Senior AU MSP Service Engineer - Remote Escalations

Peoplepartners BPO Inc.; Quezon City; Remote; PHP 5,222,000 - 7,833,000; Full time

Benefits offered by this job

Permanent Work-from-home setup

Company-provided equipment

Secondary Wi-Fi Modem

21 Leave Credits Annually

13th Month Pay

Monthly Gift Voucher

Milestone Tokens

Job summary

PeoplePartners is hiring a remote AU L3 Service Engineer - MSP to act as a senior technical escalation point and stabilize complex environments. You’ll troubleshoot infrastructure, cloud, security, and networks, driving permanent fixes and improvements.

Bring 5+ years in IT engineering within MSP settings, strong documentation skills, and the ability to mentor L1/L2 engineers while aligning with SLA-driven delivery and project handovers.

Qualifications

• 5+ years of relevant IT engineering or technical support experience.
• Experience in an MSP or fast-paced service environment.
• Strong experience with 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 incidents.
• Experience conducting RCA and implementing permanent fixes.
• Experience in SLA-driven service delivery environments.
• Strong technical documentation skills, including runbooks and knowledge content.
• Experience mentoring L1/L2 engineers.

Responsibilities

• Resolve complex incidents and service requests escalated from L2.
• Act as final internal 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 incidents.
• Identify and implement permanent fixes to reduce repeats.
• Design, scope, test, validate, and implement technical solutions.
• Deliver assigned project work within timeframes and budgets.
• Support successful project-to-BAU handovers.
• Produce accurate as-built documentation for completed projects.
• Mentor L1/L2 engineers and improve technical self-sufficiency.

Skills

Organisational skills

Analytical skills

Clear communication

Mentoring

Time management

Tools

PSA systems

ConnectWise

Job description

PeoplePartners is hiring a remote AU L3 Service Engineer - MSP to act as a senior technical escalation point and stabilize complex environments. You’ll troubleshoot infrastructure, cloud, security, and networks, driving permanent fixes and improvements.

Bring 5+ years in IT engineering within MSP settings, strong documentation skills, and the ability to mentor L1/L2 engineers while aligning with SLA-driven delivery and project handovers.