MSP Engineer

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.

MSP Engineer

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.

• 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.

• 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, One Drive 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.

• 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 Forti Client VPN configuration and connectivity troubleshooting.

• Perform basic Microsoft 365 administration.
• Assign and troubleshoot Microsoft 365 licences.
• Perform basic Active Directory and Microsoft Entra  and group administration.
• Reset passwords, unlock accounts and assist with access-related issues.
• Perform basic troubleshooting of authentication and identity-related incidents.

• 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.

• 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 elevate where required.
• Assist with basic network hardware replacement or troubleshooting under appropriate guidance.

• Maintain clear and accurate technical documentation and follow established SOPs.
• Contribute to MSP…