AU L3 Service Engineer - MSP (WFH) | ZR_1386_JOB

This is a remote position. AU L3 Service Engineer - MSP (Remote) About PeoplePartners - 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. Role Overview - 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. Key Responsibilities: - 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. Preferred Qualifications: - ConnectWise experience is highly regarded. - Experience creating technical automation and improving service standards and processes. - Experience contributing to technical projects and BAU handovers. Why Join PeoplePartners? - 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 Details - 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