L3 Service Desk Technician

L3 Service Desk Technician – Industrial Automation 

Melbourne, Australia | Full-Time | Shift-Based (24/7 Roster)

Be the escalation point for complex technical issues in a fast-growing automation and robotics environment.

About the Company

Our client is a leading Australian provider of automation and robotics solutions, with more than 30 years of experience delivering systems that transform manufacturing and industrial operations. They work across sectors including food & beverage, pharmaceuticals, renewables, construction materials, and FMCG — helping businesses lift efficiency, quality, and competitiveness.

With complete in-house expertise in engineering, software, and controls, the team delivers highly customised solutions and long-term support. At their core is a commitment to innovation, sustainability, and collaboration.

Key Responsibilities

• Serve as the highest escalation point for complex technical issues originating from Tier 1 and Tier 2 teams.
• Perform in-depth diagnostics, root cause analysis, and resolution of critical issues affecting controls, SCADA, HMIs, PLCs, and industrial automation environments.
• Act as the subject matter expert for Rockwell Allen Bradley and Siemens platforms, guiding both clients and lower tiers on troubleshooting and best practices.
• Design and implement permanent fixes, workarounds, and system optimizations to prevent recurrence of known issues.
• Provide remote and onsite support for highly complex or business-critical situations, including system recovery after major incidents.
• Collaborate with engineering, product, and R&D teams to resolve systemic issues, software bugs, and design gaps.
• Lead and mentor Tier 1 and Tier 2 staff by providing advanced troubleshooting guidance, training, and documentation.
• Own the creation and maintenance of advanced recovery scripts, technical procedures, and knowledge base articles.
• Contribute to the continuous improvement of client systems, including advising on upgrades, patching, and performance enhancements.
• Monitor and report on major incident trends, root causes, and resolutions to improve service reliability.
• Participate in 24/7 on-call rotations and respond to emergency escalations as required.

Required Skills & Experience (Tier 3 / Level 3 Support)

• Extensive technical expertise in control systems, SCADA, HMIs, PLCs, and industrial automation environments.
• Deep hands-on knowledge of Rockwell Allen Bradley and Siemens platforms, with the ability to diagnose, troubleshoot, and optimize at the code/configuration level.
• Proven track record of handling mission-critical incidents and root cause analysis in industrial or engineering settings.
• Strong understanding of networking, industrial communication protocols, and IT/OT security considerations.
• Experience with remote and onsite support for high-impact systems.
• Ability to design, implement, and document advanced troubleshooting methodologies for lower support tiers.
• Excellent communication skills with the ability to liaise with engineering teams, vendors, and client leadership during incident response.
• Proficiency with ticketing systems, escalation workflows, and incident management processes.
• Strong leadership and mentoring abilities to guide Tier 1 and Tier 2 support staff.

Desirable Skills & Qualifications

• Bachelor's degree or higher in Electrical Engineering, Mechatronics, Industrial Automation, or a related field.
• Formal certifications in Rockwell Allen Bradley, Siemens, or other industrial automation systems.
• ITIL, ISO, or other service management frameworks at intermediate or advanced level.
• Experience in systems integration, industrial networking, or OT cybersecurity.
• Demonstrated ability to work with engineering and product development teams to enhance system reliability and design.