L3 Managed Service Engineer

The L3 Managed Services Engineer is a senior-level technical role responsible for resolving complex IT issues and serving as a key escalation point within the Service Desk. This role requires deep technical expertise across infrastructure, networking, cloud, and security, along with a strong customer-focused mindset.

The ideal candidate is highly proactive, thrives in fast-paced environments, and can independently troubleshoot and resolve advanced technical issues with minimal guidance. In addition to technical delivery, this role plays a critical part in mentoring junior engineers, improving service quality, and driving operational excellence. Success in this role is measured by timely resolution of complex issues, high customer satisfaction, and contribution to team performance.

JOB RESPONSIBILITIES

• Serve as a senior escalation point for complex technical issues from Level 1 and Level 2 teams

• Provide expert-level troubleshooting across servers, networks, cloud platforms, and end-user environments

• Perform advanced remote troubleshooting for workstations, servers, and network-related issues

• Manage and support remote access solutions including VPNs, Terminal Services, and cloud-based environments

• Lead and support migrations and upgrades, including Microsoft 365 (Exchange, SharePoint) and Microsoft Entra (Azure AD/Intune)

• Install, configure, and optimize workstations, hardware, and software for performance and reliability

• Provide guidance, mentorship, and technical direction to junior engineers

• Participate in on-call rotations to support after-hours incidents and critical issues

• Travel on-site when required to support client environments (limited travel)

• Maintain accurate and detailed documentation of incidents, resolutions, and standard operating procedures

• Ensure adherence to internal processes, SLAs, and best practices

• Continuously identify opportunities to improve systems, processes, and service delivery

• 5+ years of experience in a Managed Services Provider (MSP) environment

• Strong expertise in Windows Desktop and Windows Server (2016 and above)

• Advanced knowledge of:

      Networking (WAN/LAN, routing, switching, firewalls, load balancing)

      Networking protocols (TCP/IP, VPN, IPSEC, VoIP, QoS)

      Virtualization platforms and storage solutions (SAN, RAID, iDRAC, iLO)

      Microsoft 365, Google Workspace, and Remote Desktop Services

      Microsoft Entra (Azure AD), Intune, Conditional Access, and DLP

      DNS/DHCP administration and troubleshooting

• Experience with server hardware configuration and infrastructure management

• Working knowledge of scripting and automation (PowerShell or similar)

• Familiarity with macOS, mobile device management (iOS/Android), and VoIP systems

• Strong analytical and problem-solving skills with the ability to work independently

• Excellent communication skills with the ability to explain complex technical concepts to non-technical users

• Proven ability to mentor junior team members and lead technical initiatives

• Strong organizational skills, attention to detail, and ability to manage multiple priorities

CERTIFICATIONS 

• Microsoft 365 / Azure certifications (preferred)

• Cisco certifications (e.g., CCNP) (preferred)

• Security certifications (e.g., CISSP) (nice to have)

• CompTIA certifications or equivalent experience (nice to have)