Senior MSP Engineer

Key Responsibilities: Your day-to-day responsibilities will include: 1. Advanced Technical Support & Troubleshooting Provide Level 2/3 technical support and remote assistance to Managed Services clients via phone, email, and onsite visits. Diagnose and resolve complex software, hardware, and operating system issues on servers and workstations (Windows, Linux, macOS). Utilise Remote Monitoring and Management (RMM) tools (e.g., Datto RMM, N-able, Nagios, Cacti) for proactive issue resolution and system analysis. Troubleshoot and configure VoIP, IPTV, and various internet service-related problems. 2. Network and Infrastructure Management Install, configure, and manage network infrastructure, including LAN/WAN, WiFi, VLANs, and VPNs. Specialise in Unifi/Ubiquiti Networks for office setups and multi-tenant network management. Configure and manage site-to-site VPN connections. Conduct network and security assessments, providing recommendations for improvement. Work with various network equipment, including Cisco and Juniper switches. 3. Cloud Services and Security Administer and manage Google Workspace and Microsoft 365 environments for small and medium-sized businesses. Lead client onboarding, including Google Workspace migrations. Implement and ensure compliance with security policies, including those aligned with SMB 1001 security certification standards . Perform domain security audits and manage Chrome Enterprise solutions. 4. Documentation and Process Management Document IT incidents, solutions, and infrastructure upgrades using ticketing and documentation systems (e.g., Datto Autotask, IT glue, RT Ticketing system). Ensure strict adherence to Service Level Agreements (SLAs). Contribute to effective project management for IT infrastructure upgrades and Managed Services implementation. Leadership & Mentoring Expectations The successful candidate will demonstrate strong leadership potential and contribute to the team’s development by: Mentoring and Coaching: Providing guidance and technical coaching to junior helpdesk team members. Leading by Example: Setting a high standard for technical execution, problem-solving, and service delivery. Team Collaboration: Fostering a high-performing and collaborative team environment. Taking Initiative: Speaking up, taking ownership, and showing full accountability for technical outcomes. Future Leadership: Demonstrating readiness to take on further supervisory and management responsibilities as the team structure evolves. Required Qualifications 5+ years of experience in an MSP or IT Support environment Strong Level 3 engineering background with proven technical depth Demonstrated experience mentoring or leading junior engineers Solid understanding of cloud platforms (Google Workspace, M365) Proven experience with network setup, configuration, and troubleshooting Experience delivering onsite technical support to business clients Certification(s) preferred : Google Workspace Administration Certification, CompTIA Network+, Security+, CCNA, Microsoft, or equivalent networking/cloud certifications are highly valued. Required Skills Strong Level 2/3 technical troubleshooting across Windows, Linux, and macOS environments Advanced networking skills: LAN/WAN, WiFi, VLANs, VPNs, firewalls, and routing Hands-on experience with Unifi/Ubiquiti Networks, Cisco, and Juniper switches Proficiency using RMM tools (Datto RMM, N-able, Nagios, Cacti) Strong understanding of cloud services: Google Workspace, Microsoft 365, Chrome Enterprise Experience managing site-to-site VPNs and multi-site network environments Experience with SMB 1001-aligned security frameworks. Experience with VoIP/IPTV Troubleshooting Ability to conduct security assessments and implement SMB-level security standards Excellent documentation skills using Autotask, IT Glue, or similar tools Strong analytical and problem-solving abilities Excellent communication skills for client-facing and team interactions Ability to work onsite in Melbourne and perform hands-on technical work Leadership, mentoring, and team collaboration skills Ability to prioritise, manage workload, and maintain SLA commitments Nice-To-Have Qualifications Experience with project-based infrastructure upgrades or migrations Familiarity with Asana, Intercom, Autotask, IT Glue, or advanced ITSM systems Prior leadership exposure or formal Team Lead responsibilities Additional cloud or network certifications (e.g., CCNP, Google Workspace Admin, Azure) Time Zone: working Philippine hours Salary Range: Php 70,000 per month (Negotiable) Fully remote role