L2-L3 Engineer with MSP Experience

About the Role

We’re hiring a Level 2-3 Engineer who is relentless with escalations, proactive with automation, and obsessed with system hardening. You will own high-level ticket escalations, lead infrastructure projects, and help design scalable solutions that reduce support volume over time.

This is not a “high-level helpdesk” job — this is about infrastructure mastery, automation-first thinking, and mentorship.

Responsibilities

• Own and resolve all L3/escalated support tickets from L1/L2 teams
• Lead technical projects (e.g., Azure migrations, security hardening)
• Manage and monitor critical systems: servers, network, firewalls
• Maintain and document all configurations using IT Glue
• Review CyberStack tools for anomalies
• Mentor L1/L2 engineers with skills training and SOP documentation
• Propose and implement automation using scripting or AI

Success Milestones

By Day 30: Resolve 90%+ of escalated tickets without assistance; document root causes

By Day 60: Fully own 2+ areas of our CyberStack and begin mentoring juniors

By Day 90: Deliver 1 system automation (e.g., patching, onboarding, alert response)

Must-Have Tools & Stack

• ConnectWise Manage + Automate
• Microsoft 365 & Azure (AD, Conditional Access, Intune, etc.)
• PowerShell (required), Bash or Python (bonus)
• IT Glue for all documentation
• Microsoft Teams + ChatGPT for communication and automation

Qualifications

• Proven experience resolving complex technical escalations
• Strong hands-on experience with Microsoft 365, Azure AD, and Windows Server
• Comfortable working with security tools and network infrastructure
• Fluent in English and Spanish (written and spoken)
• Strong documentation and mentorship skills
• Ownership mindset — escalations stop with you