MSP Engineer (L3)

Join our growing team of IT Professionals. Location:[Hybrid / On-site asrequired] Type:Full-Time Compensation: $110k+ depending on experience. Health insurance. 15 days flex PTO. 401k. About Diligex Diligex is a Managed Services Provider focused on delivering secure, reliable, and well-architected IT environments. We prioritize standards, documentation, and long-term solutions over quick fixes. Our team operates in a structured, process-driven environment where engineers are expected to think critically, take ownership, and communicate clearly. Role Overview The Level 3 Engineer (L3) is the highest technical escalation point within our Service Delivery team. This role is responsible for resolving complex technical issues, leading major incident response, and contributing to project-level work across cloud, infrastructure, and security. You’ll also play a key role in mentoring junior technicians and improving overall service delivery. This is a senior, hands-on role for someone who can operate independently and bring strong technical leadership to the team. What You’ll Do Advanced Technical Escalations Serve as the final escalation point for L1 and L2 technicians Own and resolve complex or high-severity issues across infrastructure, networking, cloud, and security Troubleshoot advanced issues involving: Active Directory and Entra ID (Azure AD) Microsoft 365 (Exchange Online, SharePoint, Teams) Microsoft 365 Security (Defender, Conditional Access, identity/security controls) Virtualization (Hyper-V, VMware) Cisco Meraki (firewalls, switching, wireless), VPNs, and routing Backup, storage, and disaster recovery systems Lead technical response during major outages Root Cause Analysis & Problem Management Perform deep-dive root cause analysis on recurring or critical issues Identify long-term fixes—not just immediate resolutions Document findings clearly and consistently Drive improvements to systems, standards, and tooling Project & Technical Work Execute complex technical work across client projects, including: Microsoft 365 migrations and security implementations Identity and access security (Conditional Access, MFA, compliance controls) Infrastructure and network upgrades (Meraki environments) Validate designs, identify risks, and ensure strong execution Ensure all work aligns with Diligex standards and documentation Provide guidance and escalation support to Level 1 and 2 technicians Coach on troubleshooting methodology and best practices Help identify skill gaps and training opportunities Process & Standards Improvement Improve documentation, technical standards, and service delivery processes Reduce recurring issues through better design and execution Promote consistency across all client environments What You Bring 5–8+ years of IT experience (MSP or multi-client environment strongly preferred) Required: Strong hands-on experience with Microsoft 365 security stack Entra ID (Azure AD) Conditional Access policies Identity and access management best practices Deep expertise in Microsoft 365 and cloud environments Strong experience with: Windows Server and Active Directory Networking fundamentals and design Cisco Meraki (required) Virtualization platforms Backup and disaster recovery Proven ability to troubleshoot complex, cross-platform issues Strong communication and documentation skills Ability to independently own and drive resolution of high-impact issues Nice to Have Intune / Endpoint Manager PowerShell or automation Security certifications or Microsoft certifications What Success Looks Like Complex issues are resolved correctly the first time Major incidents are handled quickly and effectively Recurring issues decrease due to strong root cause analysis L1/L2 engineers improve through your guidance Documentation is clear, structured, and consistent You proactively improve systems and processes—not just fix issues #J-18808-Ljbffr Diligex