Senior Engineer – Level 3

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

📋 Description

• Serve as the main Tier 3 escalation contact for intricate technical challenges that remain unresolved by Level 1 or Level 2 engineers.

• Deliver senior technical assistance during USA business hours in accordance with a global follow-the-sun support framework.

• Manage, configure, and resolve issues related to Microsoft 365, Windows Server, Active Directory, Microsoft Entra ID, Exchange Online, and Google Workspace.

• Implement and uphold cybersecurity measures, including endpoint protection, MFA, Conditional Access, EDR/XDR, email security, and server hardening.

• Configure and provide support for switching, routing, wireless networks, VPNs, VLANs, DNS, and firewall technologies.

• Oversee cloud infrastructure and hybrid environments utilizing Microsoft Azure and associated platforms.

• Execute infrastructure, migration, cloud, and security projects under the guidance of a Project Manager.

• Conduct system migrations, deployments, upgrades, and configuration alterations.

• Test, validate, and document all implementations thoroughly.

• Recognize project risks, technical dependencies, and possible issues at an early stage.

• Assist in transitioning projects to operational teams.

• Provide mentorship and coaching to Level 1 and Level 2 engineers.

• Contribute to the creation of technical documentation, knowledge bases, SOPs, and operational runbooks.

• Engage in technical training and knowledge-sharing initiatives.

• Enhance technical standards, documentation, and service delivery processes.

• Communicate technical problems and updates clearly to clients and executive stakeholders.

• Convert technical concepts into actionable business outcomes.

• Collaborate closely with Project Managers, Service Delivery Managers, and Account Managers.

• Keep precise documentation, ticket updates, and time entries.

• Meet expectations for utilization and service quality.

• Participate in the shared weekend on-call schedule.

• Continuously improve technical expertise through certifications, training, and self-directed study.

⛳️ Requirements

• At least 5 years of direct experience in a Managed Service Provider (MSP) setting.

• Proficient in Google Workspace administration, covering provisioning, security settings, organizational units, groups, policies, and ongoing support.

• Extensive experience with Microsoft 365, Exchange Online, Active Directory, Microsoft Entra ID, Windows Server, Intune, and Google Workspace.

• In-depth knowledge of networking principles including TCP/IP, VLANs, switching, routing, VPNs, DNS, wireless networking, and firewalls.

• Experience managing Microsoft Azure or other cloud infrastructure platforms.

• Strong grasp of cybersecurity principles, such as MFA, Conditional Access, EDR/XDR, email security, vulnerability management, and security best practices.

• Experience in supporting backup, disaster recovery, and business continuity solutions.

• Practical experience with RMM platforms, PSA tools, and contemporary MSP technology stacks.

• Strong troubleshooting, analytical, and problem-solving capabilities.

• Excellent written and verbal communication skills in English.

• Ability to work autonomously as the senior technical resource during designated shifts.

• Experience in a small to medium-sized MSP supporting multiple SMB clients is highly preferred.

• Proven experience in mentoring junior technical team members.

• Microsoft 365 Certified: Enterprise Administrator Expert or an equivalent MS-102 certification is required or expected within 12 months of hire.

• One of CompTIA Security+, CompTIA Network+, or Cisco CCNA is required or expected within 12 months of hire.

• UBWA, UEWA, or an equivalent UniFi credential is required or expected within 12 months of hire.

• Must align with USA business hours and participate in a shared weekend on-call rotation.

• Disclosure of any ongoing roles or client work is necessary.

• LinkedIn profile must accurately reflect engagement as an “Independent Contractor.”

🏝️ Benefits

• 100% remote work opportunity.

• Work from the comfort of your home.

• Flexibility in managing your schedule as an independent contractor while ensuring coverage as required.

• Opportunities for continuous learning and career advancement.

• Access to certifications, training, and self-directed learning resources.

• Be part of a collaborative engineering team.

• Engage in technical training sessions and knowledge-sharing activities.