancy that helps organisations operate, secure, modernise, and transform their technology environments. The organisation combines responsive IT support with strategic technology leadership, proactive monitoring, cybersecurity, and long-term technology planning. Its customer-focused approach serves organisations across multiple industries and places strong emphasis on dependable service, transparent communication, and continual improvement.
Ideal Profile
Experience & Technical Expertise
Significant experience in an MSP, service desk, network operations, or multi-client IT support environment
Strong L3 troubleshooting capability across endpoints, servers, networks, and Microsoft cloud services
Proven experience managing high-priority incidents within defined service levels
Strong knowledge of Microsoft 365 and Windows desktop and server environments
Solid understanding of Active Directory and user administration
Strong networking knowledge covering TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls, switches, wireless networks, and remote connectivity
Experience with VMware ESXi and/or Microsoft Hyper-V
Strong understanding of server patching, maintenance, and restart procedures
Experience with ticketing, PSA, RMM, remote-access, and knowledge-management platforms
Desirable Technical Experience
HaloPSA
N-able N-central
ConnectWise ScreenConnect
Passportal
Cisco Meraki
Cisco AnyConnect, Umbrella, and Duo
SonicWall and Aruba networking
Microsoft Defender and SentinelOne
Darktrace
Microsoft Teams Voice
Google Workspace, ChromeOS, Google Chat, and Google Meet
Hospitality technology environments, including PMS, POS, and payment terminals
Soft Skills
Strong written and verbal English communication skills
Excellent ticket documentation and escalation discipline
Calm and methodical approach to high-priority incidents
Ability to work independently and make sound technical decisions
Proactive approach with the initiative to investigate beyond basic scripted troubleshooting
Ability to learn unfamiliar technologies and adapt quickly across different customer environments
Strong reliability, ownership, and accountability
Comfortable collaborating with wider technical teams while working independently
Responsibilities
Incident Support
Respond to incidents received through phone, email, customer portals, and RMM-generated cases
Provide technical support across user, endpoint, server, network, security, and cloud environments
Troubleshoot and resolve high-priority incidents involving account access, applications, printing, connectivity, PMS, POS, payment devices, and LAN/WLAN/WAN environments
Perform structured troubleshooting and capture comprehensive diagnostic information
Take ownership of incidents through resolution or appropriate escalation
Escalate issues beyond your technical capacity with complete and accurate handover information
Vendor & Supplier Management
Liaise with third-party vendors and suppliers through support portals and telephone channels
Follow up outstanding vendor tickets and technical issues
Coordinate with PMS, POS, Wi-Fi, connectivity, and other technology vendors where required
Maintain ownership and provide appropriate updates until issues are resolved or handed over
Proactive Monitoring & Support
Monitor client infrastructure and alerting platforms for high-priority incidents and potential service issues
Monitor UPS systems, ISP equipment, firewalls, switches, wireless infrastructure, and access points
Monitor user and administrator accounts, email systems, and security platforms
Investigate alerts indicating potential malicious activity or compromised accounts
Take appropriate proactive action in accordance with incident management and escalation procedures
User Administration
Perform routine user administration and access management activities
Create and manage shared mailboxes and distribution groups
Manage delegate permissions, user access, and relevant Microsoft Exchange and Google environment settings
Add and modify Microsoft 365 and Exchange licences
Grant file and SharePoint permissions
Apply or modify Conditional Access policies where authorised
Disable leaver accounts by revoking access in accordance with approved procedures
Follow all required approval processes before completing user administration tasks
Infrastructure Maintenance
Perform scheduled infrastructure maintenance activities
Complete Windows and server updates and patch deployments
Perform approved server restarts and post-maintenance service checks
Support VMware ESXi and Microsoft Hyper-V hosts where required
Ensure maintenance activities follow appropriate change, incident, and communication procedures
Documentation & Service Delivery
Maintain accurate ticket documentation, technical notes, and incident records
Follow incident, change, escalation, and communication procedures consistently
Maintain and use technical documentation, credentials, network diagrams, and knowledge articles
Communicate clearly with customers, colleagues, senior engineers, and stakeholders throughout incidents
Contribute technical knowledge, documentation, and ideas that improve service delivery and internal processes
How we take care of our team
💰 Get paid in Australian Dollars
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved ones