MSP Service Desk / Systems Engineer

Senior IT Systems Engineer – MSP / Level 3 Support

Employment Type: Full-Time

Work Arrangement: 100% Remote

Working Hours: Primarily Mountain Time (MT) business hours

Experience Required: 5+ years in IT, including at least 3 years in a Managed Service Provider (MSP) environment

About the Role

We are looking for an experienced Senior IT Systems Engineer with a strong technical generalist background to join our client's growing IT team.

This role is ideal for someone who has extensive experience working in a Managed Service Provider (MSP) environment and can independently manage complex Level 3 technical issues across multiple client environments.

The successful candidate will have broad expertise across Microsoft technologies, cloud infrastructure, endpoint management, networking, cybersecurity, and IT systems administration. They should be comfortable taking ownership of technical issues from initial troubleshooting through resolution, while also providing Level 1 and Level 2 support when needed.

This is a hands-on technical role for someone who can work independently, communicate confidently with North American clients, and contribute to maintaining reliable and secure IT environments.

There is also an opportunity for the successful candidate to grow into a technical leadership position, mentoring and supporting additional offshore IT resources as the team expands.

Key Responsibilities

1. Level 3 Technical Support & Troubleshooting

• Independently diagnose, troubleshoot, and resolve complex Level 3 technical issues across multiple client environments.
• Take full ownership of technical incidents from initial investigation through resolution and documentation.
• Provide Level 1 and Level 2 technical support when required to maintain service quality and team performance.
• Minimize unnecessary escalations to the Canadian technical team by independently resolving advanced technical issues.
• Identify recurring technical problems and recommend long-term solutions.

2. Systems Administration & Infrastructure Management

• Administer and maintain Microsoft 365, Azure, Entra ID, Active Directory, and Windows Server environments.
• Manage user accounts, permissions, group policies, access controls, and endpoint configurations.
• Configure, monitor, and troubleshoot networks, servers, workstations, and cloud-based infrastructure.
• Support endpoint management and device deployment using Microsoft Intune and related tools.
• Maintain reliable IT systems through proactive monitoring, maintenance, and troubleshooting.

3. Networking, Security & Backup Management

• Troubleshoot network connectivity, VPNs, firewalls, routers, switches, and related infrastructure.
• Support cybersecurity measures, endpoint protection, Microsoft Defender, and access management.
• Monitor and maintain backup systems, perform backup verification, and assist with disaster recovery processes.
• Identify vulnerabilities, potential security risks, and infrastructure issues, and implement appropriate remediation measures.

4. IT Operations & Documentation

• Work with RMM and PSA platforms to manage tickets, monitor systems, and maintain service delivery.
• Maintain accurate technical documentation, configurations, troubleshooting procedures, and client records.
• Use PowerShell and automation tools to streamline repetitive IT tasks and improve operational efficiency.
• Follow established IT service management processes and maintain clear communication throughout ticket resolution.

5. Client Communication & Collaboration

• Communicate directly with North American clients to understand technical issues, provide updates, and explain solutions.
• Maintain excellent customer service and ensure technical matters are handled professionally.
• Collaborate with the Canadian technical team on escalated or business-critical matters when necessary.
• Provide technical guidance and recommendations to improve client IT environments.

6. Potential Technical Leadership

• Mentor and provide technical guidance to Level 1 and Level 2 support resources as the offshore team grows.
• Help establish technical standards, troubleshooting processes, and documentation practices.
• Support knowledge sharing and contribute to improving the overall technical capabilities of the team.
  

Required Qualifications & Experience

• At least 5 years of professional IT experience, including a minimum of 3 years working in a Managed Service Provider (MSP) environment.
• Strong technical generalist background with experience supporting multiple client environments.
• Demonstrated ability to independently troubleshoot and resolve complex Level 3 technical issues.
• Strong hands-on experience with:
• Microsoft 365 administration
• Azure and Microsoft Entra ID
• Microsoft Intune and endpoint management
• Windows Server and Active Directory
• Networking, including TCP/IP, DNS, DHCP, VPNs, firewalls, and routing
• Cybersecurity and endpoint protection
• Backup management and disaster recovery
• RMM and PSA platforms
• PowerShell scripting and automation
• Excellent spoken and written English communication skills.
• Confident communicating directly with North American clients.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to work independently, manage competing priorities, and take ownership of technical issues.
  

Preferred Technical Experience

Experience with any of the following platforms and tools will be considered an advantage:

• Autotask
• IT Glue
• Datto RMM
• Microsoft Defender
• Cisco Meraki
• Other comparable RMM, PSA, documentation, and network management platforms.

Candidates with experience using equivalent tools and technologies are encouraged to apply.

Ideal Candidate Profile

We are looking for someone who:

• Has a strong hands-on technical foundation rather than being focused exclusively on architecture, management, or cybersecurity.
• Is comfortable handling complex technical issues independently without relying heavily on escalation.
• Has experience supporting multiple businesses and diverse IT environments within an MSP.
• Demonstrates ownership, accountability, and a proactive approach to problem-solving.
• Can communicate technical information clearly to both technical and non-technical stakeholders.
• Is interested in growing into a senior technical or team leadership position over time.

What We Offer

• Full-time, 100% remote work arrangement.
• Opportunity to work with North American clients and diverse IT environments.
• A hands-on technical role with significant ownership and responsibility.
• Opportunities for professional development and potential technical leadership growth.
• A collaborative environment with opportunities to help build and mentor a growing offshore technical team.

How to Apply

Please submit your response to this link:

https://forms.gle/oRCMbYhJYwPnA8H48

Kindly choose: Senior IT Systems Engineer