About Us
Emerging IT is one of Australia's most awarded Managed Service Providers, supporting over 280 businesses nationwide. We're a collaborative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.
We pride ourselves on doing IT differently: keeping things simple, human, and outcome-focused while continuously improving how we support our customers.
About the Role
We are looking for a Level 3 Service Desk Technician to join our Technical Support team in North Sydney. This is a senior, hands-on role acting as the escalation point for complex technical issues across our client base.
Reporting to the Technical Support Manager, you will resolve escalated tickets, deliver a premium service experience to clients, and mentor technicians across the wider business.
This role is ideal for an experienced Level 2/3 engineer with a strong MSP background who enjoys solving complex problems and sharing their knowledge with others.
Key Responsibilities
Own and resolve escalated technical support tickets
Troubleshoot complex issues across Microsoft 365, Azure, server, virtualisation, and network environments
Develop effective solutions quickly to meet client demands
Mentor and support Level 1 and Level 2 technicians across the business
Communicate clearly with clients, stakeholders, and internal teams on progress, deliverables, and deadlines
Ensure all tickets are documented accurately and managed within SLA requirements
Enter timesheets live and meet utilisation and performance metrics
Follow established processes and contribute to continuous improvement
About You
Proven experience at a senior support level within an MSP or IT services environment
Strong hands-on skills across:
Cloud: Microsoft 365, Azure
Virtualisation: VMware, Hyper-V
Networking: Cisco / Meraki, Aruba
Microsoft: Windows Server, SQL, Active Directory
ITIL v4 Foundation knowledge or experience
Strong problem-solving ability and sound judgement
Excellent organisational skills, with the ability to multitask and adapt to changing priorities
Works well both independently and as part of a team, and is happy to give and receive help
Excellent written and verbal communication skills
Desirable (Nice to Have)
Tertiary qualification in IT or a related field
Certifications such as MCSA, MCSE, CCNA, CCNP, ITIL4, or Azure Engineer/Architect
Experience mentoring or coaching junior technicians
Why Join Us
Work with a highly experienced MSP team
Exposure to a wide range of technologies and client environments
Dedicated time for training and ongoing professional development
Regular quarterly check-ins and an annual review to support your career growth
Supportive and collaborative team culture
How to Apply
If you're an experienced engineer who enjoys tackling complex problems and helping others grow, we'd love to hear from you.