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 accu...