The L3 Senior Engineer is accountable for resolving incidents requiring deep technical expertise, managing operational tooling that enables service delivery, systematically building lower-tier capability to reduce escalation dependency, and delivering billable technical work including project assignments and specialist service requests. The role exists to address issues beyond L2 scope, maintain platform stability, transfer knowledge and capability downward through the support tiers, and contribute technical expertise to client onboarding and infrastructure deployment projects.
The role strengthens the service system by enabling L1 and L2 teams to resolve increasingly complex work independently, eliminating repeat escalations through permanent solutions and capability transfer, maintaining the operational health of service delivery platforms, and ensuring seamless handover of project deliverables to support teams. Decisions made at L3 directly influence platform stability, team self-sufficiency, client confidence, and the sustainability of delivered solutions.
Key Accountabilities
Operational Service Delivery
- Assigned incidents are resolved within SLA through systematic diagnosis and deep technical expertise.
- Solutions address root causes permanently rather than applying temporary workarounds.
- Resolution approaches enable future lower-tier resolution through knowledge capture, automation, process refinement, or access provisioning.
- Major incidents reach swift resolution through authoritative technical direction and effective stakeholder communication.
- Billable service requests (IMACs) requiring specialist knowledge are delivered within agreed timeframes with accurate billing/timesheeting records.
- Escalation decisions maximise internal resolution capability whilst recognising appropriate boundaries for vendor engagement.
- Clients receive clear, technically accurate explanations of changes, root causes, and expected outcomes.
- Platform stability is maintained through proactive monitoring, preventative actions, and early identification of potential failures.
- May be required to participate in on-call rotation to provide after-hours support for escalated incidents and maintain service continuity
Project Delivery
- Project technical deliverables meet quality standards and timeline commitments.
- Managed services operations remain unaffected by project go-lives through complete knowledge transfer and adherence to handover requirements.
- Post-deployment early life support enables sustainable transition to BAU through systematic pattern capture and knowledge transfer.
- Project time is accurately logged with sufficient detail to support client billing and budgetary accountability
Presales & Solution Feasibility
- Proposed solutions are assessed for technical feasibility, operational supportability, and alignment with existing platform capabilities.
- Technical discovery sessions are supported with deep platform expertise to ensure accurate scoping of client environments, risks, and integration requirements.
- Effort and complexity estimates for project scoping and quoting reflect realistic technical assessment rather than optimistic assumptions.
- Client-facing presales engagements are supported with professional technical representation that builds client confidence in delivery capability
Platform Operational Ownership
- Service delivery platforms (RMM, monitoring, backup, security tools) remain operationally stable and effectively support managed services delivery.
- Customer organisations, policies, and platform configurations enable efficient service delivery and meet operational requirements.
- Platform health and effectiveness are maintained in collaboration with Tools Lead, ensuring alignment with service delivery needs.
- Platform deficiencies and capability gaps are identified early and escalated with complete context to enable strategic resolution.
Change Management
- All customer environment changes are properly assessed, approved, documented, and communicated before implementation.
- Service disruption is minimised through effective change planning, risk assessment, and rollback capability.
- Platform-level changes meet documentation standards, security protocols, and audit requirements.
- Emergency changes during P1/P2 incidents balance immediate remediation needs with proper governance and documentation. Professional Development & Continuous Improvement
Problem Management
- Repeat escalations and systemic issues are eliminated through root cause analysis and implementation of permanent solutions including process changes, tooling enhancements, automation, and knowledge capture.
- Systemic failures are identified and addressed to prevent recurrence
Personal Performance & Professional Standards
- Maintain and grow specialist technical capability relevant to supported platforms through continuous learning and practical application.
- Personal Goals & Objectives are achieved as defined in the Staff Enablement Model.
- Continuous Service Improvement initiatives are led that deliver measurable operational improvements.
- Company values are demonstrated through honest communication, genuine ownership, and creating a psychologically safe environment.
- Collaborative relationships are maintained with Engineering Team Leader, Service Management Lead, Head of Technical Operations and Head of Delivery.
Skills & Qualifications:
- Proven experience (5-7 years minimum) in senior technical support or engineering roles with demonstrated mastery of platform-level troubleshooting, infrastructure design, and systematic problem resolution across enterprise environments.
- Deep specialist knowledge in at least one core domain: Infrastructure (virtualisation, storage, backup, disaster recovery), Networking (routing, switching, firewall, SD-WAN), Cloud Platforms (Azure, M365, hybrid architectures), or Security (endpoint protection, identity management, threat detection).
- Strong understanding of ITSM frameworks (ITIL required) with practical experience in incident management, problem management, change management processes, and major incident response including technical leadership roles.
- Demonstrated capability in operational tool management including RMM platforms, monitoring solutions, backup platforms, and security tools with evidence of policy creation, platform customisation, and organisational administration.
- Advanced vendor engagement experience including ability to escalate complex technical issues, drive vendor cases to resolution with complete diagnostic data, and engage in architectural discussions with vendor technical teams.
- Advanced certifications demonstrating deep platform expertise: Microsoft Certified: Solutions Expert level (infrastructure or modern desktop), Azure Solutions Architect, AWS Solutions Architect, CCNP, or equivalent specialist-level platform certifications, plus ITIL 4 Foundation as minimum baseline.
- Preferred certifications or experience include advanced Microsoft security certifications (SC-200, SC-300), specialist vendor certifications (Veeam, VMware, Fortinet, Palo Alto), or demonstrable equivalent expertise through documented platform implementations in MSP environments.
Personal Qualities & Attributes:
- Models our organisational values by demonstrating honesty in all interactions, taking genuine ownership of outcomes even when issues are challenging, and fostering a psychologically safe environment where asking questions is encouraged and learning from mistakes is normalised.
- Exceptional communication skills including ability to explain complex platform architecture to varied audiences (L1/L2 engineers, clients, vendors, management, project teams), document sophisticated solutions clearly, and facilitate technical discussions that drive toward permanent resolution.
- Strategic thinking and architectural problem-solving capability shown through identification of systemic patterns, design of permanent solutions rather than workarounds, proactive identification of platform deficiencies before they cause major impact, and ability to balance immediate fixes with long-term sustainability.
- Strong capability transfer mindset demonstrated through systematic enablement of lower tiers, ability to coach without taking over, and genuine commitment to reducing team dependency on specialist knowledge.
- Deep technical curiosity and learning agility evidenced by proactive exploration of new platforms, willingness to experiment and learn from failures, systematic approach to building specialist knowledge, and ability to quickly acquire competency in unfamiliar technologies when operational or project needs require.
- Technical leadership through influence and expertise rather than authority, demonstrated by ability to guide architectural decisions, build consensus on solution approaches, drive improvement initiatives, and earn respect through deep platform competency and collaborative approach.
- Exceptional resilience and composure under pressure particularly during major incidents or complex platform failures, maintaining systematic diagnostic approach even under extreme time pressure, and supporting both clients and team members effectively during high-stress situations.
- Capacity for independent work at platform level while knowing when to engage broader expertise, managing complex technical challenges without constant oversight, and identifying systemic issues proactively rather than waiting for escalation or direction.
- Learning agility and growth mindset evidenced by seeking feedback on platform solutions, incorporating lessons learned into future approaches, using each complex incident as opportunity to expand knowledge, and actively contributing to organisational knowledge base.
- Strong collaboration and partnership skills reflected in freely sharing specialist knowledge with colleagues, supporting project teams during deployments, contributing constructively to cross-functional problem-solving, and maintaining productive relationships across organisational boundaries.
- Sound judgement and integrity demonstrated through appropriate escalation decisions based on platform capability and client impact, protecting client information and maintaining confidentiality, ensuring seamless handover of project deliverables to support teams, and aligning decisions with organisational values and service commitments.
How to Apply
Please send your CV to kristen.brinker@infotrust.com.au.
