Senior L3 Support Engineer

• Permanent, Full-Time Role
• Competitive Salary
• Sydney-based

About the Client
INDEX is partnering with a growing Managed Services Provider that delivers cloud, infrastructure and managed services to enterprise customers across the Education, Financial Services and Mining sectors.
Known for its strong technical capability and customer-first approach, the organisation supports complex technology environments where reliability, security and service excellence are critical. With a collaborative team culture and genuine commitment to professional development, this is an opportunity to join a business that values continuous learning, innovation and long-term career growth.

About the role
This is an opportunity for an experienced engineer to take ownership of complex cloud, infrastructure and security environments supporting a diverse portfolio of enterprise customers.
As a Senior L3 Support Engineer, you'll be a key technical escalation point, leading the resolution of challenging technical issues while helping ensure the stability, security and performance of critical customer platforms. You'll work closely with customers, vendors and internal stakeholders, contribute to project delivery and service improvement initiatives, and play an important role in driving operational excellence across the organisation.
Beyond technical troubleshooting, you'll be recognised as a trusted technical SME, providing mentoring and guidance to engineering teams while helping shape best-practice service delivery across a range of customer environments.

Key Responsibilities

• Lead the resolution of complex L3 incidents and major service disruptions, driving root cause analysis and long-term improvements
• Maintain, optimise and enhance critical service delivery platforms, including monitoring, backup, security and remote management technologies
• Contribute to project delivery and technical solution design activities, ensuring outcomes are scalable, secure and operationally sustainable
• Partner with customers, vendors and internal stakeholders to deliver high-quality technical outcomes and exceptional service experiences
• Strengthen capability across L1 and L2 teams through mentoring, knowledge sharing, documentation and continuous process improvement

Requirements

• 5+ years' experience in a senior technical support, systems engineering or infrastructure role supporting complex enterprise environments
• Strong expertise across one or more specialist domains including cloud platforms, infrastructure, networking or cyber security
• Experience working with enterprise technologies such as Microsoft Azure, Microsoft 365, virtualisation, backup and recovery, networking and security platforms
• Strong understanding of ITIL service management practices, including incident, problem and change management
• Demonstrated ability to engage confidently with customers, vendors and technical stakeholders to resolve complex issues and deliver positive outcomes
• Relevant industry certifications across Microsoft, Azure, VMware, Veeam, Fortinet, Palo Alto, AWS or equivalent technologies will be highly regarded

Mandatory Requirements

• Must be based in Sydney.
• Must be an Australian Citizen or Permanent Resident

About INDEX Consultants
INDEX Consultants delivers technology solutions to drive business success. We are part of a $6.9B Tokyo?based global group, with Australian offices in Melbourne, Sydney, Canberra and Brisbane. We take great pride in being trusted advisors to the Public, Financial Services, Energy & Resources, Health and Education Sectors.
Our consultants are highly experienced, boasting an average of 15 years’ industry experience across a wide range of subject matter expertise in complex technical and business projects.
We’re passionate about what we do and want passionate people to join our rapidly growing team.


If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Mili Nambiar at INDEX on +61 428 123 412.

At INDEX we embrace diversity, inclusion and equal opportunity. First Nations people are encouraged to apply.

We provide reasonable adjustments, including alternate formats to the recruitment process for individuals with a disability. If you require an adjustment to be made during the recruitment process, please call 1300 446 339 or email adjustments@index.com.au.