Senior Managed Services Engineer (L2/L3)

Senior Managed Services Engineer (L2/L3) - Enterprise MSP
Location: Remote / Hybrid (EST business hours)
Job Type: Full-time
Company: LincolnIT

Job Summary
LincolnIT is seeking a Senior Managed Services Engineer (L2/L3) to support a large, enterprise-scale managed services engagement delivered under a hybrid MSP/MSO model. This role is dedicated to a single client environment and is responsible for day-to-day operational execution across infrastructure, cloud, identity, Microsoft 365, endpoint operations, and data protection.
This position is ideal for an experienced MSP engineer who values ownership, stability, and disciplined service delivery over ticket churn or ad-hoc project work.

Key Responsibilities
Infrastructure & Cloud Operations

• Operate and support VMware and AWS environments
• Provision and decommission Windows and Linux servers
• Maintain OS build standards, capacity validation, and inventory accuracy
• Support Microsoft server platforms including SQL, RDS, and VDI

Patch & Vulnerability Management

• Execute monthly OS patching for Windows and Linux servers
• Support emergency and zero-day patching activities
• Perform patch validation, rollback, and post-patch verification
• Remediate vulnerabilities aligned to CVSS severity and approved change windows
• Document remediation outcomes and approved exceptions

Application Patch Support

• Coordinate patching with internal application owners and third-party vendors
• Execute approved patch plans during maintenance windows
• Validate application functionality post-patch
• Document dependencies, outcomes, and issues

Backup, Storage & Data Protection

• Administer enterprise backup and recovery platforms (e.g., Rubrik, Pure Storage, Dell PowerScale, Azure Files, M365 workloads)
• Monitor backup jobs and remediate failures
• Perform file-level, mailbox-level, and VM-level restores
• Support retention, compliance alignment, and restore testing

Identity & Access Management

• Administer Active Directory (users, groups, GPOs, OUs)
• Execute access change requests and decommissioning activities
• Support Microsoft Entra ID user, role, and Conditional Access administration
• Maintain identity hygiene and lifecycle processes

Microsoft 365 Administration

• Administer Microsoft 365 tenant services
• Manage licensing and configuration settings
• Support Exchange Online and hybrid environments
• Perform mailbox provisioning, permissions management, and mail-flow troubleshooting
• Execute litigation hold and retention administration (administrative tasks only)

Endpoint Management & Security Operations

• Support endpoint patching and vulnerability remediation at scale
• Enforce CIS and approved security baselines
• Execute endpoint policy enforcement and failure remediation
• Support compliance and remediation reporting

Incident, Request & Change Execution

• Respond to and resolve incidents across servers, endpoints, and Microsoft 365 (P1-P4)
• Participate in a 24x7 on-call rotation for Priority 1 incidents
• Execute approved changes in accordance with CAB and ITIL processes
• Coordinate escalations with vendors and internal specialist teams
• Contribute to root cause analysis and continuous service improvement

How This Role Operates

• Dedicated to a single enterprise client during business hours (staggered shifts)
• Works within a governed MSP framework (SDM, SLAs, CAB)
• Uses automation and tooling for repeatable operational tasks
• Supported by shared NOC, cloud, escalation, and specialist teams

Required Qualifications

• 5+ years of experience in MSP or enterprise IT operations
• Strong Windows Server and Active Directory administration skills
• Hands-on VMware experience; AWS operational experience preferred
• Microsoft 365 and Exchange Online administration experience
• Proven experience with patching, vulnerability remediation, and backups
• Familiarity with ITIL-aligned incident, problem, and change management
• Experience supporting large-scale environments (hundreds of servers, thousands of endpoints)
• Strong documentation and operational discipline

Preferred Qualifications

• Healthcare or regulated-industry experience
• Experience with Rubrik, Citrix, Pure Storage, or similar platforms
• Microsoft, VMware, or AWS certifications

What We Offer

• Enterprise-grade environments and long-term client engagements
• Clear scope, ownership, and accountability
• Mature MSP operating model with strong governance
• Support from shared specialist and escalation teams
• Competitive compensation and benefits

Why LincolnIT
At LincolnIT, we focus on operational excellence, clarity, and accountability . This role offers real ownership, stability, and the opportunity to work in a disciplined MSP model supporting enterprise clients - without chaos or ambiguity.