Level 3 IT Support Engineer – Managed Services Provider (MSP)

Summary

Our client is an established IT Solutions and Managed Services Provider (MSP) seeking an experienced Level 3 IT Support Engineer to join their team in Round Rock, TX . This position requires a highly skilled IT professional capable of resolving complex technical issues, managing client infrastructure, and implementing reliable technology solutions.

The ideal candidate will have at least 5 years of hands-on IT experience , with advanced expertise in Windows Server, Active Directory, networking, firewalls, Microsoft 365, and cloud technologies . Previous MSP experience is highly preferred , along with strong communication skills and the ability to provide senior-level technical support, lead infrastructure projects, and collaborate directly with business clients.

Duties & Responsibilities

- Level 3 Technical Support & Escalation Management

Serve as a senior-level technical escalation resource for complex infrastructure, networking, server, and systems-related issues.

- Diagnose and resolve advanced technical problems escalated from Level 1 and Level 2 support personnel.

- Troubleshoot complex hardware, software, network connectivity, authentication, and system performance issues.

- Perform root cause analysis for recurring technical incidents and implement long-term corrective solutions.

- Provide advanced technical support across multiple client environments, ensuring timely and effective issue resolution.

- Monitor critical system alerts and respond to infrastructure incidents in accordance with established service guidelines.

- Document complex troubleshooting procedures, technical resolutions, and system changes within the company's ticketing platform.

- Provide technical guidance and escalation support to junior engineers and help desk technicians.

- Support new user onboarding and complex account provisioning when required.

- Network Infrastructure & Security

Design, configure, deploy, maintain, and troubleshoot routers, managed switches, firewalls, and enterprise networking infrastructure .

- Architect and implement Local Area Networks (LANs) and related network connectivity solutions.

- Troubleshoot advanced network issues involving routing, switching, DNS, DHCP, VPN connectivity, and network performance.

- Configure and manage firewall policies, network security controls, and secure remote access solutions.

- Perform network assessments and recommend infrastructure improvements to enhance security, reliability, and performance.

- Support network migrations, hardware replacements, and infrastructure modernization projects.

- Maintain accurate network diagrams, configuration records, and technical documentation.

- Collaborate with clients and internal technical teams to resolve network-related challenges.

- Windows Server, Active Directory & Microsoft Technologies

Deploy, configure, administer, and troubleshoot Windows Server environments .

- Manage Active Directory , including Group Policy, user administration, security groups, permissions, and authentication services.

- Troubleshoot complex Windows Server, domain, and workstation issues.

- Administer and support Microsoft Exchange Server and related email services.

- Support Microsoft 365 environments , including user administration, email services, identity management, and productivity applications.

- Assist with server migrations, operating system upgrades, infrastructure improvements, and system maintenance.

- Configure and maintain file servers, shared resources, permissions, and related infrastructure.

- Evaluate server performance, system reliability, and configuration issues and recommend appropriate improvements.

- Support integration between on-premises infrastructure and cloud-based Microsoft services.

- Cloud Solutions, VoIP & Infrastructure Engineering

Design, implement, and support cloud-based computing solutions that address client business requirements.

- Assist with infrastructure migrations, cloud adoption initiatives, and modernization projects.

- Configure, deploy, monitor, and troubleshoot Voice over Internet Protocol (VoIP) systems.

- Diagnose VoIP connectivity, configuration, call quality, and performance issues.

- Evaluate existing IT infrastructure and recommend improvements to enhance reliability, scalability, and operational efficiency.

- Support implementation of new servers, network equipment, business applications, and related technologies.

- Coordinate infrastructure upgrades and deployments to minimize disruption to client operations.

- MSP Operations & Proactive Systems Management

Provide advanced technical support across multiple managed client environments.

- Utilize Remote Monitoring and Management (RMM) tools to monitor infrastructure, investigate alerts, and perform proactive maintenance.

- Work within Professional Services Automation (PSA) and ticketing platforms to manage escalated service requests, technical activities, and project documentation.

- Perform system health assessments and identify opportunities to improve infrastructure reliability and security.

- Develop and maintain technical documentation, standard operating procedures, and client environment records.

- Identify recurring technical issues and recommend permanent solutions.

- Collaborate with internal support teams to improve troubleshooting procedures, escalation processes, and service delivery.

- Assist with mentoring junior engineers and sharing technical knowledge across the organization.

- Client Consulting, Solution Architecture & Technical Sales Support

Collaborate with sales and account management teams to provide pre-sales and post-sales technical consulting .

- Participate in client discovery meetings, site visits, infrastructure assessments, and technical planning discussions.

- Evaluate client technology environments and identify opportunities for system improvements, upgrades, and new technology solutions.

- Develop technical recommendations and assist with designing solutions that align with client business objectives.

- Support preparation of technical proposals, presentations, implementation plans, and project recommendations.

- Translate business requirements into practical infrastructure and technology solutions.

- Participate in solution implementation, project deployment, and ongoing technical account management.

- Serve as a trusted technical resource for clients by communicating complex technical information clearly and professionally.

- Provide recommendations regarding infrastructure performance, reliability, security, and long-term technology planning.

Qualifications & Requirements

- Required Experience & Technical Background

Minimum 5 years of hands-on IT infrastructure, systems engineering, and advanced technical support experience .

- Minimum 3 years of client-facing technical experience , including IT consulting, technical account management, sales engineering, or related responsibilities.

- Demonstrated experience resolving Level 3 technical escalations involving complex server, network, and infrastructure issues.

- Advanced knowledge of Windows Server, Active Directory, Microsoft Exchange, and Windows operating systems .

- Strong experience configuring, maintaining, and troubleshooting routers, managed switches, firewalls, and networking infrastructure .

- Experience designing, deploying, and supporting business IT infrastructure solutions.

- Strong understanding of network architecture, system administration, authentication, and infrastructure security.

- Ability to independently troubleshoot complex technical problems and implement effective long-term solutions.

- Experience evaluating client technology requirements and recommending appropriate technical solutions.

- Strong understanding of business productivity systems and the relationship between technology infrastructure and business operations.

- Advanced Technical Skills

Strong knowledge of Windows Server administration, Active Directory, Group Policy, DNS, DHCP, and related Microsoft technologies .

- Experience administering and troubleshooting Microsoft Exchange Server and email infrastructure.

- Familiarity with Microsoft 365 , cloud services, and hybrid IT environments.

- Advanced understanding of LAN networking, routing, switching, firewalls, VPNs, and network security .

- Experience with file servers, user permissions, system access controls, and infrastructure configuration.

- Knowledge of VoIP systems , including deployment, monitoring, administration, and troubleshooting.

- Ability to conduct technical assessments, analyze infrastructure requirements, and develop solution recommendations.

- Experience supporting server upgrades, network migrations, and infrastructure implementation projects.

- Ability to prepare detailed technical documentation, implementation plans, and client-facing proposals.

- Client Service & Professional Skills

Excellent written and verbal communication skills, with the ability to explain complex technical concepts to business stakeholders.

- Strong customer service skills and a professional, consultative approach to client relationships.

- Ability to understand client business requirements and recommend practical technology solutions.

- Advanced analytical thinking, troubleshooting, and root cause analysis capabilities.

- Strong organizational, multitasking, and time-management skills.

- Ability to prioritize escalated incidents, client requirements, and technical projects in a fast-paced environment.

- Self-motivated, dependable, results-oriented, and capable of working independently.

- Strong leadership and mentoring skills, with the ability to guide junior technical personnel.

- Ability to collaborate effectively with engineering, support, sales, and account management teams.

- Professional judgment and accountability when managing critical client infrastructure and technical issues.

- Preferred Experience & Certifications

Previous experience working for a Managed Services Provider (MSP) is highly preferred .

- Experience supporting multiple business clients and managing diverse IT infrastructure environments.

- Experience with RMM platforms such as Kaseya, ConnectWise, or comparable solutions .

- Experience with PSA and ticketing systems such as Autotask, ConnectWise, or similar platforms .

- Experience designing and implementing infrastructure solutions for small and midsize businesses.

- Experience participating in technical sales, discovery meetings, client presentations, and proposal development.

- Previous technical sales training or sales engineering experience.

- CompTIA Network+ and/or CompTIA Security+ certification .

- Relevant Microsoft certifications in Microsoft 365, Azure, Windows Server, or related technologies.

- Cisco CCNA or CCIE certification .

- Experience with cloud migrations, hybrid infrastructure, network security improvements, and infrastructure modernization.

- Previous experience mentoring Level 1 or Level 2 engineers.