AU L3 Service Engineer - MSP (WFH) | ZR_1341_JOB

Peoplepartners BPO Inc.; Quezon City; Remote; PHP 4,980,000 - 6,790,000; Full time

Benefits offered by this job

Work-from-home

Equipment provided

Wi‑Fi modem

Leave credits

Leave conversion

Health insurance

13th month pay

Gift vouchers

Milestone tokens

WorkLife balance

Team events

Job summary

PeoplePartners BPO Inc. seeks an AU L3 Service Engineer - MSP to serve as the senior technical escalation point for an Australian client.

You will stabilize environments, troubleshoot complex infrastructure and cloud issues, identify root causes, and implement lasting solutions. This is a remote role in a fast-paced MSP setting, requiring leadership of L1/L2 engineers and collaboration with external vendors.

Qualifications

• 5+ years of relevant IT engineering or technical support experience.
• Strong experience in an MSP or fast-paced service environment.
• Advanced troubleshooting and problem-solving capabilities across infrastructure, cloud, security, networks and apps.
• Experience managing high-impact or escalated incidents in SLA-driven environments.
• Experience conducting RCA and implementing permanent fixes.
• Experience designing, testing and documenting technical solutions.

Responsibilities

• Resolve complex incidents and service requests escalated from L2.
• Act as final internal technical escalation point before vendor escalation.
• Troubleshoot infrastructure, cloud, security, systems, networks and applications.
• Own high-risk/high-impact incidents through resolution.
• Perform RCA for recurring/complex incidents and implement fixes.
• Design, scope, test, validate and implement technical solutions.
• Deliver project work within timeframes/budgets and ensure successful handovers.
• Produce accurate as-built documentation and runbooks.

Skills

MSP experience

Technical escalation

Root cause analysis

Cloud & infra

SLA governance

PSA experience

Tools

ConnectWise

Job description

AU L3 Service Engineer - MSP (Remote)

About PeoplePartners

• At PeoplePartners, great work starts with great people — and we have the certification to back it up. As a Great Place to Work® certified company, we’ve built a people-first culture where talented professionals can do meaningful work, collaborate with global teams, and keep growing their careers.
• Here, you get more than a remote role. You get global exposure, real opportunities to learn and develop, and a team that genuinely wants to see you succeed.
• If you’re ready to bring your expertise to an Australian MSP environment while building your career with a company that puts people first, this could be your next move.

Role Overview

• Some IT problems need more than another reboot and crossed fingers.
• We’re looking for an experienced AU L3 Service Engineer - MSP to become the senior technical escalation point for one of our Australian clients. When an incident has moved beyond L2 and the obvious fixes have run out, that’s where you come in.
• You’ll bring the technical depth to stabilize environments, troubleshoot complex infrastructure and cloud issues, identify root causes, and implement solutions that last.
• This isn’t a queue-management or commercial decision-making role. Your focus is engineering: solving difficult technical problems, strengthening standards, contributing to projects, and helping L1/L2 engineers become increasingly self-sufficient.
• Great L3 engineering isn’t measured only by how many fires you can put out. It’s also measured by how many stop happening.

Key Responsibilities:

• Resolve complex incidents and service requests escalated from L2.
• Act as the final internal technical escalation point before vendor escalation.
• Troubleshoot infrastructure, cloud, security, systems, networks, and applications.
• Own high-risk and high-impact technical incidents through resolution.
• Perform root cause analysis (RCA) for recurring and complex incidents.
• Identify and implement permanent fixes to reduce repeat incidents and rework.
• Design, scope, test, validate, and implement technical solutions.
• Deliver assigned project work within agreed timeframes and budgets.
• Support successful project-to-BAU handovers.
• Produce accurate as-built documentation for completed projects.
• Identify technical risks, gaps, weaknesses, and opportunities for improvement.
• Develop technical standards, automation, runbooks, and knowledge base content.
• Mentor L1/L2 engineers and improve technical self-sufficiency.
• Support the Service Delivery Manager during major incidents.
• Engage external vendors when issues exceed internal technical capability.
• Maintain clear communication during complex and high-impact incidents.
• Work in accordance with MSP service delivery processes and SLA requirements.

Job Requirements:

Required Qualifications

• 5+ years of relevant IT engineering or technical support experience.
• Strong experience working in an MSP or similarly fast-paced service environment.
• Strong technical capability across core MSP technologies and platforms.
• Advanced troubleshooting and problem-solving skills.
• Experience troubleshooting infrastructure, cloud, security, systems, networks, and applications.
• Experience managing complex, high-impact, or escalated technical incidents.
• Experience conducting root cause analysis (RCA) and implementing permanent fixes.
• Experience working within SLA-driven service delivery environments.
• Strong experience with PSA/service-management systems.
• Experience designing, implementing, testing, and documenting technical solutions.
• Strong technical documentation skills, including runbooks, knowledge content, and as-built documentation.
• Experience mentoring and supporting L1/L2 or less-senior engineers.
• Strong organisational and analytical skills with the ability to manage competing priorities.
• Clear written and verbal communication skills.

Preferred Qualifications:

• ConnectWise experience is highly regarded.
• Experience creating technical automation and improving service standards and processes.
• Experience contributing to technical projects and BAU handovers.

Why Join PeoplePartners?

At PeoplePartners, we want your next role to move your career forward — not simply fill your calendar with tickets.You’ll join a Great Place to Work® certified, people-first culture where your expertise is valued and your development matters. You’ll have the opportunity to:

• Build international experience while supporting an Australian client environment.
• Grow your career through continuous learning and development opportunities.
• Work on complex technical challenges that strengthen your expertise.
• Learn alongside talented professionals and share knowledge across teams.
• Take part in employee engagement activities and initiatives that keep our remote community connected.
• Enjoy the flexibility and convenience of a remote/work-from-home setup.
• Work in an environment that values ownership, collaboration, knowledge sharing, and continuous improvement.
• Make a measurable impact by improving environments and helping other engineers level up.

Work Details

• Work Setup: Remote / Work from Home.
• Client Environment: Australian MSP.
• Schedule: Monday to Friday, Day-shift (AEST).
• Experience Level: L3 / Senior Technical Escalation.
  

Company Benefits:

• Permanent Work-from-home setup
• Company-provided equipment
• Secondary Wi-Fi Modem
• 21 Leave Credits Annually - Leave benefits begin on Day 1.
• 100% conversion of UNUSED leave credits
• HMO on Day 1
• 13th Month Pay
• Monthly Gift Voucher
• Milestone Tokens (Birthday/Anniversary/Christmas).
• A Life Beyond the Screen #WorkLifeBalance.
• Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.