Senior IT Support Engineer – Level 3 - Sunshine Coast

Senior IT Support Engineer – Level 3

Network Office Sunshine Coast | Sunshine Coast, QLD | Full-Time

Managed IT Services | Cloud Infrastructure | Cybersecurity | Migrations & Projects

About Network Office

Network Office is a progressive, innovative and growing Managed IT Services Provider (MSP) based on the Sunshine Coast.

We're not your typical IT company. We're agile, forward-thinking and passionate about using cutting-edge technology to deliver exceptional IT solutions and customer experiences.

Our focus is on proactive IT management, cybersecurity, cloud solutions, automation and helping businesses get the most from their technology.

We're looking for a highly capable Level 3 Senior IT Support Engineer who thrives on solving complex technical challenges, delivering successful IT projects and continuously finding smarter ways to do things.

If you're passionate about technology, enjoy taking ownership and want to work for an MSP that embraces innovation rather than outdated processes, we'd love to hear from you.

About the Role

As a Senior IT Support Engineer (Level 3), you'll play an important technical role within our Managed Services team.

You'll be responsible for resolving complex escalations, maintaining and improving client infrastructure, and leading the technical implementation of IT projects and migrations.

This is a hands-on position requiring strong technical expertise, excellent problem-solving abilities and the confidence to independently manage complex client environments.

You'll work across a diverse range of technologies, with opportunities to contribute to automation, AI adoption and continuous service improvement.

This role combines advanced technical support, systems engineering, migrations and project implementation.

Key Responsibilities

1. Advanced Technical Support & Escalations

• Provide Level 3 technical support across multiple managed client environments.
• Take ownership of complex technical escalations from Level 1 and Level 2 technicians.
• Diagnose and resolve advanced networking, server, cloud, Microsoft 365 and cybersecurity issues.
• Investigate recurring technical problems and implement permanent solutions.
• Perform root-cause analysis and proactively identify potential system failures.
• Manage critical incidents, minimise downtime and ensure effective communication with clients.
• Provide technical guidance and mentoring to junior technicians.
• Maintain high standards of client service, ticket management and technical documentation.

2. Migrations & Project Implementation

• Plan, manage and execute IT infrastructure, cloud and systems migration projects from initial scoping through to successful completion.
• Lead Microsoft 365 migrations, including Exchange Online, SharePoint, OneDrive and Teams.
• Perform tenant-to-tenant migrations, email platform migrations and on-premises to cloud transitions.
• Design and implement new IT infrastructure, including servers, networking, firewalls, wireless solutions and endpoint deployments.
• Manage server upgrades, virtualisation migrations and infrastructure modernisation projects.
• Deploy and configure Microsoft Entra ID, Intune, Autopilot and Microsoft 365 environments.
• Implement cybersecurity solutions, backup systems and disaster recovery platforms.
• Deliver business telephony and VoIP implementations, including 3CX.
• Develop project plans, technical scopes, migration strategies and implementation schedules.
• Coordinate with clients, vendors and internal teams to ensure projects are delivered efficiently and with minimal business disruption.
• Perform pre-migration assessments, testing, cutover planning and post-implementation validation.
• Troubleshoot and resolve technical issues arising during migrations and deployments.
• Maintain accurate project documentation, system configurations and handover records.
• Ensure completed projects are successfully transitioned into ongoing managed services support.
• Take technical ownership of project outcomes, ensuring delivery meets agreed timelines, budgets and quality standards.

3. Microsoft Cloud & Infrastructure

• Design, deploy, maintain and troubleshoot Microsoft 365 environments.
• Administer Microsoft Entra ID, Active Directory, Group Policy and hybrid identity environments.
• Configure and manage Microsoft Intune, Autopilot and endpoint compliance policies.
• Administer Microsoft Defender, Exchange Online, SharePoint and Teams.
• Manage Windows Server environments, virtualisation technologies and storage solutions.
• Support Microsoft Azure infrastructure and cloud services.
• Implement and maintain backup, disaster recovery and business continuity solutions.
• Proactively monitor and optimise client infrastructure performance, availability and security.

4. Networking & Cybersecurity

• Configure, manage and troubleshoot business-grade firewalls, switches, wireless networks and VPNs.
• Diagnose advanced TCP/IP, DNS, DHCP, VLAN, routing and network performance issues.
• Design and implement secure and reliable networking solutions.
• Deploy and manage endpoint security, EDR/MDR and threat protection solutions.
• Assist with cybersecurity incidents, investigations and remediation.
• Conduct security assessments and identify vulnerabilities across client environments.
• Implement cybersecurity best practices aligned with the Australian Essential Eight.
• Proactively recommend improvements to strengthen client security and resilience.

5. MSP Systems, Automation & AI

• Work within our core MSP platforms, including HaloPSA, Hudu and CIPP.
• Maintain accurate service tickets, time entries and technical documentation.
• Identify opportunities to streamline service delivery and eliminate repetitive tasks.
• Develop and maintain PowerShell scripts and automated workflows.
• Utilise Microsoft Graph APIs and other integrations to improve operational efficiency.
• Assist with the implementation of AI-powered tools and service desk automation.
• Standardise client environments to improve consistency, security and supportability.
• Contribute ideas for improving our managed services technology stack.
• Help reduce recurring support tickets through proactive engineering and automation.

6. Documentation, Teamwork & Continuous Improvement

• Maintain comprehensive and accurate client documentation in Hudu.
• Develop and improve technical procedures, system standards and knowledge-base articles.
• Mentor and support Level 1 and Level 2 technicians.
• Collaborate with the broader team to improve service delivery and operational efficiency.
• Identify recurring technical issues and implement long-term solutions.
• Contribute to technical planning, innovation and continuous improvement initiatives.
• Communicate professionally and effectively with clients, stakeholders and internal teams.

Skills & Experience

Essential Requirements

• Minimum 5 years' experience in IT infrastructure, systems engineering or technical support, including significant Level 3 responsibilities.
• Previous experience working within a Managed Service Provider (MSP) environment.
• Demonstrated experience independently planning and delivering IT migrations and infrastructure projects.
• Advanced Microsoft 365 administration, deployment and troubleshooting experience.
• Strong knowledge of Microsoft Entra ID, Active Directory, Intune and Group Policy.
• Experience migrating Microsoft 365 environments, email platforms and server infrastructure.
• Advanced Windows Server and Windows desktop troubleshooting skills.
• Strong networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs and firewalls.
• Experience with virtualisation technologies such as Hyper-V or VMware.
• Experience implementing and managing backup and disaster recovery solutions.
• Strong understanding of cybersecurity principles, endpoint protection and security best practices.
• Proficiency with PowerShell scripting and automation.
• Experience working with PSA, RMM and IT documentation platforms.
• Ability to independently troubleshoot and resolve complex technical problems.
• Strong organisational skills and the ability to manage multiple priorities and projects.
• Excellent written and verbal communication skills.
• A customer-focused attitude and strong sense of ownership.
• Current Australian driver's licence.

Highly Desirable

• Experience with HaloPSA, Hudu and CIPP.
• Experience with Microsoft Azure and hybrid cloud infrastructure.
• Experience with Microsoft Graph API and advanced PowerShell automation.
• Knowledge of AI tools, intelligent agents and workflow automation.
• Experience implementing and supporting 3CX or other business VoIP solutions.
• Experience with Ubiquiti, Fortinet, Sophos or similar networking platforms.
• Experience with Microsoft Defender for Endpoint and Microsoft security products.
• Knowledge of the Australian Essential Eight cybersecurity framework.
• Microsoft certifications such as AZ-104, MS-102 or MD-102.
• Experience managing client-facing technical projects from initial scope through to completion.
• Experience mentoring junior technical staff.

About You

We're looking for someone who is technically capable, motivated and takes genuine pride in their work.

You'll be someone who:

• Takes ownership: You see problems through to resolution and take accountability for outcomes.
• Thinks beyond the ticket: You focus on identifying root causes and preventing problems from happening again.
• Enjoys project work: You're confident planning and implementing complex technical solutions.
• Embraces innovation: You're excited about emerging technologies, automation and AI.
• Is proactive: You identify improvements before they become problems.
• Works independently: You're comfortable making technical decisions and managing your workload.
• Supports the team: You enjoy sharing knowledge and helping junior technicians grow.
• Understands business: You appreciate the importance of efficiency, productivity and commercial outcomes.
• Puts clients first: You understand that great IT support is about delivering outstanding customer experiences.

What Success Looks Like

Success in this role will be measured by:

• Efficient resolution of complex Level 3 technical issues.
• Successful delivery of IT migrations and implementation projects.
• High standards of technical documentation and system configuration.
• Reduction in recurring incidents and preventable support tickets.
• Strong client satisfaction and professional communication.
• Improvements in service delivery through automation and standardisation.
• Positive contribution to the technical development of the broader team.
• Consistent ownership, accountability and quality of work.

What We Offer

• Competitive salary package based on experience and capability.
• Full-time position based on the Sunshine Coast.
• Opportunity to work with modern technologies and innovative solutions.
• A supportive, progressive and forward-thinking working environment.
• Genuine autonomy and ownership of technical responsibilities.
• Exposure to diverse client environments and challenging technical projects.
• Professional development and certification opportunities.
• Opportunity to contribute to automation, AI and the future of managed IT services.
• Career development opportunities within a growing MSP.
• A team that values initiative, innovation and continuous improvement.

Why Join Network Office?

At Network Office, we believe the IT industry is changing rapidly, and we want to be at the forefront of that change.

We're focused on building a smarter, more efficient and innovative Managed IT Services business.

We don't believe in doing things a certain way simply because that's how they've always been done.

We value people who challenge traditional thinking, embrace emerging technologies and genuinely care about delivering exceptional outcomes.

You'll have the opportunity to work on a wide variety of technical challenges, implement exciting projects and make a real contribution to the direction of our business.

If you're an experienced Level 3 engineer looking for a role that combines technical challenges, project delivery, innovation and career development, we'd love to hear from you.

Apply Now

Please submit your resume and a brief cover letter outlining your technical experience, MSP background and experience delivering IT migrations and infrastructure projects.

We look forward to hearing from you!