AU L3 Service Engineer

AU L3 Service Engineer - MSP (Remote)

About PeoplePartners

• 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.

Role Overview

• 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.

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.

Job Requirements:

Required 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.

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 a Great Place to Work® certi