MSP L2/L3 Engineer/SME

Job Title Managed Services Engineer (L2/L3 Support) Job Summary We are seeking an experienced L2/L3 Managed Services Engineer to provide advanced technical support, troubleshoot complex IT issues, and maintain client infrastructure in a Managed Service Provider (MSP) environment. The ideal candidate will have strong expertise in Microsoft technologies, networking, virtualization, cloud platforms, and security while ensuring compliance with SLAs and delivering excellent customer service. MSP L2/L3 engineers are typically expected to handle escalated incidents, support multiple client environments, and mentor junior engineers. Key Responsibilities Provide Level 2 and Level 3 technical support for client environments. Troubleshoot and resolve complex issues related to Windows Servers, Microsoft 365, Azure, Active Directory, DNS, DHCP, Group Policy, and Exchange. Manage virtualization platforms such as VMware and Hyper-V. Configure and troubleshoot firewalls, VPNs, routers, switches, and wireless networks. Administer Microsoft Intune, Entra ID (Azure AD), and endpoint management solutions. Perform server patching, upgrades, health checks, and preventive maintenance. Monitor infrastructure using RMM tools and respond to alerts proactively. Handle backup, disaster recovery, and business continuity solutions. Escalate vendor-related issues and coordinate with third-party providers. Document technical solutions, SOPs, and knowledge base articles. Participate in on-call support and major incident management. Mentor L1/L2 engineers and assist with technical training. Support infrastructure migrations, cloud implementations, and IT projects. Required Skills Windows Server (2016/2019/2022) Active Directory, Group Policy, DNS, DHCP Microsoft 365 (Exchange Online, SharePoint, Teams) Microsoft Azure / Entra ID / Intune VMware or Hyper-V TCP/IP, VLANs, VPN, Routing & Switching Firewalls (Fortinet, Sophos, Cisco, SonicWall, etc.) PowerShell scripting Backup solutions (Veeam, Datto, Acronis, etc.) RMM and PSA tools (ConnectWise, NinjaOne, Datto RMM, Kaseya, HaloPSA, ServiceNow) Endpoint security and antivirus solutions Preferred Qualifications Bachelor's degree in Computer Science, IT, or related field. 4–8+ years of IT experience with 2–5 years in an MSP environment. Certifications such as: Microsoft Certified (Azure Administrator, Microsoft 365 Administrator) Cisco CCNA VMware VCP ITIL Foundation Fortinet NSE or equivalent Soft Skills Strong analytical and troubleshooting skills Excellent communication and customer service Ability to prioritize multiple client issues Team collaboration and mentoring Time management and SLA awareness Responsibilities in an MSP Environment Support multiple customer environments simultaneously. Meet SLA and KPI targets for incident response and resolution. Perform root cause analysis for recurring issues. Participate in infrastructure projects, migrations, and client onboarding. Maintain accurate documentation and asset records. Ensure security best practices and compliance across managed environments. Experience 4–8+ years of overall IT infrastructure support. Experience working in a Managed Service Provider (MSP) environment is highly preferred