Level 3 Support & Projects Engineer

Company Overview

Acuutech, established in 1996 with its headquarters in London and regional headquarters in Singapore, delivers IT solutions and services to SMEs and multinational organisations across Asia. Our services span cloud and infrastructure, networking, cybersecurity and managed IT support.

Acuutech is a Certified Great Place to Work in Singapore.

Role Overview

We are seeking an experienced Level 3 Support & Projects Engineer to join our Technical Services team in Singapore.

This is a senior, hands-on role combining third-line escalation support with the design and delivery of infrastructure projects for enterprise customers. The successful candidate will act as a technical escalation point for complex incidents and problems across Microsoft-centric environments, while also playing a key role in the planning, build and deployment of infrastructure projects spanning Azure, hybrid cloud and on-premises platforms.

The role is suited to an engineer with strong Azure IaaS and Windows Server expertise who enjoys both the investigative depth of Level 3 support and the structured delivery of project work.

Key Responsibilities

Support (Level 3)

• Act as the final internal escalation point for complex incidents and problems across Azure, Windows Server, virtualisation and networking platforms.
• Perform root cause analysis on recurring or high-impact issues and drive permanent resolution through problem management.
• Own escalated tickets through to resolution, maintaining clear communication with customers and internal teams throughout.
• Liaise with Microsoft and other third-party vendors on escalated support cases.
• Mentor and provide technical guidance to Level 1 and Level 2 engineers, contributing to knowledge base articles and runbooks.
• Proactively identify risks, single points of failure and improvement opportunities within supported environments.

Projects

• Deliver infrastructure projects from design through build, deployment, testing and handover into support.
• Produce and maintain technical documentation, including high-level and low-level designs, build guides and as-built documentation.
• Deploy and configure Azure IaaS workloads, including virtual machines, virtual networks, storage, backup and recovery services.
• Build, migrate and upgrade Windows Server environments, including Active Directory, DNS, DHCP, file services and Hyper-V.
• Participate in project scoping and pre-sales technical discussions where required, providing accurate effort estimates.
• Work to agreed project plans, timescales and change control processes, flagging risks and blockers early.

Essential Skills & Experience

• Proven hands-on experience designing, deploying and supporting Azure IaaS environments, including virtual machines, virtual networks, NSGs, storage accounts, Azure Backup/Site Recovery, monitoring and cost management, or closely related hybrid cloud experience.
• Strong Windows Server expertise (2016-2025), including Active Directory Domain Services, Group Policy, DNS, DHCP, certificate services, failover clustering and Hyper-V.
• Demonstrable experience operating at a third-line level, including advanced troubleshooting, log analysis and structured root cause analysis.
• Experience producing clear technical documentation to a professional standard.
• Excellent communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences.
• Must be eligible to work in Singapore as a Singapore Citizen, Permanent Resident or holder of a valid work pass.

Desirable Skills & Experience

• Hardware: Experience racking, cabling, configuring and troubleshooting enterprise server and storage hardware such as Dell, HPE and Lenovo, including firmware/driver lifecycle management and out-of-band management (iDRAC/iLO/XCC).
• Enterprise Networking: Configuration and support of switches, routers and firewalls VLANs and inter-VLAN routing experience with RDMA (RoCE/iWARP), DCB/PFC/ETS and BGP in datacentre or SDN environments.
• Microsoft HCI: Deployment and operation of Windows Server HCI (Storage Spaces Direct) and/or Azure Local, including Network ATC, storage networking, cluster lifecycle management and Azure Arc integration.
• System Center: Experience with one or more of Virtual Machine Manager (VMM), Configuration Manager (SCCM/MECM), Operations Manager (SCOM) and Data Protection Manager (DPM).
• Microsoft 365 & Security: Administration of Exchange Online, SharePoint Online and Intune, including device and application management, plus experience with Microsoft Defender (Endpoint/Office 365), Microsoft Sentinel and Microsoft Purview.
• Other Virtualisation Platforms: Experience with VMware (vSphere/ESXi, vCenter), Citrix Hypervisor/Xen (including XCP-ng) and Linux-based virtualisation (KVM), together with general Linux server administration skills.
• Azure Platform Services: Deployment and support of Azure Virtual Desktop (AVD), including host pools, FSLogix profiles and image management, and Azure Kubernetes Service (AKS), including cluster deployment, networking and workload management.
• Scripting and automation experience using PowerShell.
• Relevant Microsoft certifications such as AZ-104 Azure Administrator, AZ-800/AZ-801 Windows Server Hybrid Administrator, AZ-140 or equivalent.
• Experience working within ITIL-aligned service management processes.
• Willingness to undertake occasional regional (APAC) travel for project deployments.

Personal Attributes

• Self-motivated and able to manage competing support and project priorities effectively.
• Methodical and detail-oriented in troubleshooting and documentation.
• A collaborative team player who shares knowledge willingly and supports junior colleagues.
• Calm under pressure, particularly during major incidents.
• Committed to continuous learning and keeping pace with Microsoft cloud and hybrid technologies.

Additional Information

• Full-time, permanent position based in Singapore, with travel to customer sites as required.
• Occasional out-of-hours work may be required for project deployments and maintenance windows.
• All offers are subject to satisfactory references and verification of eligibility to work in Singapore.