About the role
Diacom is seeking a Senior MSP Engineer to lead the delivery, support, and continuous improvement of managed IT, network, and security services across a diverse customer base.
This is a senior technical role for an experienced engineer who enjoys solving complex infrastructure challenges, leading customer-facing projects, and helping shape high-performing managed services environments. You will act as a senior escalation point, drive service quality and operational excellence, and play a key role in the strategic growth of our managed services portfolio.
You will also mentor junior engineers, contribute to service development, and act as a trusted technical advisor to customers.
What you’ll do
Managed services delivery and support
- Design, implement, and support managed IT, network, and security solutions across customer environments
- Act as the Level 3 escalation point for complex technical issues across infrastructure, networking, and security platforms
- Maintain high availability, performance, and security across managed environments
- Deliver proactive maintenance, optimisation, and continuous improvement across supported systems
IT, network, and security engineering
You will deploy, configure, and support solutions including:
- Microsoft 365, Windows Server, and Windows Client
- Next-generation firewalls including SonicWall, Palo Alto, and Fortinet
- Network switching, wireless, segmentation, VPNs, and high-availability architectures
You will also:
- Manage firewall policies, threat prevention tuning, and security hardening
- Design and implement secure network architectures aligned to operational and customer requirements
Security and compliance
- Implement and manage firewall rulebases, IPS/IDS, threat protection, and secure remote access
- Apply network segmentation and Zero Trust security principles
- Perform security assessments and support remediation of vulnerabilities
- Ensure customer environments align with current security best practices and compliance requirements
- Apply best practices across Microsoft Intune, Microsoft 365, Windows, and Windows Server
Troubleshooting and escalation
- Diagnose and resolve complex issues across customer infrastructure
- Perform root cause analysis and implement preventative improvements
- Provide expert escalation support and technical guidance to Level 1 and Level 2 engineers
Projects and service improvement
- Lead the technical delivery of upgrades, migrations, and new deployments
- Work with internal teams to deliver integrated customer solutions
- Contribute to the development and enhancement of managed service offerings
Documentation and reporting
- Maintain accurate technical documentation across customer environments
- Produce reports on performance, incidents, and service delivery metrics
- Ensure all work is logged and tracked in line with internal processes
Leadership and collaboration
- Mentor junior engineers and support knowledge sharing across the team
- Work closely with account managers and customers to align technical solutions with business outcomes
- Build trusted relationships with customers as a senior technical advisor
What we’re looking for
Required
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline — or equivalent practical experience
- 7–9 years’ experience in a managed services, infrastructure, or network engineering environment
- Strong expertise across networking and security technologies
- Proven experience supporting complex customer environments
- Advanced troubleshooting, analytical, and problem-solving capability
- Strong communication skills with experience working directly with customers
Preferred
- Vendor certifications such as Palo Alto PCNSE, Fortinet NSE, or Microsoft certifications
- Strong understanding of modern IT infrastructure and managed services delivery
- Experience with RMM platforms and Microsoft Intune
- Scripting or automation experience using Python or PowerShell
- Experience leading technical projects and mentoring engineers
- Ability to produce clear, high-quality technical documentation and operational standards
Working environment
- Hybrid role with time split between office and customer sites
- Regular customer site visits will be required
- Participation in an on-call rotation and occasional after-hours support
Why join us?
At Diacom, you’ll work with a broad range of customers, modern infrastructure technologies, and a collaborative technical team that values quality engineering, customer outcomes, and continuous improvement. This is an opportunity to take ownership of complex environments while helping shape the future of our managed services offering.
