Job Summary:
We are seeking a Remote Senior IT Engineer (L3) to join our Service and Support team and take ownership of advanced technical escalations from assignment through resolution. This role requires a highly experienced engineer with at least 5 years of hands-on technical experience and strong expertise across networking, server, cloud, and infrastructure technologies. The ideal candidate is a strong communicator who can confidently guide clients through complex technical issues, work independently, think critically, and troubleshoot across multiple systems in a fast-paced MSP environment. The role supports environments involving Microsoft Server, Active Directory, Exchange, SQL, Microsoft 365, Azure/Entra, virtualization, networking, wireless, VPNs, firewalls, backups, Linux, UNIX, and related technologies. The position may occasionally require after-hours and on-call support for urgent escalations and client-impacting issues.
Key Responsibilities:
L3 Technical Support
- Own escalated L3 technical tickets from assignment through complete resolution.
- Troubleshoot complex issues that L1/L2 technicians are unable to resolve.
- Diagnose and resolve issues across multiple systems, technologies, and client environments.
- Work independently while knowing when to seek additional technical expertise.
Servers & Microsoft Technologies
- Install, configure, administer, and troubleshoot Windows Server environments.
- Support Active Directory, Group Policy, DNS, DHCP, authentication, domains, users, groups, and file permissions.
- Install, configure, administer, and troubleshoot Microsoft Exchange and enterprise email environments.
- Support Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and related services.
- Support Microsoft Entra ID, Conditional Access, MFA, Intune, and cloud identity management.
Networking & Infrastructure
- Configure and troubleshoot TCP/IP, subnetting, VLANs, routing, VPNs, DNS, firewalls, and wireless networks.
- Troubleshoot Internet connectivity and determine whether issues originate from workstations, servers, networks, firewalls, ISPs, DNS, routing, VPNs, or wireless infrastructure.
- Support Fortinet and UniFi network infrastructure.
- Support routers, switches, patch panels, and network-connected devices.
Cloud, Virtualization & Datacenter
- Support Microsoft Azure and/or Amazon AWS environments.
- Support Hyper-V, VMware, Citrix, and other virtualization technologies.
- Troubleshoot virtualization hosts, storage, networking, snapshots, and virtual machine performance.
- Support SQL Server, SQL clustering, enterprise backup systems, and Veeam Backup & Replication.
- Support SAN architecture, high-availability solutions, load balancing, and Exchange clustering.
Security, Documentation & Client Service
- Support endpoint security, MFA, EDR/XDR, managed security platforms, and related security technologies.
- Read, understand, and safely execute basic PowerShell and command-line scripts.
- Maintain thorough documentation of troubleshooting steps, client communications, actions taken, root causes, and resolutions.
- Update client documentation when information is missing, outdated, or reusable.
- Communicate clearly with clients, Account Managers, team leadership, end users, IT personnel, and C-level executives.
- Provide accurate next steps, ETAs, and time estimates.
- Identify recurring issues and help reduce repeat escalations.
- Participate in ongoing technical training and after-hours/on-call support as required.
- Perform other duties related to the position as assigned.
Qualifications & Requirements:
Experience & Technical Expertise
- Minimum 5 years of professional engineering or equivalent technical experience.
- Minimum 5 years of experience supporting Active Directory, Microsoft Windows, Windows Server, and Microsoft 365.
- Minimum 5 years of experience supporting network switching, VLANs, routing, firewalls, and VPNs.
- Minimum 5 years of experience supporting data backup and recovery, endpoint security, and VPN connectivity.
- Demonstrated experience troubleshooting complex, client-facing technical issues.
- Strong knowledge of Microsoft Windows, Windows Server, Active Directory, Exchange, and Microsoft 365.
- Strong networking knowledge, including TCP/IP, VLANs, routing, switching, VPNs, DNS, firewalls, and wireless technologies.
- Working knowledge of Microsoft Azure and/or Amazon AWS.
- Working knowledge of Microsoft Entra ID, Conditional Access, MFA, and cloud identity management.
- Working knowledge of SQL Server, Veeam Backup & Replication, Hyper-V, VMware, and other virtualization technologies.
- Working knowledge of enterprise wireless technologies, including SSID management, WPA2/WPA3, VLAN integration, and RADIUS authentication.
- Working knowledge of security fundamentals, including endpoint protection, MFA, EDR/XDR, SOC, managed security platforms, phishing, and threat management.
- Ability to read, understand, and safely execute basic PowerShell and command-line scripts.
Preferred Qualifications
- MSP experience and experience supporting multiple clients or multi-client environments.
- Fortinet firewall experience.
- UniFi network experience.
- Microsoft Intune experience.
- Citrix experience.
- Experience with ConnectWise Manage, IT Glue, and N-central.
- Microsoft 365, Microsoft Azure, Fortinet, VMware VCP, A+, Network+, Security+, or other relevant industry certifications.
Professional Skills
- Excellent written and verbal communication skills.
- Strong analytical, critical-thinking, troubleshooting, and problem-solving abilities.
- Ability to work independently with limited supervision.
- Ability to manage multiple technical issues in a fast-paced environment.
- Strong attention to detail and documentation skills.
- Strong customer-service orientation and ability to communicate with technical and non-technical stakeholders.
- Ability to remain professional and effective in stressful situations.
- Strong sense of ownership, accountability, and teamwork.
- Ability to quickly learn new technologies through self-study and hands-on experience.
Remote Work Requirements
- Proficient level of English, written and spoken.
- Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs.
- Reliable computer running Windows 10 or newer.
- Two monitors and stable high-speed Internet.
- Professional home workstation capable of supporting uninterrupted remote work.
- Ability to work independently and follow established processes.
- Self-motivated, dependable, coachable, and accountable.
- Interested in a long-term career opportunity.
Compensation & Benefits:
- 100% remote work.
- Compensation in USD.
- Full-time position with 40 hours weekly.
- Please note that this is a long-term opportunity.
- Great work environment with potential for growth.
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