L2/L3 Systems Engineer (MSP Experience Required)

Outsourcing Advantage

About The Position

Outsourcing Advantage is a boutique BPO provider specializing in back-office and operational support for U.S.-based businesses. We are seeking an experienced L2/L3 Systems Engineer with a strong background in Managed Services Providers (MSP) environments to join our team. The ideal candidate will have hands-on experience supporting multiple clients, troubleshooting complex infrastructure issues, and managing Microsoft-based environments. This role requires a highly technical, organized, and proactive professional who can independently diagnose issues, research solutions, and deliver exceptional support across diverse client environments.

Requirements

Minimum 3 years of experience working in an MSP (Managed Services Provider) environment.
Proven experience supporting multiple clients and managing diverse IT environments.
Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
Ability to work independently, prioritize tasks, and perform effectively under pressure.
Strong communication skills, both written and verbal.
Highly organized, detail-oriented, and process-driven.
Experience documenting technical processes, configurations, and troubleshooting steps.
Microsoft 365 in general, and specifically Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.
Experience with: PowerShell scripting and automation
Azure Virtual Machines
Azure Virtual Desktop (AVD)
Windows Server administration
Active Directory and Group Policy
Directory synchronization tools
Hardware firewalls
VPN technologies
DPI-SSL and content filtering
Virtualization platforms
Backup technologies
Prior experience in a Managed Services Provider (MSP) environment is required.

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
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 and Level 3 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, perform troubleshooting, 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 new technologies, tools, and best practices to improve client environments.
Communicate effectively with clients, team members, vendors, and external stakeholders.
Prioritize and manage multiple tickets while meeting service-level agreements (SLAs).
Work collaboratively with other engineers and internal teams to resolve escalated issues.