Join our global team of extraordinary technologists!

BUI is an industry-leading technology consultancy and a Microsoft Azure Expert MSP, Microsoft Solutions Partner for the Microsoft Cloud, and Microsoft Security Experts MXDR Partner. We deliver advanced solutions across Cloud, Security, Networking, and Managed Services, supporting mid-market and enterprise organizations globally.

Our work is guided by three principles: Innovation, Delivery, and Results. At BUI, you’ll collaborate with highly skilled architects, consultants, developers, engineers, and security specialists to design and deliver sophisticated solutions that help our customers modernize, transform, and scale their businesses.

We offer an environment where expertise is valued, performance is recognised, and contributions are visible. If you’re looking to apply your skills in a business that combines technical excellence with meaningful impact, we invite you to apply.

The Position:

MSP Engineer

Role Overview:

The MSP Engineer forms part of the first line of technical support within the Managed Services team. The role is responsible for monitoring support queues, performing initial triage, resolving user and endpoint-related incidents, and escalating issues where required to maintain service continuity.

Operating in a 24/7 Managed Services environment, the MSP Engineer uses Remote Monitoring and Management (RMM), ITSM, Microsoft 365, Intune, Azure monitoring, and other support platforms to analyse customer environments, resolve technical issues, respond to service requests, document findings, and contribute to ongoing service improvement.

ROLES AND RESPONSIBILITIES

Incident & Queue Management

· Monitor assigned ticket queues and alerts.

· Perform initial ticket triage, categorisation, prioritisation and troubleshooting.

· Resolve incidents and service requests within the MSP Engineer scope.

· Maintain ownership of assigned tickets until resolution or formal escalation.

· Escalate unresolved or higher-complexity issues in accordance with SOPs and escalation procedures.

· Ensure troubleshooting, customer communication and resolution details are accurately recorded in Jira.

· Work within agreed customer SLAs and internal operational standards.

Customer & End-User Support

· Provide customer support via telephone, email, remote support and the ITSM platform.

· Troubleshoot common Windows 10/11 workstation and application issues.

· Resolve Microsoft 365 client issues relating to Outlook, Teams, OneDrive and other supported applications.

· Assist with user onboarding, access requests, password resets and general end-user support.

· Communicate clearly and professionally with customers throughout the support lifecycle.

Endpoint & Device Management

· Troubleshoot endpoint hardware, software, printers and peripherals.

· Support Microsoft Intune-managed devices.

· Assist with device enrolment, compliance, application deployment and configuration-related issues.

· Assist with workstation patching and endpoint maintenance.

· Perform basic FortiClient VPN configuration and connectivity troubleshooting.

Microsoft 365, Identity & Access

· Perform basic Microsoft 365 administration.

· Assign and troubleshoot Microsoft 365 licences.

· Perform basic Active Directory and Microsoft Entra ID user and group administration.

· Reset passwords, unlock accounts and assist with access-related issues.

· Perform basic troubleshooting of authentication and identity-related incidents.

Monitoring & Infrastructure Support

· Proactively monitor customer environments using platforms such as N-able, Azure Monitor, Intune and related MSP monitoring tools.

· Investigate and respond to monitoring alerts within the MSP Engineer scope.

· Assist with workstation and server patching activities.

· Perform initial checks on backup and endpoint protection platforms such as Microsoft Defender, N-able, Veeam, Redstor, Soteria or equivalent toolsets.

· Escalate infrastructure, backup, security or monitoring incidents where deeper investigation is required.

Networking

· Perform basic network troubleshooting using ping, ipconfig and nslookup.

· Troubleshoot basic Wi-Fi, DNS, DHCP, VPN and connectivity issues.

· Identify possible VLAN or network-related symptoms and escalate where required.

· Assist with basic network hardware replacement or troubleshooting under appropriate guidance.

Knowledge, Collaboration & Continuous Improvement

· Maintain clear and accurate technical documentation and follow established SOPs.

· Contribute to MSP Engineer knowledge articles and support documentation.

· Participate in shift handovers, team meetings and technical knowledge-sharing sessions.

· Work collaboratively with MSP Consultants and senior technical resources during escalations.

· Identify recurring incidents and recommend improvements to SOPs or support processes.

TECHNICAL REQUIREMENTS & WORKING KNOWLEDGE

Endpoint Support

· Windows 10/11 troubleshooting.

· Hardware, printer and peripheral support.

· Endpoint configuration and software troubleshooting.

· Basic workstation and server patching.

· FortiClient VPN setup and troubleshooting.

Microsoft 365 & Endpoint Management

· Microsoft 365 user and client support.

· Outlook, Teams and OneDrive troubleshooting.

· Microsoft Intune fundamentals.

· Device enrolment, compliance and application deployment fundamentals.

· Microsoft 365 licence administration.

Identity & Access

· Active Directory user and group administration.

· Microsoft Entra ID fundamentals.

· Password resets, account unlocks and access troubleshooting.

· Basic understanding of authentication and MFA.

Networking

· TCP/IP fundamentals.

· DNS and DHCP fundamentals.

· Wi-Fi and VPN troubleshooting.

· Basic VLAN awareness.

· Use of ping, ipconfig and nslookup.

MSP Tools & Operations

· ITSM and ticket management platforms such as Jira.

· Remote Monitoring and Management tools.

· Azure Monitor and similar monitoring platforms.

· Basic backup and endpoint security monitoring.

· Understanding of SLA-driven service delivery and escalation procedures.

MINIMUM QUALIFICATION REQUIREMENTS

Candidates applying for the MSP Engineer role must, at minimum, hold the following certifications:

Microsoft

· AZ-900 - Microsoft Azure Fundamentals

· MS-900 - Microsoft 365 Fundamentals

· SC-900 - Microsoft Security, Compliance and Identity Fundamentals

· MD-102 - Microsoft 365 Endpoint Administrator Associate

Other

· CompTIA A+

ADDITIONAL MSP ENGINEER CERTIFICATION REQUIREMENTS

The following form part of the complete MSP Engineer development pathway and are completed within the defined MSP Tier Progression timelines:

AWS

· CLF-C02 - AWS Certified Cloud Practitioner

Other

· CompTIA Network+

Additional / Optional Microsoft Certifications

· AI-900 - Microsoft Azure AI Fundamentals

· PL-900 - Microsoft Power Platform Fundamentals

· DP-900 - Microsoft Azure Data Fundamentals

EXPERIENCE

· Previous IT Support, Service Desk, Desktop Support or Managed Services experience is advantageous.

· Experience within an SLA-driven technical support environment is preferred.

· Practical exposure to Microsoft 365, Intune, Active Directory, Microsoft Entra ID, Windows endpoints and basic networking is advantageous.

· Experience with RMM, monitoring, backup, endpoint security or ITSM platforms will be beneficial.