L2/L3 Systems Engineer (MSP Experience Required)

The company is a boutique BPO provider specializing in back-office and operational support for U.S.-based businesses. We are seeking an experienced L2/L3 Systems Engineer with a strong background in Managed Services Providers (MSP) environments to join our team. The ideal candidate will have hands-on experience supporting multiple clients, troubleshooting complex infrastructure issues, and managing Microsoft-based environments.

This role requires a highly technical, organized, and proactive professional who can independently diagnose issues, research solutions, and deliver exceptional support across diverse client environments.

Responsibilities

• Provide advanced Level 2 and Level 3 technical support for multiple client environments.

• Troubleshoot and resolve complex issues involving Microsoft 365, Azure, networking, servers, endpoints, and infrastructure.

• Manage and support Microsoft cloud technologies, including Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.

• Administer and troubleshoot Windows Server environments, including Active Directory, Domain Controllers, Group Policy, and directory synchronization.

• Configure, maintain, and troubleshoot network infrastructure, including firewalls, VPNs, content filtering, and security solutions.

• Support virtualization environments, including hypervisors and virtual machines.

• Assist with Azure infrastructure, including Azure Virtual Machines and Azure Virtual Desktop (AVD).

• Manage backup solutions, perform troubleshooting, and ensure successful recovery processes.

• Document service call notes, technical resolutions, system configurations, diagrams, and internal procedures.

• Create and maintain technical documentation, checklists, and knowledge base articles.

• Research and implement new technologies, tools, and best practices to improve client environments.

• Communicate effectively with clients, team members, vendors, and external stakeholders.

• Prioritize and manage multiple tickets while meeting service-level agreements (SLAs).

• Work collaboratively with other engineers and internal teams to resolve escalated issues.

Requirements

• Minimum 3 years of experience working in an MSP (Managed Services Provider) environment .

• Proven experience supporting multiple clients and managing diverse IT environments.

• Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.

• Ability to work independently, prioritize tasks, and perform effectively under pressure.

• Strong communication skills, both written and verbal.

• Highly organized, detail-oriented, and process-driven.

• Experience documenting technical processes, configurations, and troubleshooting steps.

• Microsoft 365 in general, and specifically Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.

• Experience with:

• PowerShell scripting and automation

• Azure Virtual Machines

• Azure Virtual Desktop (AVD)

• Windows Server administration

• Active Directory and Group Policy

• Directory synchronization tools

• Hardware firewalls

• VPN technologies

• DPI-SSL and content filtering

• Virtualization platforms

• Backup technologies

Candidates whose only experience is in-house IT, a single-company help desk, or an unrelated field are not a fit for this role. Prior experience in a Managed Services Provider (MSP) environment is required.

Preferred Qualifications

• Experience working with multiple MSP tools and platforms.

• Microsoft certifications such as:

• Microsoft Certified: Azure Administrator Associate

• Microsoft 365 Certified: Administrator Expert

• Microsoft Certified: Endpoint Administrator Associate

• Experience managing enterprise Microsoft environments.

• Strong understanding of cybersecurity best practices.

• Experience with firewall vendors such as SonicWall, Fortinet, Meraki, Palo Alto, or similar technologies.

• Experience supporting hybrid cloud environments.

• Experience creating network diagrams and technical documentation.

• Familiarity with IT service management processes and ticketing systems.

• Experience working directly with clients in a consulting or managed services capacity.

Benefits

• Opportunity to work on diverse and exciting projects.

• Supportive and collaborative work environment.

• Weekly payments.

• Weekends off.