Senior MSP Service Engineer – Remote

People Partners; Manila; Remote; PHP 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Remote work setup

HMO on Day 1

13th Month Pay

Company-provided equipment

Leave credits (21 days)

Job summary

PeoplePartners is seeking an experienced AU L3 Service Engineer to act as the senior technical escalation point for an Australian MSP client. The role focuses on stabilising environments, troubleshooting complex infrastructure and cloud issues, and delivering solutions that last.

You will mentor L1/L2 engineers and drive improvements while working in a remote setup. The position offers permanent work-from-home arrangements with an Australian client environment, day-shift in AEST, and long-term

Qualifications

• 5+ years of relevant IT engineering or technical support experience.
• Experience in MSP or fast-paced service environment.
• Strong experience with 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 RCA and implementing permanent fixes.
• Experience in SLA-driven service delivery environments.
• Experience with PSA/service-management systems.
• Ability to design, implement, test, and document technical solutions.
• Strong technical documentation skills and runbooks.

Responsibilities

• Resolve complex incidents and service requests escalated from L2.
• Act as the final internal technical escalation before vendor escalation.
• Troubleshoot infrastructure, cloud, security, systems, networks, and applications.
• Own high-risk, high-impact technical incidents through resolution.
• Perform RCA for recurring and complex incidents.
• Identify permanent fixes to reduce repeats and rework.
• Design, scope, test, validate, and implement technical solutions.
• Deliver project work within timeframes and budgets; support BAU handovers.
• Produce accurate as-built documentation for completed projects.
• Identify risks, gaps, and opportunities for improvement.
• Develop standards, automation, runbooks, and knowledge base content.
• Mentor L1/L2 engineers and improve self-sufficiency.

Skills

MSP experience

L3 escalation

Cloud infrastructure

Root cause analysis

Incident management

Automation runbooks

Documentation

Mentoring juniors

Tools

ConnectWise

Job description

PeoplePartners is seeking an experienced AU L3 Service Engineer to act as the senior technical escalation point for an Australian MSP client. The role focuses on stabilising environments, troubleshooting complex infrastructure and cloud issues, and delivering solutions that last.

You will mentor L1/L2 engineers and drive improvements while working in a remote setup. The position offers permanent work-from-home arrangements with an Australian client environment, day-shift in AEST, and long-term