Support Engineer L3 - MSP Escalations & Infrastructure

Job Description

Support Engineer L3 – MSP Escalations & Infrastructure

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Chantilly, VA | On-Site | $95K–$110K + Bonus

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An established and growing Managed Service Provider serving the DC metro area for more than 20 years is looking for a Support Engineer L3 to join its four-person Escalations team.

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This is a true Tier 3 / senior escalation role for an engineer who enjoys being the person the rest of the support team turns to when an issue gets complicated. You’ll work across Microsoft infrastructure, M365, servers, virtualization, networking, firewalls, cloud, cybersecurity, and backup/disaster recovery, while also getting involved in infrastructure projects and automation.

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This is not a high-volume help desk position. The team is looking for someone who can take ownership of difficult technical issues, determine root cause, and see problems through resolution.

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What You’ll Be Doing

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• Serve as a Tier 3 escalation point for complex issues across workstations, servers, networks, cloud platforms, cybersecurity, backups, and client applications.
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• Troubleshoot and resolve advanced Microsoft infrastructure and M365 issues.
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• Support and troubleshoot Cisco networking, SonicWall firewalls, VPNs, switches, wireless, VLANs, and network segmentation.
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• Work extensively with VMware and Hyper-V virtualized environments.
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• Support Citrix environments and related infrastructure.
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• Troubleshoot backup failures and assist with restores, disaster recovery, and business continuity.
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• Assist with infrastructure projects including server deployments, virtual machines, firewall replacements, network upgrades, VLANs, and migrations.
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• Use PowerShell and RMM automation to streamline support, deploy software, remediate vulnerabilities, and eliminate repetitive issues.
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• Work closely with the service, projects, security, and compliance teams.
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What They’re Looking For

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• Strong Tier 3 / senior-level troubleshooting experience within Microsoft-based environments.
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• Must have MSP experience
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• Hands-on experience with Microsoft 365 and the Microsoft ecosystem.
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• Experience supporting SonicWall, Cisco, Citrix, VMware, and Hyper-V environments.
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• Strong understanding of servers, networking, firewalls, virtualization, and cloud infrastructure.
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• Ability to independently troubleshoot an issue from initial escalation through root-cause resolution.
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• PowerShell/scripting experience is a plus.
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• Strong communication and documentation skills.
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• Team-oriented personality — they care heavily about culture, collaboration, and willingness to learn, and are not expecting someone to check every technical box on day one.
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• Must be a U.S. Citizen.
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Compensation & Benefits

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• $95K–$110K base salary
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• Performance-based bonus opportunities
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• Medical, dental, and vision coverage
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• 401(k) with 6% employer match
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• Paid technical training, including ConnectWise University and Pluralsight
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• Strong opportunity for continued technical advancement
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• Established MSP with long-term presence in the DC market
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