L3 (MSP) System Engineer

Level 3 Systems Engineer (MSP)

Location: Rockville, MD

Employment Type: Full-Time

Work Arrangement: Onsite / Hybrid (Based on Client Requirements)

Industry: Managed IT Services (MSP)

Position Overview

We are seeking an experienced Level 3 Systems Engineer to join a growing Managed Service Provider (MSP) in Rockville, Maryland.

This position is ideal for a highly technical, customer-focused engineer who enjoys solving complex infrastructure challenges, leading technical projects, and serving as an escalation resource for Tier 1 and Tier 2 technicians.

The successful candidate will have extensive experience supporting multiple client environments, managing Microsoft cloud and on-premises infrastructure, troubleshooting advanced networking and security issues, and implementing scalable solutions aligned with MSP best practices.

This is a hands-on engineering role requiring strong technical ownership, excellent documentation, and the ability to balance escalations, project delivery, and proactive infrastructure improvements.

Key Responsibilities

Advanced Technical Support & Escalations

• Serve as the highest-level technical escalation point for complex issues involving servers, networks, cloud platforms, and security infrastructure.
• Diagnose and resolve advanced technical issues across multiple customer environments.
• Perform root cause analysis (RCA) for recurring incidents and recommend permanent solutions.
• Collaborate with service desk technicians

Microsoft 365, Azure & Cloud Infrastructure

• Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and OneDrive.
• Manage Microsoft Entra ID, Active Directory, Group Policy, DNS, DHCP, and identity synchronization.
• Deploy and manage Microsoft Intune, Autopilot, Conditional Access, and multifactor authentication.
• Support Azure infrastructure, including virtual machines, virtual networks, storage, and hybrid connectivity.
• Plan and execute Microsoft 365 tenant migrations, server migrations, and cloud modernization initiatives.

Systems & Virtualization

• Design, deploy, maintain, and troubleshoot Windows Server environments.
• Support VMware vSphere/ESXi and Microsoft Hyper-V virtualization platforms.
• Manage server infrastructure, storage, backup, and disaster recovery solutions.
• Perform system upgrades, infrastructure migrations, and lifecycle replacements.
• Implement high-availability, business continuity, and disaster recovery solutions.

Networking & Cybersecurity

• Troubleshoot advanced LAN/WAN, routing, switching, VLAN, VPN, DNS, and firewall issues.
• Configure and support firewalls from vendors such as Fortinet, SonicWall, Cisco Meraki, and Palo Alto.
• Support endpoint detection and response (EDR), MFA, email security, and vulnerability remediation.
• Investigate security incidents and coordinate remediation with internal security teams or MSSP partners.
• Apply security best practices across Microsoft 365, Azure, endpoints, and network infrastructure.

Project Engineering & Client Delivery

• Lead infrastructure projects from discovery and technical planning through implementation, validation, and documentation.
• Execute server upgrades, cloud migrations, network deployments, and security improvements.
• Develop scopes of work, implementation plans, and technical documentation.
• Communicate project status, technical risks, and recommendations to clients and internal stakeholders.
• Coordinate project activities to minimize downtime and business disruption.

MSP Operations & Documentation

• Work effectively within PSA, RMM, and documentation platforms such as ConnectWise, Autotask, HaloPSA, Datto RMM, NinjaOne, and IT Glue.
• Maintain accurate ticket notes, technical documentation, configuration records, and time entries.
• Follow established service delivery processes, escalation procedures, and SLA requirements.
• Mentor Tier 1 and Tier 2 engineers and contribute to technical knowledge sharing.
• Identify recurring service issues and opportunities for automation and operational improvement.
• Collaborate with Technical Account Managers (TAMs), vCIOs, and service leadership on client technology roadmaps.

Required Qualifications

• 5+ years of hands-on IT infrastructure engineering experience , including significant experience in an MSP or multi-client environment.
• Demonstrated success resolving complex Tier 3 technical escalations.
• Advanced administration of Windows Server, Active Directory, Group Policy, DNS, and DHCP.
• Strong experience with Microsoft 365, Entra ID, Azure, and hybrid cloud environments.
• Experience administering VMware and/or Hyper-V.
• Strong understanding of TCP/IP networking, routing, switching, VLANs, VPNs, and firewall technologies.
• Experience supporting backup, disaster recovery, and cybersecurity solutions.
• Proven ability to independently plan and execute infrastructure projects.
• Experience using PSA, RMM, and technical documentation platforms.
• Strong troubleshooting, customer communication, time management, and documentation skills.
• Ability to manage competing priorities across multiple customer environments.

What Success Looks Like

First 30 Days

• Become familiar with the MSP's technology stack, service delivery processes, and client environments.
• Begin independently resolving complex technical escalations.
• Establish effective working relationships with service desk and project teams.

First 60 Days

• Independently manage Tier 3 escalations and assigned infrastructure projects.
• Identify recurring technical issues and recommend improvements.
• Contribute to documentation and knowledge transfer.

First 90 Days

• Demonstrate ownership of complex technical issues from diagnosis through resolution.
• Successfully deliver assigned infrastructure projects.
• Reduce repeat escalations through root cause analysis and permanent remediation.
• Become a trusted technical resource for clients and internal engineering teams.

Ideal Candidate

The ideal candidate is more than an advanced troubleshooter. They are a senior technical problem-solver who takes ownership, thinks proactively, and understands the importance of delivering consistent service across multiple client environments

They are comfortable working directly with clients, mentoring junior engineers, leading technical projects, and balancing immediate service needs with long-term infrastructure reliability.

Above all, they understand that success in an MSP requires a combination of technical expertise, accountability, communication, documentation, and customer service