Level 3 Service Desk Engineer – Infrastructure & Networking
Salary: $90,000 – $130,000 per year
Senior networking role | Cisco & Juniper/Mist | Enterprise environment
Emerging IT is looking for a technically strong Level 3 Service Desk Engineer to join our Technical Support team.
This is a senior escalation role for someone who can go well beyond traditional desktop support. You'll be responsible for diagnosing and resolving complex networking and infrastructure issues within a large enterprise environment, working across network, security, Microsoft and virtualisation technologies.
We're particularly interested in engineers with strong hands-on networking experience who are confident troubleshooting complex issues across routing, switching, VLANs, VPNs, wireless and network connectivity.
The role
You'll act as a Level 3 escalation point for complex incidents and provide technical support across a dedicated enterprise environment.
Your responsibilities will include:
Owning complex Level 3 networking and infrastructure incidents from investigation through to resolution
Troubleshooting enterprise LAN/WAN environments, routing, switching, VLANs, TCP/IP, DNS, DHCP and VPN connectivity
Supporting and troubleshooting Cisco network environments, with exposure to Juniper/Mist, Meraki and Aruba highly regarded
Diagnosing complex connectivity issues across switches, routers, wireless and network services
Troubleshooting firewall and network security issues, including Fortinet and Palo Alto environments
Performing packet-level and network-layer troubleshooting where required
Investigating recurring incidents, performing root cause analysis and implementing permanent fixes
Supporting network upgrades, configuration changes and infrastructure projects
Working with vendors, network teams and client stakeholders during major or complex incidents
Providing technical guidance and escalation support to Level 1 and Level 2 engineers
Documenting solutions, known issues, troubleshooting procedures and technical changes
Supporting the wider infrastructure environment, including Microsoft, Windows Server and virtualisation technologies
What we're looking for
We're looking for someone with genuine networking depth — not simply someone who has supported networks as part of a broader desktop role.
You should have:
5+ years' experience in an MSP, NOC, enterprise networking or complex infrastructure environment
Strong Level 3 networking or senior escalation experience
Strong hands-on experience with Cisco networking technologies
Solid understanding of routing and switching fundamentals
Strong knowledge of TCP/IP, VLANs, DNS, DHCP, LAN/WAN and VPN technologies
Experience troubleshooting complex network connectivity and infrastructure issues
Experience with BGP, OSPF or other routing protocols would be highly regarded
Exposure to Juniper and/or Juniper Mist would be highly regarded
Experience with Meraki and/or Aruba networking environments
Experience troubleshooting firewalls and network security technologies
Strong analytical and troubleshooting skills, with the ability to work through complex issues independently
Excellent communication skills and the confidence to deal directly with enterprise stakeholders, vendors and technical teams
Experience mentoring or supporting junior engineers
Microsoft & infrastructure experience
Networking is the primary focus of this role, but you'll also need a solid understanding of the wider infrastructure environment.
Experience across the following would be beneficial:
Microsoft 365
Azure
Entra ID
Active Directory
Windows Server
VMware
Hyper-V
We're not necessarily looking for someone who is an expert across every technology. We're looking for a strong technical engineer with networking as their core strength who can troubleshoot across the wider infrastructure environment.
Certifications
Certifications are highly regarded, particularly:
CCNA
CCNP
Juniper certifications
Microsoft Azure certifications
Fortinet certifications
Palo Alto certifications
VMware VCP
ITIL Foundation
We're also supportive of engineers who are actively working towards their next certification.
What will make you successful
You'll be someone who:
Enjoys solving difficult technical problems rather than simply escalating them
Can take ownership of an incident from initial investigation through to resolution
Is comfortable troubleshooting at Layer 2 and Layer 3
Can explain complex technical issues clearly to both technical and non-technical stakeholders
Knows when to investigate independently and when to bring in another technical team
Takes a methodical approach to root cause analysis
Wants to continue developing technically
Enjoys sharing knowledge and helping less experienced engineers develop
Why join Emerging IT?
You'll be joining a growing Australian MSP where technical capability and ownership are genuinely valued.
You'll have the opportunity to:
Work within a complex enterprise environment
Take ownership of challenging Level 3 networking incidents
Work alongside experienced infrastructure and networking professionals
Build deeper expertise across Cisco, Juniper/Mist, security and enterprise infrastructure
Receive support for ongoing training and certifications
Contribute to infrastructure projects and network improvements
Develop your career within a technically focused MSP
Work from our North Sydney office and across our enterprise client environment in Barangaroo
About Emerging IT
Emerging IT is an Australian Managed Service Provider with more than 20 years of experience delivering technology solutions to organisations across Australia.
We focus on strong engineering capability, reliable service and building long-term relationships with our clients.
Ready to step up?
If you're a Level 3 engineer who sees yourself as a networking and infrastructure specialist — and you're looking for a role where you'll be challenged technically rather than simply measured on ticket volumes — we'd like to hear from you.