L3 Engineer - Projects/Support - MSP

Uptime Solutions

About The Position

Uptime Global is hiring a Tier 3 Engineer for its managed services team. The role is primarily focused on leading internal and client projects, while also serving as a subject matter expert for complex escalations and high-level support. The engineer will help deliver infrastructure and cloud projects, audit security, mentor junior engineers, and contribute to zero-trust implementation frameworks. The position is part of a collaborative technical team focused on solving customer business challenges.

Requirements

Eight or more years of experience in an IT support role in a business environment.
Proficiency with Windows Server, Active Directory, Group Policy, Remote Desktop, Hyper-V, VMware, and Microsoft Office products.
Advanced knowledge of Intune/Azure AD, SharePoint document libraries, OneDrive, Microsoft Office 365 administration, Exchange administration, and spam solutions.
Extensive experience designing, deploying, administering, and supporting networks and related equipment and services, including firewalls, switches, wireless access points, site-to-site VPNs, and VLANs.
Comprehensive understanding of cloud security, zero-trust frameworks, and industry best practices.
Proven experience managing projects and coordinating client-facing technical initiatives.
Experience managing server and storage hardware, including planning, installation, configuration, maintenance, and troubleshooting.
Strong command of the English language.
Passion for teamwork and willingness to continue learning new technologies.

Nice To Haves

Direct Managed Service Provider (MSP) experience.
PowerShell and automation proficiency.
Certifications in Azure, Microsoft 365, Security+, Windows Server, or Networking.
Experience with ConnectWise PSA (Manage), ConnectWise Automate, Control (ScreenConnect), IT Glue, BrightGauge, or ThreatLocker.

Responsibilities

Lead internal and client projects, including migrations, replacements, upgrades, and deployments involving firewalls, network devices, corporate email, anti-spam solutions, platform migrations, and virtualization.
Design and implement solutions in cloud environments, including Azure, Intune, SharePoint, and OneDrive.
Attend client project kick-off and closure meetings and prepare project plans using ConnectWise PSA, ASANA, and other tools.
Serve as the technical team’s final escalation point for complex network, hardware, and software challenges, and drive solutions for escalated cases.
Communicate clearly to manage projects through successful completion and resolve escalated cases.
Participate in on-call support activities according to the on-call schedule.
Complete administrative training for internal IT systems and tools.
Audit client environments for security vulnerabilities and assist with infrastructure planning.
Tune alert thresholds across monitoring systems for backups, antivirus, critical systems, appliances, devices, and services.
Guide and train L2 engineers and contribute to the design and evolution of internal training initiatives.
Document procedures, troubleshooting steps, and system configurations for internal reference and training.