Senior Engineer, L3

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of escalated L3 technical tickets from the point of assignment to full resolution.

• Resolve complex issues that cannot be addressed by L1/L2 technicians.

• Diagnose and address issues across various systems, technologies, and client environments.

• Work autonomously while recognizing when to seek additional technical assistance.

• Install, configure, manage, and troubleshoot Windows Server environments.

• Support Active Directory, Group Policy, DNS, DHCP, authentication, domains, users, groups, and file permissions.

• Install, configure, manage, and troubleshoot Microsoft Exchange and enterprise email environments.

• Provide support for Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and related services.

• Assist with Microsoft Entra ID, Conditional Access, MFA, Intune, and cloud identity management.

• Configure and troubleshoot TCP/IP, subnetting, VLANs, routing, VPNs, DNS, firewalls, and wireless networks.

• Resolve Internet connectivity issues across workstations, servers, networks, firewalls, ISPs, DNS, routing, VPNs, and wireless infrastructure.

• Support Fortinet and UniFi network infrastructure, routers, switches, patch panels, and network-connected devices.

• Provide support for Microsoft Azure and/or Amazon AWS environments.

• Assist with 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.

• Assist with SAN architecture, high-availability solutions, load balancing, and Exchange clustering.

• Support endpoint security, MFA, EDR/XDR, managed security platforms, and related security technologies.

• Read, interpret, and safely execute basic PowerShell and command-line scripts.

• Maintain comprehensive documentation of troubleshooting steps, client communications, actions taken, root causes, and resolutions.

• Update client documentation when information is missing, outdated, or reusable.

• Communicate effectively with clients, Account Managers, team leaders, end users, IT personnel, and C-level executives.

• Provide precise next steps, ETAs, and time estimates.

• Identify recurring issues and assist in reducing repeat escalations.

• Participate in ongoing technical training and provide after-hours/on-call support as needed.

• Carry out other duties related to the position as assigned.

⛳️ Requirements

• At least 5 years of professional engineering or equivalent technical experience.

• Minimum of 5 years of experience in supporting Active Directory, Microsoft Windows, Windows Server, and Microsoft 365.

• At least 5 years of experience in supporting network switching, VLANs, routing, firewalls, and VPNs.

• Minimum of 5 years of experience in supporting data backup and recovery, endpoint security, and VPN connectivity.

• Proven experience troubleshooting complex, client-facing technical issues.

• Strong knowledge of Microsoft Windows, Windows Server, Active Directory, Exchange, and Microsoft 365.

• Extensive networking knowledge, including TCP/IP, VLANs, routing, switching, VPNs, DNS, firewalls, and wireless technologies.

• Working knowledge of Microsoft Azure and/or Amazon AWS.

• Familiarity with Microsoft Entra ID, Conditional Access, MFA, and cloud identity management.

• Knowledge of SQL Server, Veeam Backup & Replication, Hyper-V, VMware, and other virtualization technologies.

• Familiarity with enterprise wireless technologies, including SSID management, WPA2/WPA3, VLAN integration, and RADIUS authentication.

• Understanding of security fundamentals, including endpoint protection, MFA, EDR/XDR, SOC, managed security platforms, phishing, and threat management.

• Ability to read, interpret, and safely execute basic PowerShell and command-line scripts.

• Proficient in English, both written and spoken.

• Ability to work during U.S. Eastern Time (New York) business hours.

• Reliable computer running Windows 10 or newer.

• Two monitors and stable high-speed Internet connection.

• Professional home workstation capable of supporting uninterrupted remote work.

• Ability to work independently and adhere to established processes.

• Self-motivated, reliable, coachable, and accountable.

• Interest in a long-term career opportunity.

• Preferred: Experience with MSP and supporting multiple clients or multi-client environments.

• Preferred: Experience with Fortinet firewall, UniFi network, Microsoft Intune, and Citrix.

• Preferred: Familiarity with ConnectWise Manage, IT Glue, and N-central.

• Preferred: Relevant industry certifications such as Microsoft 365, Microsoft Azure, Fortinet, VMware VCP, A+, Network+, Security+, or similar.

🏝️ Benefits

• 100% remote work.

• Excellent work environment with opportunities for growth.

• Full-time position requiring 40 hours per week.

• Long-term career opportunity.