L2 Systems Engineer (MSP Experience Required)

Outsourcing Advantage

5d

About The Position

Outsourcing Advantage, a boutique BPO provider specializing in back-office and operational support for U.S.-based businesses, is seeking an experienced L2 Systems Engineer with a background in Managed Services Provider (MSP) environments. This technical role supports multiple clients, troubleshoots complex infrastructure issues, and manages Microsoft-based environments. The engineer is expected to work independently, research solutions, and provide support across diverse client environments.

The role includes advanced Level 2 support for client systems spanning Microsoft 365, Azure, networking, servers, endpoints, infrastructure, virtualization, and backups. It also involves documenting configurations and resolutions, improving technical processes, and collaborating with clients, vendors, and internal teams while managing tickets against service-level agreements.

Requirements

• At least 3 years of experience working in a Managed Services Provider (MSP) environment.
• Experience supporting multiple clients and managing diverse IT environments.
• Strong troubleshooting and analytical skills, including the ability to resolve complex technical issues.
• Ability to work independently, prioritize tasks, and perform effectively under pressure.
• Strong written and verbal communication skills.
• Highly organized, detail-oriented, and process-driven.
• Experience documenting technical processes, configurations, and troubleshooting steps.
• Experience with Microsoft 365, including Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.
• Experience with PowerShell scripting and automation.
• Experience with Azure Virtual Machines and Azure Virtual Desktop (AVD).
• Experience with Windows Server administration, Active Directory, Group Policy, and directory synchronization tools.
• Experience with hardware firewalls, VPN technologies, DPI-SSL, and content filtering.
• Experience with virtualization platforms and backup technologies.
• In-house IT experience alone, single-company help desk experience, or experience in an unrelated field does not meet the stated MSP experience requirement.

Nice To Haves

• Experience working with multiple MSP tools and platforms.
• Microsoft certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Administrator Expert, or Microsoft Certified: Endpoint Administrator Associate.
• Experience managing enterprise Microsoft environments.
• Strong understanding of cybersecurity best practices.
• Experience with firewall vendors such as SonicWall, Fortinet, Meraki, Palo Alto, or similar technologies.
• Experience supporting hybrid cloud environments.
• Experience creating network diagrams and technical documentation.
• Familiarity with IT service management processes and ticketing systems.
• Experience working directly with clients in a consulting or managed services capacity.

Responsibilities

• Provide advanced Level 2 technical support for multiple client environments.
• Troubleshoot and resolve complex issues involving Microsoft 365, Azure, networking, servers, endpoints, and infrastructure.
• Manage and support Microsoft cloud technologies, including Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.
• Administer and troubleshoot Windows Server environments, including Active Directory, Domain Controllers, Group Policy, and directory synchronization.
• Configure, maintain, and troubleshoot network infrastructure, including firewalls, VPNs, content filtering, and security solutions.
• Support virtualization environments, including hypervisors and virtual machines.
• Assist with Azure infrastructure, including Azure Virtual Machines and Azure Virtual Desktop (AVD).
• Manage backup solutions, troubleshoot them, and ensure successful recovery processes.
• Document service call notes, technical resolutions, system configurations, diagrams, and internal procedures.
• Create and maintain technical documentation, checklists, and knowledge base articles.
• Research and implement technologies, tools, and best practices to improve client environments.
• Communicate with clients, team members, vendors, and external stakeholders.
• Prioritize and manage multiple tickets while meeting service-level agreements (SLAs).
• Collaborate with engineers and internal teams to resolve escalated issues.

Benefits

• Opportunity to work on diverse and exciting projects.
• Supportive and collaborative work environment.
• Weekly payments.
• Weekends off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed