Support Engineer L3 - Msp Escalations

Support Engineer L3 – MSP Escalations

Location: Chantilly, VA

Salary: $90,000–$105,000 + Bonus

Schedule: Monday–Friday, 8:00 AM–5:00 PM

Employment: Full-Time, Direct Hire

Overview

An established Managed Service Provider serving the DC metro area is seeking a Support Engineer L3 to join its Escalations team. This is a senior-level technical role for an engineer who enjoys solving complex problems across Microsoft infrastructure, networking, virtualization, cloud, and cybersecurity.

As a Tier 3 subject matter expert, you will take ownership of advanced escalations while also contributing to automation and infrastructure projects. The team places a strong emphasis on culture, collaboration, and teamwork and is willing to work with someone who may not check every technical box on day one.

Responsibilities

Own and resolve Tier 3 escalations across workstations, servers, networks, cloud platforms, cybersecurity tools, backups, and business applications.

Troubleshoot complex technical issues and perform root-cause analysis.

Support Microsoft 365 and Microsoft-based client environments.

Troubleshoot routers, switches, firewalls, wireless networks, VPNs, VLANs, and network security configurations.

Support VMware and Hyper-V virtualization environments.

Work with Cisco, SonicWall, Citrix, and other infrastructure technologies.

Create scripts and automation through RMM platforms, with PowerShell highly preferred.

Support backup, disaster recovery, restores, recovery testing, and failed-backup remediation.

Assist with server deployments, virtual machines, firewall replacements, network segmentation, VLANs, and infrastructure upgrades.

Collaborate with service, project, security, compliance, and leadership teams.

Maintain clear technical documentation and communicate effectively with both technical and non-technical users.

Technical Requirements

Strong Microsoft ecosystem experience, including Microsoft 365.

Experience supporting SonicWall and Cisco networking environments.

Experience with VMware and Hyper-V.

Experience supporting Citrix environments.

Strong Tier 3 troubleshooting and escalation experience.

Understanding of networking, cloud, cybersecurity, backup, and infrastructure technologies.

PowerShell/scripting experience is highly preferred.

Previous MSP experience is strongly preferred.

Additional Requirements

Must be a U.S. Citizen.

Must be able and willing to work onsite in Chantilly, VA.

High school diploma or higher.

Strong organizational and time-management skills.

Ability to work independently while remaining a strong team player.

Excellent written and verbal communication skills.

Compensation & Benefits

$90,000–$105,000 base salary

Performance-based bonus opportunities

Health, dental, and vision benefits

401(k) with 6% employer match

Technical training and professional development

Access to platforms such as ConnectWise University and Pluralsight

Strong opportunities for continued technical and career advancement