Senior Managed Service Engineer

We are seeking an experienced Senior Managed Services Engineer (Tier 3) to provide advanced technical support, troubleshoot complex IT issues, and deliver exceptional service in a fast-paced Managed Services Provider (MSP) environment. This is a hands-on, customer-facing role supporting a key client in Midtown Manhattan. The ideal candidate brings strong expertise in Microsoft technologies, Windows Server, networking, virtualization, and cloud infrastructure, along with the ability to independently resolve escalated technical issues and mentor junior engineers. If you enjoy solving challenging technical problems, working directly with customers, and serving as a trusted technical resource, this is an excellent opportunity to make an impact.

Key Responsibilities

• Serve as a senior escalation resource for Tier 1 and Tier 2 support teams, troubleshooting complex hardware, software, network, and infrastructure issues.
• Provide onsite and remote technical support for workstations, servers, networks, cloud services, and business-critical applications.
• Administer and troubleshoot Microsoft 365, Windows Server, Microsoft Entra ID (Azure AD), Intune, and Active Directory environments.
• Support network infrastructure, including firewalls, switches, routers, VPNs, DNS/DHCP, and remote access solutions.
• Manage and troubleshoot virtualization platforms, server hardware, storage systems, and backup solutions.
• Assist with infrastructure upgrades, hardware replacements, cloud migrations, and Microsoft 365 implementations.
• Configure, deploy, and maintain workstations, servers, peripherals, and software.
• Mentor junior engineers, share technical knowledge, and promote troubleshooting best practices.
• Maintain accurate technical documentation, ticket updates, and standard operating procedures.
• Prioritize and resolve service requests efficiently while maintaining high customer satisfaction.
• Participate in a rotating after-hours on-call schedule.

Required Qualifications

• 5+ years of technical support experience within a Managed Services Provider (MSP) environment.
• Proven experience providing Tier 3 technical support and resolving complex infrastructure and end-user issues.
• Advanced knowledge of Windows 10/11, Windows Server 2016+, and Microsoft 365 administration.
• Strong experience with Microsoft Entra ID, Active Directory, Intune, Conditional Access, and identity management.
• Expertise in networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, switching, firewalls, and VPN technologies.
• Hands-on experience with virtualization technologies, server hardware, RAID, SAN storage, and remote access solutions.
• Experience supporting Microsoft Exchange Online, SharePoint, Remote Desktop Services, and cloud environments.
• Strong diagnostic, troubleshooting, and root-cause analysis skills.
• Ability to independently manage escalated technical issues and competing priorities.
• Excellent customer service, communication, and technical documentation skills.
• Experience mentoring or providing technical guidance to junior support engineers.

Preferred Qualifications

• Experience with MSP tools, including Professional Services Automation (PSA), Remote Monitoring and Management (RMM), Mobile Device Management (MDM), and network monitoring platforms.
• PowerShell scripting, automation, or experience with Python, Bash, or VBScript.
• Familiarity with macOS, iOS, Android, VoIP, and Google Workspace.
• Experience supporting cloud migrations, infrastructure upgrades, and technical projects.
• Microsoft, Cisco, or security certifications such as AZ-104, MD-102, SC-300, CCNA, CCNP, Security+, or CISSP.

What Makes You Successful

• You are a hands-on technical problem solver who thrives on resolving complex IT challenges.
• You take ownership of issues from initial troubleshooting through resolution.
• You communicate technical concepts clearly to customers and colleagues.
• You balance technical expertise with a strong sense of urgency and customer service.
• You enjoy mentoring others while continuously expanding your own technical knowledge.
• You are organized, adaptable, and comfortable working independently in a dynamic MSP environment.

This position primarily supports a dedicated customer in Midtown Manhattan and requires onsite presence at least three days per week , with additional remote support responsibilities. Participation in a rotating after-hours on-call schedule is required. The role may involve occasional lifting of equipment up to 25 pounds and physical activities associated with workstation and infrastructure installations.