DEDICATED ROLE ・ MANAGED FOR YOU

Reduce Reactive Support with a Dedicated Centralised Services Engineer.

With Dijital Team, your Centralised Services Engineer becomes a dedicated member of your MSP, working inside your systems and processes while focusing on improving the technology that sits underneath your service delivery operation.

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Centralised Services Engineer

A dedicated member of your MSP, working inside your systems and processes.

Model

Full-time & dedicated

Location

Sri Lanka

Works in

Remote monitoring and management, Patching, Alerting, Automation, Scripting, Backup monitoring

You interview and select the candidate.

Every MSP wants fewer reactive tickets.

Yet many MSPs invest almost all of their technical capacity in responding to problems after they occur.

A Centralised Services Engineer helps change that model.

Rather than spending their day waiting for users to report problems, a Centralised Services Engineer works proactively across your customer environments to improve the health, consistency, security and automation of the technology you manage.

They can take ownership of your RMM, patch management, monitoring, backup, endpoint management, scripting, automation and other centralised technology platforms.

The objective is simple:

An alert fires.
A device falls behind on patches.
A backup fails.
Disk space becomes critical.
An endpoint protection agent stops reporting.
A configuration drifts from standard.

Eventually, somebody raises a ticket and an engineer begins troubleshooting.

Find and fix more problems before your customers need to contact the service desk.

What Is a Centralised Services Engineer?

A Centralised Services Engineer is responsible for proactively managing and improving the shared technology platforms an MSP uses to support its customers at scale.

Depending on the MSP, the role may also be called a:

Centralised Services Engineer
Proactive Services Engineer
RMM Engineer
RMM Administrator
Systems Automation Engineer
Managed Services Engineer
Tools Engineer
MSP Platform Engineer

While job titles vary, the underlying objective is similar.

Instead of working primarily from a queue of user-generated support tickets, the Centralised Services Engineer focuses on the technology that allows the MSP to monitor, maintain, standardise, automate and secure hundreds or thousands of endpoints centrally.

They may own platforms responsible for:

Remote monitoring and management
Patching
Alerting
Automation
Scripting
Backup monitoring
Endpoint security
Device management
Software deployment
Asset information
Reporting
Endpoint standards

For a growing MSP, this can be one of the most important roles for moving from reactive IT support towards scalable managed services.

Why MSPs Need a Centralised Services Engineer

The economics of managed services depend heavily on efficiency.

When every issue requires an engineer to manually investigate and resolve it, the number of employees required tends to increase alongside the number of customers and endpoints being supported.

That makes growth expensive.

A Centralised Services Engineer focuses on changing this equation.

Rather than simply asking:

“How do we resolve more tickets?”

They ask:

“Why did this become a ticket in the first place?”

If an issue can be detected automatically, it may be possible to identify it earlier.

If it can be remediated through scripting, it may not need an engineer.

If every customer can be configured to the same standard, troubleshooting may become easier.

If recurring tickets can be traced back to a configuration issue, the underlying problem can potentially be fixed across the customer base.

This shift from reactive resolution to proactive prevention can have a significant impact on MSP service delivery.

A dedicated Centralised Services Engineer can help your MSP:

Reduce reactive ticket volumes
Improve patch compliance
Improve endpoint health
Detect issues earlier
Automate repetitive remediation
Standardise customer environments
Improve RMM effectiveness
Reduce unnecessary alerts
Monitor backups proactively
Improve endpoint security
Increase engineer productivity
Improve customer experience
Create service desk capacity
Reduce pressure on L1 and L2 engineers
Improve gross margin
Scale more efficiently

The role is not simply another person working tickets.

It is someone focused on reducing the number of tickets your team needs to work in the first place.

From Reactive Support to Proactive Managed Services

There is an important difference between an IT support company and a mature managed service provider.

An IT support company waits for something to break.

A mature MSP continually works to reduce the likelihood that it will break.

Centralised Services can play an important role in making this transition.

Consider a simple disk-space alert.

In a reactive environment, the disk fills up, the user experiences a problem, a ticket is raised and an engineer investigates.

In a proactive environment, the RMM identifies the issue before the disk becomes full.

In a more mature environment, automation may identify unnecessary files, perform approved remediation and only create a ticket if the automated process cannot resolve the issue.

The customer may never know there was a problem.

That is the direction Centralised Services should move your MSP.

Detect. Prevent. Automate. Standardise. Improve.

What Can a Dedicated Centralised Services Engineer Do?

The responsibilities of your Centralised Services Engineer will depend on your technology stack, customer base and maturity.

Dijital Team recruits each engineer specifically around the requirements of your business.

The automation multiplier

Engineer time spent on one recurring issue

Minutes per ticket15 Tickets each month100

25hours of engineer time each month

300 hours a year

Drag the sliders to see how much service desk time one automated fix can give back.

Dijital Team Centralised Services Engineer

Common responsibilities include:

RMM Platform Management

The RMM is one of the most important operational platforms within an MSP.

Yet in many businesses, nobody truly owns it.

It was configured years ago, technicians make changes when required and new monitors or scripts are gradually added.

Over time, the environment can become noisy, inconsistent and increasingly difficult to manage.

A Centralised Services Engineer can take ownership of your RMM platform.

Responsibilities may include:

Monitoring policies
Alert configuration
Endpoint policies
Agent deployment
Device groups
Automation policies
Script deployment
Software deployment
Monitoring thresholds
Reporting
RMM health
Platform maintenance
Standardisation

The goal is to turn your RMM into an operational platform rather than simply another source of tickets.

Patch Management

Patch management is one of the most common responsibilities within Centralised Services.

Your engineer can help create and maintain structured patching policies across customer environments.

This can include:

Windows patching
Third-party application patching
Patch policies
Maintenance windows
Patch approvals
Patch deployment
Failed patch remediation
Compliance reporting
Exception management
Reboot policies
Patch testing

Rather than waiting for individual technicians to identify devices that have fallen behind, patching can become a centrally managed operational process.

The Centralised Services Engineer can also investigate why devices continually fail to patch and work to resolve the underlying causes.

Proactive Monitoring and Alert Management

More alerts do not necessarily create better monitoring.

A poorly configured RMM can create thousands of alerts, many of which provide little operational value.

When technicians see too many meaningless alerts, alert fatigue develops.

Important issues become harder to identify.

A Centralised Services Engineer can continually review your monitoring environment and ask:

Does this alert require action?

Does this threshold make sense?

Can this issue be automatically remediated?

Should this generate a ticket at all?

This can help reduce unnecessary noise while ensuring important infrastructure issues receive attention.

Monitoring may include:

Server availability
CPU utilisation
Memory
Disk capacity
Windows services
Event logs
Network connectivity
Backup status
Security agents
Endpoint health
Certificate expiry
Application services
Hardware health

The goal is not to create more alerts.

It is to generate better alerts that lead to meaningful action.

Automated Remediation

Detecting a problem is valuable.

Automatically resolving it can be significantly more valuable.

A Centralised Services Engineer can develop scripts and workflows that perform approved remediation when known conditions occur.

For example, automation may:

Restart failed services
Clear temporary files
Perform disk cleanup
Restart applications
Repair agents
Install software
Update configuration
Remediate known endpoint issues
Collect troubleshooting information
Perform health checks

If automation cannot successfully resolve the issue, the platform can then create or escalate a ticket with useful diagnostic information already attached.

This reduces the amount of manual investigation required by the service desk.

Backup Monitoring and Remediation

Backup failures create significant risk.

Yet backup monitoring can also consume a large amount of technical time when it is handled manually.

A Centralised Services Engineer can take proactive ownership of backup monitoring.

Depending on your backup platform, responsibilities may include:

Monitoring backup success
Investigating failed backups
Remediating common failures
Checking storage capacity
Monitoring replication
Reviewing alerts
Escalating significant issues
Verifying backup policies
Maintaining documentation
Producing backup reports

The objective is to identify backup problems proactively rather than discovering them when a restore is required.

Endpoint Security Monitoring

Centralised Services can also help ensure security tools are consistently deployed and operating across managed endpoints.

Your engineer may monitor:

Endpoint protection deployment
EDR agents
Antivirus health
Security agent status
Device compliance
Encryption
Patch status
Vulnerability information
Endpoint configuration
Security baselines

When an endpoint falls outside the required standard, the Centralised Services Engineer can investigate and remediate the issue or escalate it to the appropriate security resource.

This does not necessarily replace a dedicated cybersecurity team.

Instead, it helps ensure that the security controls the MSP has already deployed are operating consistently.

Endpoint Standardisation

Supporting 1,000 endpoints is significantly easier when those endpoints follow defined standards.

It becomes much more difficult when every customer and every device is configured differently.

A Centralised Services Engineer can help improve standardisation across the managed environment.

This may include standards relating to:

Endpoint security
Patching
RMM configuration
Backup
Microsoft 365
Monitoring
Applications
Device policies
Local administration
Power settings
Encryption
Software versions

The greater the consistency across customer environments, the easier it can become to monitor, automate and troubleshoot them.

Software Deployment and Application Management

Software deployment can create large amounts of repetitive service desk work.

A Centralised Services Engineer can use your RMM, MDM or other deployment platforms to centralise common software installation and maintenance.

This may include:

Standard application deployment
Application updates
Security software
RMM agents
Backup agents
Microsoft applications
Utilities
Uninstallation
Application configuration

Instead of engineers manually logging into individual endpoints, software can increasingly be managed as a centralised process.

Device Onboarding and Offboarding

Every new endpoint entering an MSP-managed environment should meet the appropriate standards.

Your Centralised Services Engineer can help create consistent processes for bringing devices under management.

This may include ensuring that new devices receive:

RMM
Endpoint protection
Backup where required
Monitoring policies
Patch policies
Applications
Security configuration
Documentation
Device management policies

Likewise, when devices are retired, systems and licences can be removed appropriately.

This helps improve both security and operational consistency.

Centralised Services and Automation

Centralised Services and automation are closely connected.

The Centralised Services Engineer often identifies repetitive technical processes because they see the same issues occurring across many customer environments.

They may use:

PowerShell
RMM scripting
APIs
Microsoft Graph
Workflow automation
Python
Platform-specific scripting
Existing automation libraries

to reduce manual work.

For example, if a service desk receives 100 tickets every month for the same underlying endpoint issue, the Centralised Services Engineer can investigate whether the problem can be detected and remediated automatically.

That creates a multiplier effect.

Instead of making one engineer faster at resolving the issue, the MSP may remove the issue from the service desk altogether.

Centralised Services Engineer vs Automation Engineer

There can be significant overlap between a Centralised Services Engineer and an Automation Engineer, but the roles generally have different primary focuses.

A Centralised Services Engineer usually focuses on proactively managing and improving the MSP's core technical platforms and customer endpoint environments.

This may include:

RMM
Patching
Monitoring
Backup
Endpoint health
Security agents
Centralised remediation

An Automation Engineer generally has a broader automation focus across the entire MSP.

They may automate processes across:

Service delivery
PSA
CRM
Finance
Sales
Microsoft 365
Customer onboarding
APIs
Rewst
Pia
n8n
Power Automate

For some MSPs these responsibilities can exist within a single position.

For larger MSPs, they may become distinct roles working closely together.

Dijital Team can help structure the position around the needs of your business rather than forcing it into a particular job title.

Centralised Services Engineer vs L2 Engineer

An L2 Engineer and a Centralised Services Engineer may have similar technical foundations but use those skills differently.

An L2 Engineer primarily responds to technical incidents and service requests requiring more advanced troubleshooting.

A Centralised Services Engineer focuses primarily on proactively managing the underlying platforms and environments that help prevent those incidents.

Consider a recurring issue where an application service stops unexpectedly.

The L2 Engineer may troubleshoot the problem when the customer contacts the service desk.

The Centralised Services Engineer asks whether the RMM can detect the failed service and restart it automatically before the customer notices.

Both roles are important.

One resolves the problem.

The other tries to stop the problem from becoming a ticket.

Reduce Reactive Support

One of the most valuable outcomes from Centralised Services is the opportunity to systematically reduce reactive support demand.

Every reactive ticket consumes resources.

Someone needs to receive it.

Someone needs to triage it.

Someone needs to investigate it.

Someone may need to communicate with the customer.

Someone needs to resolve and close it.

Even relatively simple tickets consume time.

A Centralised Services Engineer can analyse recurring issues and progressively move them through a maturity process:

Reactive:
A customer reports an issue and an engineer resolves it.

Proactive:
Monitoring identifies the issue before the customer reports it.

Automated:
Monitoring identifies the issue and automation resolves it.

Prevented:
The underlying configuration or process is changed so the problem no longer occurs.

The further your MSP moves along this journey, the more service capacity can be created.

Improve MSP Profitability Through Proactive Services

Reactive support has a direct impact on managed services economics.

When a customer generates more support demand than expected, the cost of servicing that agreement increases.

If this happens across many customers, gross margin can deteriorate even as revenue grows.

Centralised Services provides another lever for addressing this challenge.

Instead of only trying to make technicians work tickets faster, the MSP can focus on reducing the number of tickets being generated.

Consider an issue that takes an engineer 15 minutes to resolve and occurs 200 times each month.

That represents 50 hours of technical capacity.

If a Centralised Services Engineer can automate or eliminate that process, those 50 hours can be redirected towards work that creates greater customer value.

Multiply that across dozens of repetitive issues and the potential impact can become significant.

The objective is not to eliminate your service desk.

It is to ensure your skilled engineers spend less time repeatedly solving problems technology could have prevented or resolved for them.

The Economics of Preventing a Ticket

MSPs frequently measure:

Tickets per endpoint
Tickets per user
Tickets per technician
Average resolution time
Utilisation
SLA performance

These are important measures.

But one of the most valuable questions is:

How many tickets did we prevent?

If proactive monitoring, automation and standardisation reduce average ticket demand across your customer base, the same service desk can potentially support more endpoints.

That creates operating leverage.

Revenue can increase without technical headcount needing to increase at exactly the same rate.

That is why a Centralised Services Engineer should not simply be viewed as another technical expense.

The role can become a capacity creation function within the MSP.

Technologies Your Centralised Services Engineer May Support

Dijital Team can recruit Centralised Services Engineers with experience across a variety of MSP technology stacks.

Technology coverage

Platforms by area

Tap a bar to see the platforms. Backup and disaster recovery experience is recruited around your MSP's own tools.

Depending on your environment, this may include:

RMM Platforms

Kaseya VSA / VSA X
Datto RMM
NinjaOne
ConnectWise Automate
N-able
Atera

PSA Platforms

HaloPSA
Autotask
ConnectWise PSA
Kaseya platforms

Endpoint Management

Microsoft Intune
Microsoft Endpoint Manager
RMM platforms
MDM solutions

Microsoft Technologies

Microsoft 365
Microsoft Entra ID
Microsoft Intune
Microsoft Defender
Windows Server
Active Directory
PowerShell
Microsoft Graph
Azure

Backup and Disaster Recovery

Experience can be recruited around the backup technologies used by your MSP, including cloud backup and BDR platforms.

Security

The role may also support endpoint and security platforms such as:

Microsoft Defender
SentinelOne
Huntress
Sophos
Vulnerability management tools
Endpoint protection platforms

The exact technology requirements should be defined around your existing environment.

Hire a Kaseya Centralised Services Engineer

For MSPs operating within the Kaseya ecosystem, Dijital Team can recruit a Centralised Services Engineer with relevant platform experience.

A Kaseya-focused engineer may take ownership of areas including:

Kaseya VSA or VSA X
Monitoring
Agent health
Automation
Scripting
Patch management
Endpoint policies
Software deployment
Alert optimisation
Reporting

They may also have experience across other components of the broader MSP stack.

The objective should not simply be to administer Kaseya.

It should be to continually improve how the MSP uses the platform to reduce manual workload and increase consistency across customers.

Proactive Services Need Clear Ownership

One of the challenges with proactive work is that reactive work always feels more urgent.

A customer ticket arrives and somebody needs to respond.

A project deadline approaches and somebody needs to deliver it.

An escalation occurs and a senior engineer gets involved.

As a result, activities such as RMM optimisation, patch-policy improvement, script development and alert tuning continually get postponed.

Everyone agrees they are important.

Nobody has time to do them.

Creating a dedicated Centralised Services Engineer gives proactive improvement an owner.

Instead of waiting for somebody to find spare time, one person has responsibility for continually asking:

What can we improve?

What can we standardise?

What can we automate?

What can we prevent?

That ownership is often what turns proactive services from a good intention into an operating capability.

Build a Centralised Services Improvement Backlog

A strong Centralised Services function should have an ongoing improvement backlog.

There will always be another process to improve.

Your engineer can continually identify opportunities such as:

Noisy alerts
Failed patches
Missing agents
Recurring service desk tickets
Backup failures
Inconsistent endpoint policies
Manual software deployment
Outdated scripts
Monitoring gaps
Configuration drift
Security tool gaps
Manual health checks

These opportunities can then be prioritised according to business impact.

Rather than trying to fix everything at once, your Centralised Services Engineer can progressively improve the managed environment.

Over time, small improvements compound.

A Dedicated Engineer, Not a Shared Resource

Dijital Team provides dedicated team members.

Your Centralised Services Engineer works exclusively for your business rather than being shared across multiple MSPs.

This is particularly important for Centralised Services because the engineer needs to develop a deep understanding of your technology standards, customers and operating environment.

Your engineer can:

Work inside your RMM
Work inside your PSA
Attend service delivery meetings
Collaborate with L1, L2 and L3 engineers
Maintain an improvement backlog
Develop scripts
Monitor patching
Review backup failures
Improve alerting
Maintain documentation
Track service health
Improve endpoint standards
Work with vendors
Participate in continual service improvement

Over time, they become the internal owner and expert for the platforms that power your managed services operation.

Why Hire a Centralised Services Engineer in Sri Lanka?

Centralised Services requires a combination of MSP experience, infrastructure knowledge, scripting ability and strong process discipline.

Dijital Team provides access to experienced technology professionals in Sri Lanka who can become dedicated members of your existing MSP team.

For Australian, New Zealand and UK businesses, this creates an opportunity to build specialist proactive-services capability while maintaining a sustainable technical cost base.

Your engineer works from a professional environment with the infrastructure and local support required to perform effectively.

They remain dedicated to your organisation while Dijital Team provides the local employment and operational support around them.

The opportunity is not simply about reducing employment costs.

It is about making it commercially viable to dedicate someone to proactive improvement rather than constantly pulling your existing engineers away from reactive customer work.

What Makes a Great Centralised Services Engineer?

A strong Centralised Services Engineer needs a different mindset from someone who simply enjoys resolving tickets.

They should naturally look for patterns.

When they resolve a problem, they should ask why it occurred.

When they see an alert repeatedly, they should question whether it can be improved.

When they see an engineer performing the same manual task every day, they should ask whether it can be scripted.

Strong candidates typically demonstrate:

MSP experience
Strong RMM knowledge
PowerShell or scripting capability
Windows administration
Microsoft 365 knowledge
Endpoint management experience
Patch management experience
Monitoring experience
Strong troubleshooting capability
Understanding of backup
Security awareness
Process thinking
Attention to detail
Documentation skills
Analytical thinking
Automation mindset
Personal ownership
Continuous improvement mentality

Previous service desk experience can be particularly valuable.

An engineer who has spent time resolving tickets often understands exactly which repetitive issues create the greatest burden for frontline support.

Our Centralised Services Engineer Recruitment Process

Every MSP has a different centralised services stack.

One business may be heavily invested in Kaseya.

Another may use Datto RMM.

Another may operate NinjaOne with HaloPSA.

Another may require strong ConnectWise Automate expertise.

Dijital Team recruits specifically around your environment.

Step 01
Role Definition
We work with you to understand your RMM, PSA, endpoint management, backup, security and automation platforms.
We also define the operational outcomes you want the position to achieve.
Step 02
Talent Acquisition Screening
Our team identifies candidates whose technical experience aligns with the position.
Step 03
Communication Assessment
Candidates can be assessed for their ability to communicate clearly with technical teams, vendors and other stakeholders.
Step 04
Technical Assessment
Candidates can be evaluated against the RMM, scripting, Microsoft, endpoint and infrastructure skills required for the role.
Step 05
Cultural Assessment
We assess alignment with your working style, team environment and values.
Step 06
Technical Interview
Candidates may undertake a technical interview before being shortlisted.
Step 07
Customer Interview
You interview suitable candidates and decide who is the strongest fit for your business.
You retain control over the final hiring decision.

More Than Recruitment

Building an offshore Centralised Services capability requires more than identifying someone who knows an RMM platform.

Dijital Team provides the local employment and operational infrastructure required for your engineer to become a sustainable member of your team.

This includes:

Local employment
HR support
Payroll
Employee benefits
Professional office environment
IT equipment
Business connectivity
Backup power
Team engagement
Ongoing support

Our Customer Success team also remains involved after your engineer commences.

You can focus on setting technical priorities and improving service delivery while Dijital Team supports the local employment environment around the team member.

A Simple and Transparent Pricing Model

Dijital Team provides a single fixed price for each role.

Our pricing model is designed to make the cost of building an offshore team clear and predictable.

Rather than presenting a headline price followed by multiple additional employment and operational charges, your agreed role price incorporates the infrastructure and support required for your team member.

For a Centralised Services Engineer, the commercial discussion should also consider the capacity that the role can create.

If better monitoring, automation, patching and standardisation remove hundreds of hours of reactive technical effort each year, the engineer can deliver value far beyond the tasks they personally complete.

Is a Centralised Services Engineer Right for Your MSP?

A dedicated Centralised Services Engineer may be a strong fit if:

If several of these issues sound familiar, your next technical hire may not need to be another service desk engineer.

You may need someone focused on reducing the workload reaching the service desk.

Your RMM does not have a clear owner
Your service desk receives too many preventable tickets
Patching requires significant manual intervention
Your RMM generates excessive alert noise
Backup failures are handled reactively
Security agents regularly fall out of compliance
Endpoint configurations are inconsistent
Engineers repeatedly resolve the same problems
Automation is not progressing quickly enough
Scripts exist but nobody maintains them
Senior engineers spend too much time on platform administration
Your MSP has grown but your centralised tools have not matured with it
Ticket volumes are increasing alongside customer growth
You want to improve support margins
You want your service desk to become more proactive
You need more capacity without simply adding more ticket-based engineers

Build a More Proactive MSP with Dijital Team

Great managed services should not simply resolve problems quickly.

They should prevent as many problems as possible.

A dedicated Centralised Services Engineer can help move your MSP from reactive support towards proactive service delivery by taking ownership of the technology that monitors, maintains and automates your customer environments.

With Dijital Team, your engineer is recruited specifically around your MSP stack and becomes an embedded member of your existing team.

Whether you use Kaseya, Datto RMM, NinjaOne, ConnectWise Automate, N-able, HaloPSA, Autotask or other MSP platforms, we can help you build the dedicated capability required to continually improve them.

Reduce reactive tickets. Improve endpoint health. Automate remediation. Standardise environments. Create more capacity.

Talk to Dijital Team About a Centralised Services Engineer

Frequently Asked Questions

What does a Centralised Services Engineer do?

A Centralised Services Engineer proactively manages the shared technology platforms an MSP uses to monitor and maintain customer environments. Responsibilities commonly include RMM administration, monitoring, patch management, scripting, automation, backup monitoring, endpoint health and platform optimisation.

What is the difference between Centralised and Centralised Services Engineer?

There is no difference in the role. Centralised Services Engineer is the British/Australian spelling, while Centralised Services Engineer is commonly used in North America. Both describe essentially the same MSP function.

Is a Centralised Services Engineer the same as an L2 Engineer?

No. An L2 Engineer typically focuses on resolving escalated support incidents. A Centralised Services Engineer focuses more heavily on proactively managing platforms, endpoints and automation to prevent or automatically resolve those incidents.

Is a Centralised Services Engineer an Automation Engineer?

There can be overlap. Centralised Services Engineers commonly use scripting and automation to improve endpoint management and reduce reactive support. A dedicated Automation Engineer may have a broader remit across operational and business processes throughout the MSP.

Does a Centralised Services Engineer work tickets?

They may handle tickets related to centralised services, platform issues or proactive alerts, but their primary purpose should not be acting as another general service desk engineer. The greatest value comes from allowing them to focus on proactive improvement.

Can a Centralised Services Engineer manage our RMM?

Yes. RMM ownership is commonly one of the core responsibilities of the position.

Can Dijital Team recruit a Kaseya Centralised Services Engineer?

Yes. Experience with Kaseya VSA or VSA X can be included as a core requirement when recruiting the position.

Can you recruit someone with Datto RMM experience?

Yes. The role can be recruited around Datto RMM or the other platforms used within your MSP.

Can you recruit a NinjaOne Engineer?

Yes. NinjaOne experience can be included among the technical requirements for the Centralised Services Engineer position.

Can a Centralised Services Engineer manage patching?

Yes. Patch policy, deployment, monitoring, failed-patch remediation and compliance reporting can form an important part of the role.

Can they monitor backups?

Yes. Depending on the technologies and processes used by your MSP, the engineer can monitor backup health, investigate failures and coordinate remediation.

Can a Centralised Services Engineer write PowerShell scripts?

Yes. Scripting ability, particularly PowerShell, can be an important skill for a Centralised Services Engineer focused on automation and proactive remediation.

Can this role help reduce service desk tickets?

That should be one of its primary objectives. The engineer can identify recurring issues and use monitoring, automation, standardisation and root-cause remediation to progressively reduce unnecessary reactive demand.

How should we measure a Centralised Services Engineer?

Useful measures may include:

Tickets per endpoint
Reduction in recurring tickets
Patch compliance
Backup success
RMM agent health
Endpoint compliance
Alert volumes
Automated remediation rates
Hours of manual work removed
Script adoption
Number of endpoints meeting technical standards

The most important measures should focus on outcomes rather than simply the number of tasks completed.

Will the engineer work exclusively for our MSP?

Yes. Dijital Team provides dedicated team members. Your Centralised Services Engineer works exclusively for your organisation.

Can we choose the successful candidate?

Yes. Dijital Team recruits and assesses suitable candidates, but you interview shortlisted applicants and make the final selection.

What hours can a Centralised Services Engineer work?

Working hours are agreed as part of the role definition and can be aligned with Australian, New Zealand or UK operations.

Can we start with one Centralised Services Engineer?

Yes. Many MSPs can establish a Centralised Services function with one dedicated engineer who initially focuses on the highest-impact areas such as RMM health, patching, alerting, backup and automation.

Where should a new Centralised Services Engineer start?

A useful starting point is establishing a baseline of the current environment.

This may include reviewing RMM health, patch compliance, alert volumes, backup failures, missing agents, recurring tickets, endpoint standards and existing automation.

From there, the engineer can build a prioritised improvement backlog based on the amount of reactive effort each issue creates.