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