Description:
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