Level 3 Engineer

We are seeking an experienced L3 Helpdesk Engineer to join our Managed Services Provider (MSP) team. This role is ideal for a highly technical professional with strong infrastructure, networking, virtualization, and Microsoft cloud administration experience. The successful candidate will serve as a senior escalation point for complex client issues, provide technical leadership to lower-tier engineers, and ensure the stability, security, and performance of client environments.

This position requires a proactive problem solver who thrives in a fast-paced MSP environment, can manage multiple priorities simultaneously, and possesses exceptional documentation and customer communication skills.

·       Act as the senior escalation point for complex Tier 2 and Tier 3 technical issues across multiple client environments.

·       Administer, troubleshoot, and maintain network infrastructure, including Cisco Catalyst, Cisco Meraki, SonicWall, and WatchGuard devices.

·       Manage advanced networking configurations such as VLANs, QoS, STP, MAC filtering, and IPSEC VPN tunnels.

·       Support and maintain virtualization platforms, including VMware ESXi and Microsoft Hyper-V.

·       Administer Microsoft 365 and Intune environments, including user management, security policies, device management, and licensing.

·       Manage backup, disaster recovery, and business continuity solutions using Veeam Backup & Replication.

·       Perform Windows server maintenance, patch management, and system health monitoring.

·       Create and maintain detailed technical documentation, standard operating procedures, and knowledge base articles.

·       Conduct root cause analysis and implement long-term solutions to prevent recurring issues.

·       Collaborate with clients and internal teams to deliver high-quality technical support and infrastructure improvements.

·       Mentor junior engineers and contribute to process optimization and service delivery excellence.

·       Assist with security monitoring, compliance initiatives, and implementation of cybersecurity best practices.

·       5+ years of hands-on IT infrastructure and support experience.

·       Previous experience working within a Managed Services Provider (MSP) environment strongly preferred.

·       Experience supporting multiple client environments simultaneously.

·       Cisco Catalyst Switches

·       Cisco Meraki Switches

·       SonicWall Firewalls

·       WatchGuard Firewalls

·       VMware ESXi

·       Microsoft Hyper-V

·       Dell EqualLogic Storage

·       Advanced Networking Concepts: VLANs, QoS, STP, MAC Filtering

·       IPSEC VPN Tunnel Configuration and Troubleshooting

·       Microsoft 365 Administration

·       Microsoft Intune Administration

·       Veeam Backup & Replication

·       Windows Server Administration and Patching

·       Nice to have only

o   ThreatLocker

o   Auvik

o   NinjaOne

o   Liongard

o   Todyl

o   SIEM platforms and security monitoring solutions

o   Best Cybersecurity practices and compliance frameworks

·       Should be willing to accept a long-term work-from-home arrangement.

·       Should be amenable to a permanent night shift schedule.