Senior Systems Engineer (L3 / Escalation Support)

Job Overview

Our client is a security-focused Managed IT Services and Managed Security Services provider supporting organizations throughout the United States. The company provides managed IT, cybersecurity, Microsoft 365, cloud services, network management, backup and disaster recovery, IT consulting, automation, and technical support.

We are looking for an experienced Senior Systems Engineer (L3 / Escalation Support) to serve as a key technical escalation point for Level 1 and Level 2 technicians.

This is not a basic help desk position. The successful candidate should be able to independently troubleshoot complex technical issues, identify root causes, and take ownership of problems involving Microsoft environments, servers, networks, endpoints, cybersecurity, cloud services, and other managed systems.

The role will also involve direct communication with U.S.-based clients, making strong English communication and professional client-facing skills essential.

Job Details

Work setup: Work from Home Schedule: Monday to Friday | 8:00 AM–5:00 PM | U.S. Eastern Time * Occasional after-hours maintenance, emergency escalation, or scheduled project work may be required. Holiday: Will follow U.S. holidays

Responsibilities

Level 3 Technical Escalation

• Serve as a senior escalation point for Level 1 and Level 2 technicians.
• Take ownership of complex or unresolved technical issues and tickets.
• Troubleshoot advanced endpoint, server, network, Microsoft 365, cloud, application, and security issues.
• Perform root cause analysis rather than repeatedly addressing symptoms.
• Review escalated tickets and determine appropriate troubleshooting strategies and next steps.
• Provide technical guidance and mentoring to junior technicians.
• Document technical resolutions and troubleshooting procedures.

Systems Monitoring & Maintenance

• Proactively monitor managed client environments and system health.
• Investigate recurring endpoint and server alerts.
• Troubleshoot Windows workstations, servers, services, applications, and operating system issues.
• Review patch status and resolve failed Windows updates.
• Monitor device health and identify systems requiring remediation.
• Perform preventive maintenance and recommend permanent solutions for recurring technical problems.

Microsoft 365 & Cloud

• Administer and troubleshoot Microsoft 365 environments.
• Support Microsoft Entra ID, Exchange Online, Microsoft Teams, SharePoint, OneDrive, and Microsoft Defender.
• Troubleshoot MFA, Conditional Access, user provisioning, user termination, shared mailboxes, distribution groups, permissions, and email delivery.
• Assist with Microsoft 365 security investigations and compromised-account investigations.
• Use PowerShell and Microsoft Graph where applicable.

Server & Network Administration

• Support Windows Server environments, including Active Directory and Group Policy.
• Troubleshoot DNS, DHCP, TCP/IP, VLANs, VPNs, routing, switching, wireless networks, and firewalls.
• Support virtual environments such as VMware and Hyper-V.
• Troubleshoot server performance, storage, Windows services, application servers, and backup-related issues.
• Support remote access and site-to-site VPN environments.

Cybersecurity & Backup

• Monitor and respond to security-related alerts.
• Investigate EDR/MDR alerts and suspicious endpoint activity.
• Assist with malware investigations, endpoint isolation, and containment.
• Support compromised-account and phishing investigations.
• Verify endpoint encryption, firewall, EDR, antivirus, and patching controls.
• Monitor backup health and investigate failed backups.
• Assist with file/system restores and disaster recovery testing.

RMM, PSA, Documentation & Automation

• Monitor managed devices and investigate RMM alerts.
• Support patch management, endpoint remediation, software deployment, and device management.
• Maintain clear and detailed ticket documentation.
• Maintain accurate technical documentation for client environments, servers, networks, Microsoft 365, applications, and technical procedures.
• Identify repetitive support and maintenance activities that can be automated.
• Help develop and maintain scripts and automation for endpoint health, Windows remediation, patching, software installation, onboarding, backup remediation, and monitoring.

Client Support

• Communicate directly with U.S.-based clients and end users when required.
• Participate in troubleshooting calls and remote support sessions.
• Work with client IT personnel and vendors.
• Explain technical problems clearly in business-friendly language.
• Provide status updates during technical incidents.
• Maintain professional communication at all times.

Qualifications

• 5+ years of professional IT infrastructure and support experience preferred.
• 3+ years of experience in a senior systems administration, systems engineering, or Level 3 escalation capacity preferred.
• Strong hands-on experience troubleshooting complex technical issues.
• Strong background in Microsoft environments, including Windows and Microsoft 365.
• Experience with Windows Server, Active Directory, and Group Policy.
• Strong networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, VLANs, routing, switching, and firewalls.
• Experience troubleshooting servers, endpoints, applications, and cloud environments.
• Experience working with cybersecurity and endpoint security tools.
• Strong analytical and root-cause troubleshooting skills.
• Strong written and spoken English.
• Comfortable communicating directly with U.S.-based clients and technical contacts.
• Ability to independently manage complex technical problems and determine appropriate escalation paths.
• Strong documentation and organizational skills.
• Ability to manage multiple priorities in a fast-paced managed services environment.
• Reliable work-from-home setup with appropriate security controls.

Nice to Have

• Managed Service Provider (MSP) experience.
• Experience with Datto RMM, Autotask PSA, IT Glue, Datto EDR, Kaseya MDR/RocketCyber, Datto Backup, SaaS Alerts, Network Glue, or Kaseya 365.
• Experience with UniFi networking equipment.
• Experience with SonicWall, Fortinet, Cisco, or similar firewall platforms.
• Experience with PowerShell and/or Microsoft Graph.
• Experience with Veeam, Axcient, or similar backup platforms.
• Microsoft, Azure, Microsoft 365, CompTIA, Cisco, Fortinet, VMware, Kaseya, or Datto certifications.

What We’re Looking For

We are looking for a technical professional who takes ownership rather than simply waiting for tickets to be assigned.

The ideal candidate should be able to look at a technical issue and ask: What caused this, how do we fix it, and how do we prevent it from happening again?

You should be technically strong, security-conscious, comfortable working independently, and capable of becoming a trusted escalation resource for both internal technicians and clients.