Senior Support Engineer L3 — Melbourne CBD, Melbourne

New

Senior Support Engineer (Level 3) Tickbox is hiring! We’re looking for a technically strong, certified, and proactive Level 3 Support Engineer to join our Service Desk team. You’ll play a key role in resolving complex technical issues, leading by example, and mentoring more junior engineers. This is a hands-on, senior role suited to someone who thrives in a fast-paced MSP environment and understands the importance of both deep technical skill and strong communication. As a Senior Support Engineer, your key responsibilities will be: Acting as an escalation point for Level 1 and Level 2 engineers Taking ownership of complex support tickets across diverse environments Supporting Microsoft 365 including Exchange Online, SharePoint, Teams, Intune, and enforcing MFA policies Troubleshooting and managing Active Directory, DNS, DHCP, Group Policy, and on-prem/virtual server infrastructure Maintaining and monitoring backups and cloud-based services Responding to and managing cybersecurity alerts and vulnerabilities, ensuring security protocols are followed Supporting network and firewall configurations (VPNs, VLANs, routing, switching) Supporting endpoint protection, RMM tools, and remote support technologies Contributing to technical documentation and process improvement Participating in team stand-ups and sharing knowledge with the broader support team Engaging with clients and internal stakeholders with professionalism and clarity Tickbox is a hybrid working environment . We get together twice a week in our office , and otherwise can be found wherever in Australia we’d like to be - within the realms of good connectivity ! Need to job-share or looking for alternative work arrangements? Let’s chat! About You You’re a capable, self-driven engineer who knows how to tackle complex issues and guide others in the right direction. You have an eye for security, a passion for solving problems properly, and you’re confident dealing with escalations. You’re not afraid to dig deep, ask the right questions, and act as a technical leader within the team. Requirements Minimum 6 years’ experience in a service desk or MSP environment Strong experience supporting Microsoft 365 and Intune environments In-depth knowledge of Windows desktop and server infrastructure Solid understanding of networking concepts, firewalls, and VPNs Experience with backup platforms and endpoint security Familiarity with handling security events and vulnerability management Excellent documentation and communication skills Ability to manage multiple priorities and work independently or collaboratively Cloud certifications across Microsoft or AWS platforms are desirable (AZ-104, MS-100 etc) Highly Desirable Experience with Autopilot and remote device provisioning Familiarity with RMM and PSA platforms PowerShell scripting for automation or troubleshooting Experience supporting legal industry software or environments Experience working in an ITIL-aligned environment You must have the right to work in Australia without restriction. For more info about us, visit: www.tickbox.com.au