AU L3 Service Engineer - MSP (WFH) | ZR_1386_JOB

This is a remote position.

• AtPeoplePartners, great work starts with great people — and we have the certification to back it up. As aGreat 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 getglobal 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.

• Some IT problems need more than another reboot and crossed fingers.
• We’re looking for an experiencedAU L3 Service Engineer - MSPto become a senior technical escalation point within an Australian MSP environment. 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 tostabilize 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.

• 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 service delivery 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.

Requirements

Required Qualifications:

• 5+ years of relevant IT engineering or technical support experience.
• Strong experience working in anMSP or similarly fast-paced service environment.
• Strong technical capability across core MSP technologies and platforms.
• Advanced troubleshooting and problem-solving skills.
• Experience troubleshootinginfrastructure, cloud, security, systems, networks, and applications.
• Experience managing complex, high-impact, or escalated technical incidents.
• Experience conductingroot cause analysis (RCA)and implementing permanent fixes.
• Experience working withinSLA-driven service deliveryenvironments.
• Strong experience withPSA/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.

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

• At PeoplePartners, we want your next role to move your career forward — not simply fill your calendar with tickets. You’ll join aGreat Place to Work® certified, people-first culturewhere your expertise is valued and your development matters.
• You’ll have the opportunity to Buildinternational experiencewhile working within an Australian MSP environment.
• Grow your career throughcontinuous learning and development opportunities.
• Work on complex technical challenges that strengthen your expertise.
• Learn alongside talented professionals and share knowledge across teams.
• Take part inemployee engagement activities and initiativesthat keep our remote community connected.
• Enjoy the flexibility and convenience of aremote/work-from-home setup.
• Work in an environment that values ownership, collaboration, knowledge sharing, and continuous improvement.
• Make a measurable impact by improving technical environments and helping other engineers level up.
• If you’re already the engineer people call when the obvious fixes haven’t worked — and you’d rather understandwhysomething broke than simply get it running again — we’d love to hear from you.Apply through PeoplePartners and show us how you approach the problems other engineers escalate.

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

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.

Originally posted on Himalayas