Level 3 Microsoft Service Desk Engineer - Remote

As a Level 3 Service Desk Engineer your primary role is to deliver exceptional customer service. This role is suited for an experienced L3 Service Desk Engineer or Technical Support Engineer looking to also complete some project delivery work and develop into a Microsoft Project Engineer.

Key Responsibilities:

• First line and L3 escalated technical support (via telephone and email).

• Helpdesk ticket queue SLA management.

• Create customer walkthrough guides and internal Knowledge base articles.

• Microsoft 365 user management including Intune, Microsoft Security hardening, SharePoint & Teams administration.

• Troubleshooting & provisioning computers and network devices.

• Server Management and troubleshooting.

• Microsoft Azure and Azure Virtual Desktop management and troubleshooting.

• Patching & Backup management and troubleshooting.

• Some project-based work.

• Leverage automation to optimize recurring operational tasks

• Critical incident response and contribution to post-incident reportss.

• Microsoft 365 user management including Intune, Microsoft Security hardening, SharePoint & Teams administration.

About you:

• You have exceptional communication skills both written and verbal and understand the critical importance of empathy (and EQ).

• You have ability to think clearly under high pressure situations.

• You have excellent problem-solving skills.

• You’re great at re-prioritising based on escalations.

• You’re a continual learner who enjoys improving your skills and gaining certifications.

• You’re comfortable working remotely full-time.

Your Technical skills and experience:

You have recent experience troubleshooting and administering the following technologies.

• Microsoft 365 user management including SharePoint and Teams.

• Microsoft Active Directory and Azure Active Directory.

• Azure Virtual Desktop.

• Windows server infrastructure.

• Experience in delivering Microsoft based projects is desirable.

• Networking/SD-WAN experience is desirable.

• Microsoft Power Automate and PowerShell scripting is desirable.

Your Technical skills and experience:

• You have recent experience troubleshooting and administering the following technologies.

• Microsoft 365 user management including SharePoint and Teams.

• Microsoft Activity Directory and Azure Active Directory.

• Microsoft Intune and Endpoint Manager is desirable.

• Dealing/troubleshooting directly with technologies such as Conditional Access, Intune Policies, etc

Qualifications and Experience (desirable):

• Previous experience in an MSP is highly desirable.

• 5+ years in a client-face role.

• 5+ years’ experience as Service Desk or Technical Support Engineer in Australia.

• Must have 2 (or more) current Microsoft 365 or Azure certifications / Certificates such as MD-102 & AZ-104