Level 3 Infrastructure Engineer / Systems Administrator

Job Description Job Description The Role at a Glance This is a Senior Service Desk role , not a Professional Services role. The Level 3 Infrastructure Engineer / Systems Administrator is a technical anchor for the Service Desk , the person who resolves the hardest issues, stabilizes client environments, and helps eliminate recurring problems at their root. Tickets are the priority. Escalations are the responsibility. Platform stability is the mission. This role works closely across our Service Desk , Centralized Services, and Professional Services to improve standards, strengthen environments, and tamp down on recurring issues. There will be opportunities to support Professional Services initiatives over time, but success in this role starts with owning complex support work and execution excellence. This is an ideal role for a growing Systems Administrator who: Enjoys solving difficult problems Takes pride in clean, stable, well‑documented environments Wants to grow into deeper infrastructure, security, or Professional Services work by earning it through execution Work Environment This is primarily an onsite role at our headquarters in Allen, TX, with occasional local travel to client sites. Reliable transportation and a valid driver’s license are required Mileage reimbursement is provided for all business‑related travel About Us We are a mid ‑ size, fast ‑ growing Managed Services Provider (MSP) , delivering structured, standards‑driven IT support and infrastructure services to clients across multiple industries. We believe great MSPs are built on: Strong execution Clear roles and accountability Stable, standardized environments Engineers who fix problems once, not over and over again Our Service Desk is not a stepping stone, it’s a critical pillar of client confidence and operational excellence. Essence of the Role The essence of this role is execution, stability, and trust . You are the escalation point for issues that are complex, persistent, or business-impacting. You don’t just resolve incidents, you help make sure they don’t recur. This role emphasizes: Advanced troubleshooting and escalation resolution Microsoft cloud and on‑prem infrastructure administration Networking, firewall maintenance, and troubleshooting Partnering with Centralized Services to improve standards, patching, and reliability Clear documentation and disciplined process adherence This is not an architecture or design role , but it is a role where your technical judgment, follow‑through, and consistency matter every day. What Success Looks Like Escalated Service Desk issues are resolved efficiently and correctly Recurring problems are reduced through root‑cause analysis and remediation Microsoft environments are stable, secure, and aligned with standards Network and firewall issues are diagnosed confidently and resolved cleanly Centralized Services can rely on you to help improve patching, updates, and systemic fixes Documentation is accurate, current, and usable by the broader team Clients experience confidence, professionalism, and clarity, even during issues Key Responsibilities Service Desk Escalation & Advanced Support Act as a primary escalation point for Level 2 Service Desk technicians Troubleshoot and resolve complex infrastructure, identity, endpoint, and network issues Perform root‑cause analysis and collaborate to eliminate repeat incidents Communicate clearly with internal teams and clients during escalations Microsoft Platform Administration Administer Microsoft 365 tenant environments (users, groups, licensing, core services) Perform advanced administration in Entra ID, Intune, Conditional Access, Exchange Online, SharePoint, and Teams Support hybrid identity environments, Active Directory, and Group Policy Monitor system health, alerts, and service degradation Networking & Security Infrastructure Maintain and troubleshoot network infrastructure, including switches, wireless, and firewalls Perform firewall administration, rule reviews, and issue resolution (Fortinet experience strongly preferred) Diagnose connectivity, VPN, and performance issues across client environments Support secure, standardized networking practices aligned with company standards Centralized Services Collaboration Work closely with Centralized Services to: Address systemic issues Improve patching and update outcomes Support complex change execution Assist in implementing improvements that increase environment stability and reliability Automation & Tooling Use and maintain PowerShell scripts and automation tools for routine tasks Assist with script development and improvement under senior guidance Leverage MSP tools including Autotask, DattoRMM, Intune, and PIA for operational efficiency Documentation & Process Discipline Create and maintain accurate documentation in IT Glue (configs, SOPs, diagrams) Follow established standards, processes, and change management practices Identify documentation gaps and improvement opportunities Growth, Mentorship & Professional Services Exposure Act as a technical mentor for Service Desk Technicians by guiding escalations, reinforcing troubleshooting best practices, and helping grow team capability. Contribute to training through knowledge sharing, documentation, and coaching that reduces repeat issues and raises Service Desk effectiveness. Advancement into project, infrastructure, or Professional Services roles is earned through consistent performance, reliability, and demonstrated readiness. Required Qualifications Experience & Background 3–5 years of experience in systems administration or infrastructure support MSP experience required Hands‑on experience with Microsoft 365, Entra ID, Intune, and Windows Server Strong troubleshooting experience in complex, multi‑tenant environments Core Technical Skills Advanced Microsoft 365 and identity administration Solid understanding of networking fundamentals Firewall maintenance and troubleshooting experience (Fortinet preferred) Exposure to PowerShell scripting and automation concepts Experience with Autotask, DattoRMM, and IT Glue Preferred Qualifications Fortinet (NSE) certifications or equivalent experience Microsoft, CompTIA, or security certifications Experience supporting hybrid and cloud‑first environments Soft Skills That Matter Here Strong customer‑service mindset, particularly during escalations Clear, calm, and professional communication Discipline around documentation and process Analytical problem‑solver who looks for permanent fixes Comfortable working in a fast‑paced, accountability‑driven MSP environment Physical Requirements Ability to lift 40lbs. Ability to sit, stand, drive, and work on a laptop for extended periods Ability to access network/server closets, manage cabling, and install devices as needed