Senior AU MSP Engineer (Remote Escalations)

Peoplepartners BPO Inc.

Quezon City

Remote

PHP 4,980,000 - 6,790,000

Full time

14 days+

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Benefits offered by this job

Work-from-home

Equipment provided

Wi‑Fi modem

Leave credits

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Health insurance

13th month pay

Gift vouchers

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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.