MSP Engineer, Network and Security - Rotating shifts

About BRIXIO BRIXIO is a cybersecurity and cloud services provider and a Cloudflare Authorised Service Delivery Partner , dual certified in Core Services and Cloudflare One. We design, implement and operate Cloudflare environments for enterprise and public-sector clients across the Gulf, Europe and Asia, with offices in Casablanca, Paris, Luxembourg, Dubai and Singapore. Since July 2026, BRIXIO has been part of Equans, a Bouygues group company , combining our specialist focus and technical expertise with the scale, stability and career opportunities of a major international organisation. The Role BRIXIO is building a genuine managed services capability — not simply a ticket queue. As an MSP Engineer , you will operate client Cloudflare environments during your shift, combining reactive incident management with structured, proactive engineering. You will detect and investigate issues before clients report them, resolve incidents within committed service levels, execute production changes under controlled processes, and carry out proactive activities designed to improve security, performance and service stability over time. Managed services and support are delivered by the same team. This means your role spans both incident response and scheduled proactive work , with proactive engineering time protected within the rota rather than fitted around ticket volume. You will be the technical responder on shift , but you will not carry an account alone. Client relationship management and reporting are owned by the Delivery Manager, while technical arbitration sits with the MSP & Support Lead. There is no expectation to be reachable outside your scheduled shift . Working Pattern BRIXIO operates a follow-the-sun model across its teams in Morocco and the Philippines, designed around client demand and defined service coverage windows. Early Shift 09:00–17:00 Morocco time Provides full coverage during the core client peak window and is named on relevant client contracts. Late Shift 15:00–23:00 Morocco time Extends coverage across the peak window and includes an overlap and structured handover with the Early Shift. Weekend Rotation Weekend coverage is shared across the team on a reduced rotation. Sunday forms part of the service window for Gulf clients. Shifts are managed through a published rota issued in advance , so you will know your schedule ahead of time. Each shift change includes a 30-minute overlap and written handover , ensuring that engineers do not inherit undocumented situations. Under the current operating model, Gulf night coverage is provided by colleagues in the Philippines within their normal working day. Shift patterns may evolve as the team and client base grow, with any changes discussed with the team in advance. Weekend rotation is compensated in accordance with Moroccan law and Equans policy . What You Will Do Service Operations Staff the client intake channel during your shift, qualify and triage incoming requests, and own first response within committed service levels. Diagnose and resolve incidents across the Cloudflare stack, including WAF, DDoS mitigation, rate limiting, bot management, CDN and caching, DNS, TLS, load balancing, Zero Trust and Workers . Qualify monitoring alerts, act on them using documented runbooks and create tickets where required. Escalate appropriately and early to senior engineers, the MSP & Support Lead and Cloudflare Support in accordance with the escalation matrix. Maintain accurate ticket records in Jira , including detection source, priority and timestamps, supporting accurate service-level reporting. Change Execution Execute production configuration changes under formal change control, including four-eyes validation and a documented rollback plan before deployment. Provide named technical coverage during declared client go-live windows, including pre-go-live validation and active monitoring following cutover. Maintain Cloudflare configuration