About the Role
We are looking for an experienced Senior Systems & Network Engineer (Tier 3) to join our technical services team.
This is a senior-level, hands-on technical position supporting multiple client environments. You will serve as a primary escalation resource for complex issues involving servers, networks, virtualization, Microsoft 365, security, backups, cloud services, and endpoints.
We are looking for more than someone who can close difficult tickets. The right candidate can take ownership of complex problems, identify root causes, recommend long-term solutions, improve client environments, automate repetitive processes, and help develop the technical capabilities of the rest of the team.
If you enjoy solving challenging technical problems, working across diverse environments, and having a meaningful role in how IT solutions are designed and delivered, this position offers that opportunity.
What You'll Do
As a Tier 3 Engineer, you will:
- Serve as a Tier 3 escalation resource for complex server, network, cloud, security, virtualization, and endpoint issues.
- Take ownership of escalated technical issues through troubleshooting, resolution, documentation, and follow-up.
- Administer and troubleshoot Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, file services, and Remote Desktop Services.
- Support Microsoft technologies including Microsoft 365, Windows Server, Exchange/Exchange Online, SQL Server, and RDS.
- Configure and troubleshoot network infrastructure, including routers, managed switches, VLANs, VPNs, wireless networks, firewalls, and Internet connectivity.
- Troubleshoot complex networking issues involving TCP/IP, routing, switching, VLANs, DNS, DHCP, VPNs, and firewall policies.
- Configure and support network and security technologies from vendors such as SonicWall, Cisco Meraki, Sophos, and Ubiquiti UniFi.
- Administer and troubleshoot virtualization environments, particularly VMware vSphere/vCenter and Microsoft Hyper-V.
- Configure, maintain, monitor, and troubleshoot Veeam backup and recovery solutions.
- Support Microsoft 365 services, including identity, email, collaboration, security, and related cloud technologies.
- Troubleshoot Windows 10/11 desktops, laptops, applications, hardware, and peripherals when issues require Tier 3 escalation.
- Develop and maintain PowerShell and/or Bash scripts to automate administrative tasks, improve consistency, and increase service efficiency.
- Use RMM and PSA platforms to monitor systems, manage service requests, document work, and maintain client information.
- Participate in infrastructure upgrades, migrations, deployments, and other technical projects.
- Perform root-cause analysis on recurring or complex technical issues and recommend permanent solutions.
- Proactively identify opportunities to improve the security, reliability, performance, and manageability of client environments.
- Create and maintain technical documentation, procedures, configurations, and standards.
- Provide technical guidance and mentoring to Tier 1 and Tier 2 technicians.
- Maintain complete, accurate, and timely documentation in the ConnectWise ticketing system.
- Communicate technical issues, recommendations, and solutions clearly to both technical and non-technical client contacts.
- Stay current with evolving technologies, cybersecurity practices, and industry trends.
What We're Looking ForRequired Qualifications
- Approximately 5+ years of professional IT experience preferred, with demonstrated senior-level experience in systems administration, network engineering, infrastructure support, or a similar role.
- Previous experience working for a Managed Service Provider (MSP) or supporting multiple client environments.
- Strong administration and troubleshooting experience with Windows Server and Active Directory.
- Strong understanding of networking technologies, including TCP/IP, routing, switching, VLANs, DNS, DHCP, VPNs, and firewalls.
- Hands-on experience with virtualization technologies such as VMware vSphere/vCenter or Microsoft Hyper-V.
- Experience supporting firewalls, switches, wireless networks, VPNs, and other network infrastructure.
- Experience with backup and disaster-recovery technologies, preferably Veeam.
- Strong PowerShell scripting and automation skills.
- Experience administering and troubleshooting Microsoft 365 environments.
- Advanced troubleshooting skills with a methodical approach to identifying and resolving root causes.
- Ability to independently manage complex technical issues from escalation through resolution.
- Strong written and verbal communication skills.
- Ability to explain technical problems and solutions in language clients can understand.
- Strong organizational and time-management skills with the ability to manage multiple priorities.
- Ability to work effectively both independently and as part of a technical team.
- Valid driver's license and reliable transportation for onsite client support.
Preferred Technical Experience
You do not need to be an expert in every technology listed below. Experience with several of these technologies is highly desirable:
- VMware vSphere / vCenter
- Microsoft Hyper-V
- Proxmox
- Linux server administration
- SonicWall
- Cisco Meraki
- Sophos
- Ubiquiti UniFi
- Veeam Backup & Replication
- Microsoft Azure
- Microsoft 365 security and identity technologies
- Exchange Online and hybrid Microsoft environments
- Microsoft SQL Server
- AWS
- ConnectWise PSA/RMM or similar MSP platforms
- PowerShell and Bash scripting
- APIs and systems integration
- Workflow automation using Microsoft Power Automate, n8n, or similar platforms
Certifications
Relevant industry certifications are preferred but are not required. Examples include:
- Microsoft role-based certifications
- CompTIA Network+
- CompTIA Security+
- Cisco CCNA
- VMware certifications
- Linux+
- Relevant Microsoft Azure certifications
- Other networking, cloud, security, or infrastructure certifications
What Success Looks Like
Success in this position means being someone the team can rely on when a technical problem becomes difficult.
A successful Tier 3 Engineer will:
- Take ownership of complex issues and drive them through resolution.
- Look beyond the immediate symptom to identify and correct the underlying problem.
- Be comfortable moving between server, network, cloud, security, and endpoint technologies.
- Know when to troubleshoot independently and when to engage vendors or other resources.
- Produce clear documentation so that solutions become part of the team's knowledge base.
- Help Tier 1 and Tier 2 technicians develop their troubleshooting and technical skills.
- Identify opportunities for automation and standardization that reduce repetitive work.
- Communicate professionally with clients, particularly during complex or high-impact technical issues.
- Help us build client environments that are more secure, reliable, standardized, and easier to support.
Why Join Us?
This role provides the opportunity to work with a broad range of technologies and client environments rather than being limited to a single infrastructure stack.
You'll have the opportunity to solve challenging technical problems, participate in infrastructure and cloud projects, improve technical standards, develop automation, and influence how solutions are implemented and supported.
We're looking for an engineer who wants to continue developing technically while also becoming a trusted senior resource for our clients and our technical team.
Job Type: Full-time
Pay: $80,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Do you have any experience with Remote Management Monitoring Tools?
- Do you have familiarity with programming or scripting tools?
- How many years of experience do you have working for a Managed Service Provider (MSP) supporting multiple client environments?
- Briefly describe a complex Windows Server, Active Directory, or Microsoft 365 issue you personally diagnosed and resolved. What was the problem, how did you identify the root cause, and what did you do to resolve it?
- A client reports that users can access local network resources but cannot reach the Internet. Other client locations are unaffected. As the Tier 3 escalation engineer, briefly describe how you would approach diagnosing the problem.
Work Location: In person
