AU L3 Service Engineer - MSP (WFH) | ZR_1386_JOB

This is a remote position.

• At PeoplePartners, great work starts with great people — and we have the certification to back it up. As a Great 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 get global 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 experienced AU L3 Service Engineer - MSP to 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 to stabilize 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

• 5+ years of relevant IT engineering or technical support experience.
  
• Strong experience working in an MSP or similarly fast-paced service environment.
  
• Strong technical capability across 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, or escalated technical incidents.
  
• Experience conducting root cause analysis (RCA) and implementing permanent fixes.
  
• Experience working within SLA-driven service delivery environments.
  
• Strong experience with PSA/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 a Great Place to Work® certified, people-first culture where your expertise is valued and your development matters.
  
• You’ll have the opportunity to Build international experience while working within an Australian MSP environment.
  
• Grow your career through continuous learning and development opportunities.
  
• Work on complex technical challenges that strengthen your expertise.
  
• Learn alongside talented professionals and share knowledge across teams.
  
• Take part in employee engagement activities and initiatives that keep our remote community connected.
  
• Enjoy the flexibility and convenience of a remote/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 understand why something 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