[Hiring] AU L3 Service Engineer @People Partners

Role Description

This is a remote position.

We’re looking for an experienced AU L3 Service Engineer - MSP to become the senior technical escalation point for one of our Australian clients. 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 the Service Delivery Manager 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.

Qualifications

• 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.

Requirements

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

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.