Job Description
Level 3 Systems Engineer (MSP)
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Location: Rockville, MD
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Employment Type: Full-Time
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Work Arrangement: Onsite / Hybrid (Based on Client Requirements)
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Industry: Managed IT Services (MSP)
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Position Overview
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We are seeking an experienced Level 3 Systems Engineer to join a growing Managed Service Provider (MSP) in Rockville, Maryland.
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This position is ideal for a highly technical, customer-focused engineer who enjoys solving complex infrastructure challenges, leading technical projects, and serving as an escalation resource for Tier 1 and Tier 2 technicians.
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The successful candidate will have extensive experience supporting multiple client environments, managing Microsoft cloud and on-premises infrastructure, troubleshooting advanced networking and security issues, and implementing scalable solutions aligned with MSP best practices.
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This is a hands-on engineering role requiring strong technical ownership, excellent documentation, and the ability to balance escalations, project delivery, and proactive infrastructure improvements.
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Key Responsibilities
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Advanced Technical Support & Escalations
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- Serve as the highest-level technical escalation point for complex issues involving servers, networks, cloud platforms, and security infrastructure.
- Diagnose and resolve advanced technical issues across multiple customer environments.
- Perform root cause analysis (RCA) for recurring incidents and recommend permanent solutions.
- Collaborate with service desk technicians
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Microsoft 365, Azure & Cloud Infrastructure
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- Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and OneDrive.
- Manage Microsoft Entra ID, Active Directory, Group Policy, DNS, DHCP, and identity synchronization.
- Deploy and manage Microsoft Intune, Autopilot, Conditional Access, and multifactor authentication.
- Support Azure infrastructure, including virtual machines, virtual networks, storage, and hybrid connectivity.
- Plan and execute Microsoft 365 tenant migrations, server migrations, and cloud modernization initiatives.
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Systems & Virtualization
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- Design, deploy, maintain, and troubleshoot Windows Server environments.
- Support VMware vSphere/ESXi and Microsoft Hyper-V virtualization platforms.
- Manage server infrastructure, storage, backup, and disaster recovery solutions.
- Perform system upgrades, infrastructure migrations, and lifecycle replacements.
- Implement high-availability, business continuity, and disaster recovery solutions.
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Networking & Cybersecurity
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- Troubleshoot advanced LAN/WAN, routing, switching, VLAN, VPN, DNS, and firewall issues.
- Configure and support firewalls from vendors such as Fortinet, SonicWall, Cisco Meraki, and Palo Alto.
- Support endpoint detection and response (EDR), MFA, email security, and vulnerability remediation.
- Investigate security incidents and coordinate remediation with internal security teams or MSSP partners.
- Apply security best practices across Microsoft 365, Azure, endpoints, and network infrastructure.
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Project Engineering & Client Delivery
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- Lead infrastructure projects from discovery and technical planning through implementation, validation, and documentation.
- Execute server upgrades, cloud migrations, network deployments, and security improvements.
- Develop scopes of work, implementation plans, and technical documentation.
- Communicate project status, technical risks, and recommendations to clients and internal stakeholders.
- Coordinate project activities to minimize downtime and business disruption.
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MSP Operations & Documentation
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- Work effectively within PSA, RMM, and documentation platforms such as ConnectWise, Autotask, HaloPSA, Datto RMM, NinjaOne, and IT Glue.
- Maintain accurate ticket notes, technical documentation, configuration records, and time entries.
- Follow established service delivery processes, escalation procedures, and SLA requirements.
- Mentor Tier 1 and Tier 2 engineers and contribute to technical knowledge sharing.
- Identify recurring service issues and opportunities for automation and operational improvement.
- Collaborate with Technical Account Managers (TAMs), vCIOs, and service leadership on client technology roadmaps.
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Required Qualifications
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- 5+ years of hands-on IT infrastructure engineering experience, including significant experience in an MSP or multi-client environment.
- Demonstrated success resolving complex Tier 3 technical escalations.
- Advanced administration of Windows Server, Active Directory, Group Policy, DNS, and DHCP.
- Strong experience with Microsoft 365, Entra ID, Azure, and hybrid cloud environments.
- Experience administering VMware and/or Hyper-V.
- Strong understanding of TCP/IP networking, routing, switching, VLANs, VPNs, and firewall technologies.
- Experience supporting backup, disaster recovery, and cybersecurity solutions.
- Proven ability to independently plan and execute infrastructure projects.
- Experience using PSA, RMM, and technical documentation platforms.
- Strong troubleshooting, customer communication, time management, and documentation skills.
- Ability to manage competing priorities across multiple customer environments.
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What Success Looks Like
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First 30 Days
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- Become familiar with the MSP's technology stack, service delivery processes, and client environments.
- Begin independently resolving complex technical escalations.
- Establish effective working relationships with service desk and project teams.
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First 60 Days
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- Independently manage Tier 3 escalations and assigned infrastructure projects.
- Identify recurring technical issues and recommend improvements.
- Contribute to documentation and knowledge transfer.
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First 90 Days
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- Demonstrate ownership of complex technical issues from diagnosis through resolution.
- Successfully deliver assigned infrastructure projects.
- Reduce repeat escalations through root cause analysis and permanent remediation.
- Become a trusted technical resource for clients and internal engineering teams.
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Ideal Candidate
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The ideal candidate is more than an advanced troubleshooter. They are a senior technical problem-solver who takes ownership, thinks proactively, and understands the importance of delivering consistent service across multiple client environments.
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They are comfortable working directly with clients, mentoring junior engineers, leading technical projects, and balancing immediate service needs with long-term infrastructure reliability.
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Above all, they understand that success in an MSP requires a combination of technical expertise, accountability, communication, documentation, and customer service.
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