Senior MSP Engineer

The Senior MSP Engineer is a critical technical role responsible for delivering high-level IT support, network management, and infrastructure solutions for Managed Services clients. This position requires deep expertise in cloud services, networking, and security. The role includes acting as a future team leader by setting a high technical example, mentoring junior staff, and contributing to the development and alignment of the technical support team.

Accountabilities: As the Senior MSP Engineer, you will be held accountable for:

Technical Service Delivery & Resolution

• Focus: Maintaining quality, efficiency, and adherence to service standards.
• Key Measurement Indicators (KPIs): Average resolution time, first-contact resolution rate, SLA adherence rate (90% or higher), CSAT scores (9/10 or higher), reduction in escalated issues.

Operational Optimisation & Reporting

• Focus: Driving process improvement, data analysis, and accurate documentation.
• Key Measurement Indicators (KPIs): Efficiency gains from new processes, accuracy and timeliness of reports, knowledge base article utilization, adherence to team budgets.

Team Development & Leadership Potential

• Focus: Setting a technical example, mentoring, and supporting team performance and growth.
• Key Measurement Indicators (KPIs): Effectiveness of coaching and mentoring, overall team productivity and efficiency (10% improvement YOY), successful completion of training initiatives, team morale and retention rates.

Requirements

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.

Benefits

• SALARY - Php 70,000 to Php 80,000 PER MONTH
• TYPE OF WORK - FULL TIME (REMOTE), FROM MONDAY TO FRIDAY
• WORK SCHEDULE - 8 hours (Philippines Time Zone)