MoROLE SUMMARYN

Job Description

Position : Team Lead - Technical Service Desk

Time Zone : Australian

NP : Immediate

The Systems Engineer (L2/L3) is a senior technical escalation point for complex incidents spanning the Microsoft modern workplace, Windows environments, Azure Virtual Desktop, Microsoft Intune, Citrix, and enterprise backup solutions. Working alongside L1 support and project teams, this role takes ownership of incidents and problems that cannot be resolved at lower tiers, drives root cause analysis, and ensures recurring issues are eliminated through engineering, documentation, and knowledge transfer.

The successful candidate brings a minimum of 3 years' hands-on experience in a similar role, ideally within an MSP or multi-tenant environment, and combines deep technical capability with robust communication skills and a genuine service mindset.

Key Responsibilities

Escalation & Incident Resolution

Act as the L2/L3 escalation point for complex, multi-domain incidents escalated from the L1 service desk.
Conduct root cause analysis (RCA)



on recurring and high-impact incidents; design and implement permanent fixes.
Triage and resolve escalated incidents within agreed SLAs, including out-of-hours where required, and own communication with internal stakeholders.
Document resolutions, runbooks, and knowledge base articles so that issues can be resolved at L1 in future.

Microsoft Modern Workplace

Design, implement, and support Microsoft 365 environments, including Exchange Online, SharePoint Online, Teams, OneDrive, and Entra ID (Azure AD).
Administer and troubleshoot Microsoft Intune for device enrolment, compliance policies, configuration profiles, and application deployments.
Support Azure Virtual Desktop (AVD) environments, including host pools, FSLogix profiles, and session performance issues.
Manage identity, conditional access, MFA, and privileged identity in Entra ID; resolve complex sign-in, licensing, and policy issues.

Windows & Endpoint

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