Level 3 IT Support Engineer Managed Services Provider (MSP)

Job DescriptionJob DescriptionSummaryOur client is an established IT Solutions and Managed Services Provider (MSP) seeking an experienced Level 3 IT Support Engineer to join their team in Round Rock, TX. This position requires a highly skilled IT professional capable of resolving complex technical issues, managing client infrastructure, and implementing reliable technology solutions.The ideal candidate will have at least 5 years of hands-on IT experience, with advanced expertise in Windows Server, Active Directory, networking, firewalls, Microsoft 365, and cloud technologies. Previous MSP experience is highly preferred, along with strong communication skills and the ability to provide senior-level technical support, lead infrastructure projects, and collaborate directly with business clients.Duties & Responsibilities Level 3 Technical Support & Escalation ManagementServe as a senior-level technical escalation resource for complex infrastructure, networking, server, and systems-related issues.Diagnose and resolve advanced technical problems escalated from Level 1 and Level 2 support personnel.Troubleshoot complex hardware, software, network connectivity, authentication, and system performance issues.Perform root cause analysis for recurring technical incidents and implement long-term corrective solutions.Provide advanced technical support across multiple client environments, ensuring timely and effective issue resolution.Monitor critical system alerts and respond to infrastructure incidents in accordance with established service guidelines.Document complex troubleshooting procedures, technical resolutions, and system changes within the company's ticketing platform.Provide technical guidance and escalation support to junior engineers and help desk technicians.Support new user onboarding and complex account provisioning when required.Network Infrastructure & SecurityDesign, configure, deploy, maintain, and troubleshoot routers, managed switches, firewalls, and enterprise networking infrastructure.Architect and implement Local Area Networks (LANs) and related network connectivity solutions.Troubleshoot advanced network issues involving routing, switching, DNS, DHCP, VPN connectivity, and network performance.Configure and manage firewall policies, network security controls, and secure remote access solutions.Perform network assessments and recommend infrastructure improvements to enhance security, reliability, and performance.Support network migrations, hardware replacements, and infrastructure modernization projects.Maintain accurate network diagrams, configuration records, and technical documentation.Collaborate with clients and internal technical teams to resolve network-related challenges.Windows Server, Active Directory & Microsoft TechnologiesDeploy, configure, administer, and troubleshoot Windows Server environments.Manage Active Directory, including Group Policy, user administration, security groups, permissions, and authentication services.Troubleshoot complex Windows Server, domain, and workstation issues.Administer and support Microsoft Exchange Server and related email services.Support Microsoft 365 environments, including user administration, email services, identity management, and productivity applications.Assist with server migrations, operating system upgrades, infrastructure improvements, and system maintenance.Configure and maintain file servers, shared resources, permissions, and related infrastructure.Evaluate server performance, system reliability, and configuration issues and recommend appropriate improvements.Support integration between on-premises infrastructure and cloud-based Microsoft services.Cloud Solutions, VoIP & Infrastructure EngineeringDesign, implement, and support cloud-based computing solutions that address client business requirements.Assist with infrastructure migrations, cloud adoption initiatives, and modernization projects.Configure, deploy, monitor, and troubleshoot Voice over Internet Protocol (VoIP) systems.Diagnose VoIP connectivity, configuration, call quality, and performance issues.Evaluate existing IT infrastructure and recommend improvements to enhance reliability, scalability, and operational efficiency.Support implementation of new servers, network equipment, business applications, and related technologies.Coordinate infrastructure upgrades and deployments to minimize disruption to client operations.MSP Operations & Proactive Systems ManagementProvide advanced technical support across multiple managed client environments.Utilize Remote Monitoring and Management (RMM) tools to monitor infrastructure, investigate alerts, and perform proactive maintenance.Work within Professional Services Automation (PSA) and ticketing platforms to manage escalated service requests, technical activities, and project documentation.Perform system health assessments and identify opportunities to improve infrastructure reliability and security.Develop and maintain technical documentation, standard operating procedures, and client environment records.Identify recurring technical issues and recommend permanent solutions.Collaborate with internal support teams to improve troubleshooting procedures, escalation processes, and service delivery.Assist with mentoring junior engineers and sharing technical knowledge across the organization.Client Consulting, Solution Architecture & Technical Sales SupportCollaborate with sales and account management teams to provide pre-sales and post-sales technical consulting.Participate in client discovery meetings, site visits, infrastructure assessments, and technical planning discussions.Evaluate client technology environments and identify opportunities for system improvements, upgrades, and new technology solutions.Develop technical recommendations and assist with designing solutions that align with client business objectives.Support preparation of technical proposals, presentations, implementation plans, and project recommendations.Translate business requirements into practical infrastructure and technology solutions.Participate in solution implementation, project deployment, and ongoing technical account management.Serve as a trusted technical resource for clients by communicating complex technical information clearly and professionally.Provide recommendations regarding infrastructure performance, reliability, security, and long-term technology planning.Qualifications & Requirements Required Experience & Technical BackgroundMinimum 5 years of hands-on IT infrastructure, systems engineering, and advanced technical support experience.Minimum 3 years of client-facing technical experience, including IT consulting, technical account management, sales engineering, or related responsibilities.Demonstrated experience resolving Level 3 technical escalations involving complex server, network, and infrastructure issues.Advanced knowledge of Windows Server, Active Directory, Microsoft Exchange, and Windows operating systems.Strong experience configuring, maintaining, and troubleshooting routers, managed switches, firewalls, and networking infrastructure.Experience designing, deploying, and supporting business IT infrastructure solutions.Strong understanding of network architecture, system administration, authentication, and infrastructure security.Ability to independently troubleshoot complex technical problems and implement effective long-term solutions.Experience evaluating client technology requirements and recommending appropriate technical solutions.Strong understanding of business productivity systems and the relationship between technology infrastructure and business operations.Advanced Technical SkillsStrong knowledge of Windows Server administration, Active Directory, Group Policy, DNS, DHCP, and related Microsoft technologies.Experience administering and troubleshooting Microsoft Exchange Server and email infrastructure.Familiarity with Microsoft 365, cloud services, and hybrid IT environments.Advanced understanding of LAN networking, routing, switching, firewalls, VPNs, and network security.Experience with file servers, user permissions, system access controls, and infrastructure configuration.Knowledge of VoIP systems, including deployment, monitoring, administration, and troubleshooting.Ability to conduct technical assessments, analyze infrastructure requirements, and develop solution recommendations.Experience supporting server upgrades, network migrations, and infrastructure implementation projects.Ability to prepare detailed technical documentation, implementation plans, and client-facing proposals.Client Service & Professional SkillsExcellent written and verbal communication skills, with the ability to explain complex technical concepts to business stakeholders.Strong customer service skills and a professional, consultative approach to client relationships.Ability to understand client business requirements and recommend practical technology solutions.Advanced analytical thinking, troubleshooting, and root cause analysis capabilities.Strong organizational, multitasking, and time-management skills.Ability to prioritize escalated incidents, client requirements, and technical projects in a fast-paced environment.Self-motivated, dependable, results-oriented, and capable of working independently.Strong leadership and mentoring skills, with the ability to guide junior technical personnel.Ability to collaborate effectively with engineering, support, sales, and account management teams.Professional judgment and accountability when managing critical client infrastructure and technical issues.Preferred Experience & CertificationsPrevious experience working for a Managed Services Provider (MSP) is highly preferred.Experience supporting multiple business clients and managing diverse IT infrastructure environments.Experience with RMM platforms such as Kaseya, ConnectWise, or comparable solutions.Experience with PSA and ticketing systems such as Autotask, ConnectWise, or similar platforms.Experience designing and implementing infrastructure solutions for small and midsize businesses.Experience participating in technical sales, discovery meetings, client presentations, and proposal development.Previous technical sales training or sales engineering experience.CompTIA Network+ and/or CompTIA Security+ certification.Relevant Microsoft certifications in Microsoft 365, Azure, Windows Server, or related technologies.Cisco CCNA or CCIE certification.Experience with cloud migrations, hybrid infrastructure, network security improvements, and infrastructure modernization.Previous experience mentoring Level 1 or Level 2 engineers.