MSP IT Engineer SME / Level 3 / Senior IT Engineer
Job Summary
Job Description
The MSP IT Engineer SME / Level 3 / Senior IT Engineer plays a critical role in delivering advanced technical support and long-term solutions for multiple managed service provider clients. As a senior member of the helpdesk team, this position acts as a key escalation point for complex issues while providing mentorship and technical guidance to junior engineers. The role is fully remote and focused on maintaining high service quality, reliability, and client satisfaction.
Responsibilities:
- Identify and implement effective solutions based on client-reported issues and system analysis.
- Perform advanced remote troubleshooting using structured diagnostic methodologies.
- Serve as an escalation point for Level 1 and Level 2 technical support teams.
- Support multiple client environments across a wide range of IT systems and platforms.
- Communicate with clients and vendors via phone and email to resolve technical issues.
- Log incidents, root causes, and resolutions accurately within support systems.
Requirements:
- Proven experience working in a managed service provider environment.
- Strong English communication skills with a friendly, client-focused approach.
- Demonstrated expertise in Windows client and server administration.
- Proficiency in Microsoft 365, Azure fundamentals, and advanced troubleshooting.
- PowerShell scripting experience for automation and operational efficiency.
- Knowledge of VOIP systems, networking concepts, and RMM/PSA tools.
Benefits:
- Permanent work-from-home arrangement.
- Competitive salary with weekly payout.
- HMO coverage including maternity and mental health support.
- Paid vacation leave and career growth opportunities.
- Technology and internet allowances.
This role suits a proactive problem-solver who thrives in technically challenging environments and values continuous improvement.
