Senior Technical Support Engineer
Core
Senior escalation point for complex MSP support issues, driving business outcomes and incident response for clients.
Role type
Senior Technical Support Engineer (Level 2/3)
Builds
Resolved incidents, documented knowledge base, improved security posture, and mentored team members.
Domain
Managed Services Provider (MSP), Cybersecurity, Cloud Infrastructure
Required skills
Advanced troubleshooting, Root cause analysis, Incident response, Client communication, Mentoring, Documentation, Security compliance, Change management
Preferred skills
ITIL processes, Essential 8 & SMB1001 frameworks, Cloud architecture, Backup strategies
Technologies
Microsoft 365, Azure, Windows Server, Networking, Backup platforms, Endpoint security
Responsibilities
Act as first point of escalation for technical issues; Investigate and resolve complex support issues; Mentor junior staff; Lead incident response and security compliance; Maintain documentation and SOPs; Attend client sites for onboarding or project leadership.
Seniority
Senior, hands-on IC with mentorship responsibilities