L3 Systems Engineer (MSP)

Our client is a well-established Managed Services Provider (MSP) delivering IT infrastructure and cloud support to a diverse portfolio of businesses. They specialize in Microsoft technologies and are committed to providing reliable, high-quality IT solutions backed by exceptional customer service.

They are looking for an experienced Level 3 Support Engineer to provide advanced technical support across multiple client environments in a Managed Services Provider (MSP) setting.

This role is responsible for providing advanced Level 3 support across multiple client environments in an MSP setting, troubleshooting complex technical issues, documenting resolutions and configurations, and managing support tickets while meeting SLA requirements.

Responsibilities

• Provide advanced Level 3 support across multiple client environments in an MSP setting.
• Troubleshoot and resolve complex technical issues.
• Handle technical escalations and manage support tickets while meeting SLA requirements.
• Administer and support Microsoft 365, including Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.
• Support Windows Server, Domain Controllers, Group Policy, and directory synchronization.
• Support Azure Virtual Machines (VMs) and Azure Virtual Desktop (AVD) environments.
• Configure and support hardware firewalls, VPNs, DPI-SSL, and content filtering.
• Support hypervisors and virtualization environments.
• Administer backup technologies and perform recovery tasks as required.
• Document service call notes, resolutions, configurations, checklists, and diagrams.

Requirements

• 3+ years of advanced technical support experience in a Managed Services Provider (MSP) environment.
• Proven ability to troubleshoot complex technical issues independently.
• Experience administering Microsoft environments, including Microsoft 365 (Entra ID (Azure AD), Exchange Online, SharePoint, and Intune), Windows Server, Domain Controllers, Group Policy, directory synchronization, Azure Virtual Machines (VMs), Azure Virtual Desktop (AVD), and PowerShell.
• Experience with hardware firewalls, VPNs, DPI-SSL, and content filtering.
• Experience supporting hypervisors and virtualization platforms.
• Experience with backup technologies.
• Available 40 hours a week on New York business hours, 9 AM to 6 PM ET.