Level 3 Support & Projects Engineer

ACUUTECH PTE. LTD.; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

Acuutech is seeking a Level 3 Support & Projects Engineer for its Singapore team. This senior role combines third-line escalation support with infrastructure project delivery for enterprise customers.

The successful candidate will design and deploy Azure IaaS workloads, Windows Server environments and hybrid cloud solutions, providing expert guidance and technical leadership.

Qualifications

• Proven hands-on experience designing, deploying and supporting Azure IaaS environments.
• Strong Windows Server expertise (2016–2025) including AD, DNS, DHCP, and Failover Clustering.
• Demonstrable third-line support experience with root-cause analysis.
• Excellent documentation and communication skills.

Responsibilities

• Act as final internal escalation point for complex incidents in Azure, Windows Server, and networking.
• Perform root cause analysis and drive permanent resolutions.
• Own escalated tickets and communicate with customers and teams.
• Deliver infrastructure projects from design to handover, with clear documentation.
• Mentor Level 1/2 engineers and contribute to runbooks.
• Liaise with Microsoft and vendors on escalated cases.

Skills

Azure IaaS design

Windows Server 2016-2025

Third-line escalation support

Project delivery planning

Documentation & runbooks

Communication skills

Tools

Azure

Hyper-V

VMware vSphere

NSGs & Storage

Job description

Level 3 Support & Projects Engineer

Company Overview

Acuutech, established in 1996 with its headquarters in London and regional headquarters in Singapore, delivers IT solutions and services to SMEs and multinational organisations across Asia. Our services span cloud and infrastructure, networking, cybersecurity and managed IT support.

Acuutech is a Certified Great Place to Work in Singapore.

Role Overview

We are seeking an experienced Level 3 Support & Projects Engineer to join our Technical Services team in Singapore.

This is a senior, hands-on role combining third-line escalation support with the design and delivery of infrastructure projects for enterprise customers. The successful candidate will act as a technical escalation point for complex incidents and problems across Microsoft-centric environments, while also playing a key role in the planning, build and deployment of infrastructure projects spanning Azure, hybrid cloud and on-premises platforms.

The role is suited to an engineer with strong Azure IaaS and Windows Server expertise who enjoys both the investigative depth of Level 3 support and the structured delivery of project work.

Key Responsibilities

Support (Level 3)

• Act as the final internal escalation point for complex incidents and problems across Azure, Windows Server, virtualisation and networking platforms.
• Perform root cause analysis on recurring or high-impact issues and drive permanent resolution through problem management.
• Own escalated tickets through to resolution, maintaining clear communication with customers and internal teams throughout.
• Liaise with Microsoft and other third-party vendors on escalated support cases.
• Mentor and provide technical guidance to Level 1 and Level 2 engineers, contributing to knowledge base articles and runbooks.
• Proactively identify risks, single points of failure and improvement opportunities within supported environments.

Projects

• Deliver infrastructure projects from design through build, deployment, testing and handover into support.
• Produce and maintain technical documentation, including high-level and low-level designs, build guides and as-built documentation.
• Deploy and configure Azure IaaS workloads, including virtual machines, virtual networks, storage, backup and recovery services.
• Build, migrate and upgrade Windows Server environments, including Active Directory, DNS, DHCP, file services and Hyper‑V.
• Participate in project scoping and pre-sales technical discussions where required, providing accurate effort estimates.
• Work to agreed project plans, timescales and change control processes, flagging risks and blockers early.

Essential Skills & Experience

• Proven hands‑on experience designing, deploying and supporting Azure IaaS environments, including virtual machines, virtual networks, NSGs, storage accounts, Azure Backup/Site Recovery, monitoring and cost management, or closely related hybrid cloud experience.
• Strong Windows Server expertise (2016‑2025), including Active Directory Domain Services, Group Policy, DNS, DHCP, certificate services, fail‑over clustering and Hyper‑V.
• Demonstrable experience operating at a third‑line level, including advanced troubleshooting, log analysis and structured root‑cause analysis.
• Experience producing clear technical documentation to a professional standard.
• Excellent communication skills, with the ability to explain complex technical issues to both technical and non‑technical audiences.
• Must be eligible to work in Singapore as a Singapore Citizen, Permanent Resident or holder of a valid work pass.

Desirable Skills & Experience

• Hardware: Experience racking, cabling, configuring and troubleshooting enterprise server and storage hardware such as Dell, HPE and Lenovo, including firmware/driver lifecycle management and out‑of‑band management (iDRAC/iLO/XCC).
• Enterprise Networking: Configuration and support of switches, routers and firewalls; VLANs and inter‑VLAN routing; experience with RDMA (RoCE/iWARP), DCB/PFC/ETS and BGP in datacentre or SDN environments.
• Microsoft HCI: Deployment and operation of Windows Server HCI (Storage Spaces Direct) and/or Azure Local, including Network ATC, storage networking, cluster lifecycle management and Azure Arc integration.
• SystemCenter: Experience with one or more of Virtual Machine Manager (VMM), Configuration Manager (SCCM/MECM), Operations Manager (SCOM) and Data Protection Manager (DPM).
• Microsoft365& Security: Administration of Exchange Online, SharePoint Online and Intune, including device and application management, plus experience with Microsoft Defender (Endpoint/Office 365), Microsoft Sentinel and Microsoft Purview.
• Other Virtualisation Platforms: Experience with VMware (vSphere/ESXi, vCenter), Citrix Hypervisor/Xen (including XCP-ng) and Linux-based virtualisation (KVM), together with general Linux server administration skills.
• Azure Platform Services: Deployment and support of Azure Virtual Desktop (AVD), including host pool