MSP Systems Engineer
About The Position
This hands-on technical role supports multiple client environments, including multi-location restaurant and hospitality businesses. The engineer handles advanced technical escalations, maintains and troubleshoots client infrastructure, and contributes to projects that improve reliability and performance. It is an individual contributor position, not a management role, and involves collaboration with other engineers and direct communication with clients. The work includes Tier 3 support across servers, networks, firewalls, Microsoft environments, and business-critical applications; administration of Windows Server, Active Directory, Microsoft Entra ID, and Microsoft 365; and support for virtualization, backup, and disaster recovery systems. The engineer also contributes to migrations, upgrades, network improvements, client onboarding, and infrastructure projects, and participates in a defined on-call rotation.
Requirements
- Recent experience working for a Managed Service Provider (MSP) is required.
- Approximately 5+ years of relevant IT experience, including significant hands-on systems administration and troubleshooting.
- Experience supporting multiple client environments with different technologies and configurations.
- Strong knowledge of Windows Server, Active Directory, Microsoft 365, and Microsoft Entra ID.
- Strong networking fundamentals and practical experience troubleshooting firewalls, VLANs, VPNs, switches, routing, DNS, DHCP, and wireless connectivity.
- Experience supporting VMware and/or Hyper-V environments.
- Experience troubleshooting complex technical issues escalated beyond Tier 1 and Tier 2 support.
- Ability to independently investigate problems, identify root causes, and implement appropriate solutions.
- Excellent communication and customer service skills.
- Strong organizational skills and technical documentation practices.
- Ability to prioritize effectively in a fast-paced, multi-client environment.
Nice To Haves
- Experience supporting restaurants, hospitality businesses, retail environments, or other multi-location organizations.
- Familiarity with POS platforms such as Toast, Aloha, Micros, or Xenial.
- Experience with Azure infrastructure and cloud migrations.
- Experience with firewalls such as SonicWall, Fortinet, WatchGuard, or Meraki.
- Experience with backup platforms such as Datto or Veeam.
- Familiarity with RMM and PSA platforms commonly used by MSPs.
- Relevant Microsoft, CompTIA, Cisco, or other technical certifications.
- Experience providing informal technical guidance or mentoring to other engineers.
Responsibilities
- Handle Tier 3 technical escalations involving servers, networks, firewalls, Microsoft environments, and business-critical applications.
- Diagnose and resolve complex issues across multiple client environments.
- Troubleshoot network connectivity, routing, switching, VLANs, VPNs, DNS, DHCP, and wireless networks.
- Investigate server performance, authentication, virtualization, and infrastructure issues.
- Support technical resolution of outages and high-priority incidents with other team members.
- Coordinate with ISPs, software providers, and other vendors to resolve technical issues.
- Document troubleshooting steps, resolutions, and technical findings.
- Administer and troubleshoot Windows Server environments, Active Directory, Microsoft Entra ID, and Microsoft 365.
- Support virtualization technologies such as VMware and Hyper-V.
- Configure, maintain, and troubleshoot firewalls, switches, wireless networks, and VPN connections.
- Support backup and disaster recovery systems.
- Assist with server migrations, infrastructure upgrades, network improvements, and other technical projects.
- Identify recurring issues and recommend practical improvements to client environments.
- Communicate directly with clients to understand technical issues, explain findings, and provide updates.
- Collaborate with other engineers to troubleshoot complex problems.
- Share technical knowledge and provide guidance to junior engineers when needed.
- Participate in client onboarding and infrastructure projects as a technical contributor.
- Maintain accurate documentation and ticket records.
- Participate in a defined on-call rotation.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
