Work Schedule: This role follows USA business hours as part of a follow-the-sun support mode l, providing senior technical coverage during late UK and USA business hours . Weekend on-call participation is required as part of the shared escalation roster. No regular weekday after-hours work is expected. As an independent contractor, you'll have flexibility in how you manage your time while ensuring timely delivery and responsiveness during your scheduled coverage.
Who We Are: At Hunt St , we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote, so you'll be able to work from home.
Who the Client Is: Our client is a rapidly growing Managed Service Provider (MSP) delivering enterprise-grade IT solutions to businesses across Australia, the United Kingdom, Europe, and the United States. Operating with a global "follow-the-sun" support model, they provide proactive IT management, cloud services, cybersecurity, infrastructure solutions, and strategic technology consulting to ambitious small and mid-sized businesses.
With an experienced international team and a strong culture of collaboration, continuous learning, and technical excellence, the business invests heavily in modern technologies, automation, and well-documented operational processes. They're looking for a highly capable Senior Engineer who enjoys solving complex technical challenges, mentoring other engineers, and delivering high-quality project implementations that directly impact client success.
Role Overview: We're looking for an experienced Senior Engineer (Level 3) to become the senior technical escalation point for complex infrastructure, cloud, networking, and cybersecurity issues while supporting the successful delivery of client projects. This is not a project ownership role; instead, you'll work closely with Project Managers and the wider technical team to execute complex technical implementations, troubleshoot high-level incidents, and mentor junior engineers across the business. The successful candidate will thrive in a fast-paced MSP environment, demonstrate exceptional technical depth across Microsoft technologies, networking, cloud platforms, and security, and be confident making independent technical decisions while supporting clients across multiple time zones.
The ideal candidate has built their career within a small or medium-sized MSP environment, enjoys wearing multiple technical hats, and thrives in a collaborative team where adaptability, initiative, and client ownership are essential.
Key Responsibilities:
Level 3 Technical Support & Escalation
Act as the primary Tier 3 escalation point for complex technical issues that cannot be resolved by Level 1 or Level 2 engineers
Provide senior technical support during USA business hours within the company's global follow-the-sun support model
Administer, configure, and troubleshoot Microsoft 365, Windows Server, Active Directory, Microsoft Entra ID, Exchange Online, and Google Workspace environments
Implement and maintain cybersecurity solutions including endpoint protection, MFA, Conditional Access, EDR/XDR, email security, and server hardening
Configure and support networking infrastructure including switching, routing, wireless networks, VPNs, VLANs, DNS, and firewall technologies
Maintain cloud infrastructure and support hybrid environments across Microsoft Azure and related platforms
Project Delivery
Deliver technical implementations for infrastructure, migration, cloud, and security projects under the guidance of Project Managers
Perform system migrations, deployments, upgrades, and configuration changes according to project scope
Test, validate, and document completed implementations
Identify project risks, technical dependencies, and potential issues early in the project lifecycle
Support project handovers to operational teams following successful implementation
Technical Leadership & Mentoring
Mentor and coach Level 1 and Level 2 engineers during escalations
Contribute to technical documentation, knowledge bases, SOPs, and operational runbooks
Participate in internal technical training sessions and knowledge sharing
Identify opportunities to improve technical standards, documentation, and service delivery
Client Communication
Communicate technical issues clearly with clients ranging from end users through to executive stakeholders
Provide timely updates during incidents, escalations, and project delivery
Translate technical concepts into practical business outcomes
Collaborate closely with Project Managers, Service Delivery Managers, and Account Managers to ensure excellent client outcomes
Operational Excellence
Maintain accurate documentation, ticket updates, and time entries
Meet utilisation and service quality expectations
Participate in the shared weekend on-call roster
Continuously develop technical knowledge through certifications, training, and self-directed learning
Required Skills and Qualifications:
Minimum 5 years of hands-on experience working within a Managed Service Provider (MSP) environment Proven administrative experience with Google Workspace, including user provisioning, security settings, organisational units, groups, policies, and ongoing platform administration.
Extensive experience supporting Microsoft 365, Exchange Online, Active Directory, Microsoft Entra ID, Windows Server, Intune, and Google Workspace, including administration, user management, security policies, and ongoing platform support.
Strong networking knowledge including TCP/IP, VLANs, switching, routing, VPNs, DNS, wireless networking, and firewall technologies Experience administering Microsoft Azure or other cloud infrastructure platforms Strong understanding of cybersecurity principles including MFA, Conditional Access, EDR/XDR, email security, vulnerability management, and security best practices Experience supporting backup, disaster recovery, and business continuity solutions Hands-on experience with RMM platforms, PSA tools, and modern MSP technology stacks Strong troubleshooting, analytical, and problem-solving skills
Excellent written and verbal English communication skills
Ability to work independently and confidently as the senior technical resource during assigned shifts
Experience working within a small to medium-sized Managed Service Provider (MSP) supporting multiple SMB clients is strongly preferred. Candidates should be comfortable operating in a fast-paced environment where engineers manage a broad range of technologies, work closely with clients, and take ownership of technical outcomes.
Demonstrated experience mentoring junior technical team members
Preferred Certifications
Required or expected within 12 months of hire:
Microsoft 365 Certified: Enterprise Administrator Expert (or equivalent MS-102)
One of: CompTIA Security+, CompTIA Network+, or Cisco CCNA
UBWA (Ubiquiti Broadband Wireless Admin) or UEWA, or equivalent UniFi credential
Highly regarded:
Microsoft 365 Certified: Security, Messaging, or Teams Associate
Google Workspace Administrator
Cisco CCNP or equivalent networking certification
VMware Certified Professional (VCP)
CISSP or equivalent security certification
WatchGuard Certified Systems Professional
Nice to Have
Experience supporting small and medium-sized business (SMB) environments across Australia, the United States, or the United Kingdom.
Demonstrated success supporting multiple SMB clients simultaneously within a Managed Service Provider (MSP) environment.
Experience with UniFi networking products and WatchGuard firewalls
Experience supporting AWS or Google Cloud Platform environments
Knowledge of Australian Essential Eight, SMB1001, NIST CSF, or similar cybersecurity frameworks
Experience working with Autotask, Datto RMM, SentinelOne, Check Point Email Security, Keeper, Dropsuite, Backupify, or similar MSP technology stacks.
Microsoft, Cisco, CompTIA, VMware, Google Workspace, or security-related certifications
Experience supporting enterprise migrations and infrastructure modernisation projects
Work Arrangement & Expectations:
This is a remote role that will be set up as an independent contractor engagement.
To ensure alignment and transparency, successful candidates will be expected to:
Disclose any existing ongoing roles or client work
Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)
The role requires alignment with USA business hours and participation in a shared weekend on-call rotation. In return, you'll join a collaborative engineering team that values technical excellence, continuous learning, and career progression.
