Remote Senior Engineer (L3)

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.