Level 2/3 System Engineer (MSP / Private Cloud)

We're looking for a proactive, technically strong Level 2/3 System Engineer to join our growing Managed Services team. This role is designed for someone who thrives in a fast-paced MSP environment, enjoys solving complex technical challenges, and can confidently support both reactive and project-based work across multiple client environments.

The ideal candidate has deep experience supporting infrastructure, networking, Microsoft environments, and private cloud platforms while maintaining a customer-first mindset. This engineer should be comfortable handling escalations, participating in projects, documenting solutions, and working directly with clients to improve operational stability and long-term technology alignment.

This is not a "follow-the-script role. We're looking for someone who can think critically, troubleshoot efficiently, communicate clearly, and contribute to the overall success of the service team and client experience.

Key Responsibilities

Daily Operations & Support

• Serve as a Level 2/3 escalation point for complex technical issues
• Troubleshoot and resolve advanced server, networking, virtualization, and cloud-related incidents
• Support Microsoft environments including:
  • Microsoft 365
  • Azure / Entra ID
  • Intune
  • Exchange Online
  • SharePoint
  • Teams
• Manage and maintain Windows Server environments
• Support endpoint management, patching, monitoring, and security remediation
• Participate in on-call rotation and after-hours escalation support when required

Private Cloud & Infrastructure

• Support and maintain private cloud infrastructure environments
• Administer virtualization platforms such as:
  • VMware vSphere/ESXi
  • Hyper-V
  • Nutanix (preferred)
• Work with storage, compute, and networking components within hosted environments
• Assist with:
  • Resource optimization
  • Capacity planning
  • Backup validation
  • Disaster recovery testing
  • High availability initiatives
• Troubleshoot connectivity, VLAN, VPN, firewall, and routing issues

Project Work

• Participate in infrastructure and cloud migration projects
• Deploy and support:
  • Azure environments
  • AVD (Azure Virtual Desktop)
  • Hybrid infrastructure solutions
  • Server migrations
  • Network refreshes
  • Security implementations
• Collaborate with Project Managers and senior engineers to complete projects on time and within scope
• Perform discovery, documentation, testing, and post-project validation

Client Experience & Documentation

• Communicate effectively with end users, stakeholders, and leadership teams
• Maintain accurate and detailed documentation within PSA/documentation systems
• Create SOPs and technical documentation as needed
• Build trusted relationships with clients through professionalism and accountability
• Contribute to process improvement and operational maturity initiatives

Technical Requirements

Required Experience

• 4+ years of experience in an MSP environment
• Experience supporting multiple client environments simultaneously
• Strong troubleshooting skills across systems, networking, and cloud technologies
• Experience working in private cloud or hosted infrastructure environments

Required Technical Skills

• Windows Server administration
• Microsoft 365 administration
• Azure / Entra ID
• Virtualization technologies (VMware or Hyper-V)
• Networking fundamentals:
  • VLANs
  • VPNs
  • DNS/DHCP
  • Routing/Switching
• Backup and disaster recovery solutions
• Firewalls and security best practices
• RMM and PSA experience

Preferred Experience

• Nutanix HCI
• Azure Virtual Desktop (AVD)
• Fortinet, SonicWall, or Meraki firewalls
• PowerShell scripting
• ConnectWise, HaloPSA, or Autotask
• IT Glue or similar documentation platforms
• Security and compliance exposure
• Private cloud hosting operations