Senior Infrastructure & Service Desk Engineer Level 2/3 - Sydney

About the Role

IT Integrity is looking for an experienced Level 2/3 Service Desk Engineer to join our Managed Services Practice.

This is not a junior Service Desk or desktop support role. We are looking for an experienced infrastructure engineer who can independently diagnose and resolve complex issues across network, server, Microsoft cloud and endpoint environments, while acting as an escalation point for other engineers.

A strong hands-on background in network infrastructure is essential. You should be comfortable troubleshooting beyond the endpoint and determining whether an issue sits within switching, routing, firewall, wireless, WAN, server, cloud or application infrastructure.

What You'll Be Doing

• Own and resolve complex Level 2 and Level 3 incidents through to resolution.
• Troubleshoot LAN, WAN, VPN, routing, switching, firewall and wireless infrastructure.
• Diagnose network performance, connectivity, DNS, DHCP, VLAN and routing issues.
• Configure and support managed switches, firewalls, wireless access points and other network infrastructure.
• Troubleshoot complex issues across Windows Server, Active Directory, Group Policy, DNS and DHCP.
• Administer and troubleshoot Microsoft 365, Entra ID, Exchange Online, Teams and Intune.
• Support Azure-hosted infrastructure and hybrid environments.
• Perform root cause analysis for recurring and high-impact incidents.
• Perform proactive infrastructure maintenance, patching, vulnerability remediation and health checks.
• Manage technical escalations with vendors, carriers and third-party providers.
• Provide technical guidance and escalation support to Level 1 and Level 2 engineers.
• Maintain accurate documentation, ticket notes, knowledge articles and client environment information.
• Assist with infrastructure upgrades, migrations, deployments and other technical project activities.
• Identify opportunities to improve the reliability, security and performance of client environments.

This aligns with IT Integrity's existing managed services model, where Level 2 performs deeper diagnosis and higher-complexity administration, while Level 3 handles the most complex incidents, root cause analysis and vendor escalations.

What We're Looking For

We're looking for someone who already operates confidently at a senior Level 2 or Level 3 standard, ideally within an MSP.

Essential experience

• 5+ years' hands-on IT infrastructure/support experience, preferably within an MSP environment.
• Demonstrable experience personally troubleshooting and supporting business network infrastructure.
• Strong understanding of TCP/IP, subnetting, VLANs, routing, switching, DNS, DHCP, NAT and VPN technologies.
• Hands-on experience supporting firewalls, managed switches and enterprise wireless networks.
• Strong Windows Server and Active Directory troubleshooting capability.
• Strong Microsoft 365 and Entra ID administration experience.
• Ability to troubleshoot complex infrastructure problems across multiple technology layers rather than relying on documented scripts or escalation.
• Experience owning escalated incidents and driving them through to resolution.
• Strong customer communication and technical documentation skills.

Highly regarded

Experience with technologies such as:

• Fortinet, Cisco, Aruba, Meraki or comparable networking platforms
• Microsoft Azure
• Microsoft Intune
• Hyper-V or VMware
• Enterprise backup and disaster recovery platforms
• RMM, PSA and network monitoring platforms
• Microsoft Defender and broader Microsoft security technologies

You're Likely a Good Fit If...

You can comfortably:

• Troubleshoot why devices at one site cannot communicate with another VLAN or remote network.
• Diagnose packet loss, latency, intermittent connectivity and DNS-related problems.
• Investigate firewall rules, NAT, VPN tunnels and network routing.
• Work through a complex issue spanning network, server, identity and cloud services.
• Take ownership when a Level 1/2 engineer has exhausted standard troubleshooting.
• Explain a complex technical issue clearly to a client or non-technical stakeholder.
• Determine when an incident requires vendor escalation and manage that escalation effectively.
• Mentor less experienced engineers without simply taking their tickets from them.

Why IT Integrity?

You'll work across diverse client environments where the expectation goes beyond closing tickets. You'll have the opportunity to solve challenging infrastructure problems, work with experienced engineers, contribute to technical improvements and build deeper capability across networking, Microsoft cloud, infrastructure and security.

If you're an experienced infrastructure engineer who enjoys troubleshooting, taking ownership and solving the issues that others escalate, we'd like to hear from you.