Outsourcing Advantage is a boutique BPO provider specializing in back-office and operational support for U.S.-based businesses. We are seeking an experienced L2/L3 Systems Engineer with a strong background in Managed Services Providers (MSP) environments to join our team. The ideal candidate will have hands-on experience supporting multiple clients, troubleshooting complex infrastructure issues, and managing Microsoft-based environments.
This role requires a highly technical, organized, and proactive professional who can independently diagnose issues, research solutions, and deliver exceptional support across diverse client environments.
Responsibilities
- Provide advanced Level 2 and Level 3 technical support for multiple client environments.
- Troubleshoot and resolve complex issues involving Microsoft 365, Azure, networking, servers, endpoints, and infrastructure.
- Manage and support Microsoft cloud technologies, including Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.
- Administer and troubleshoot Windows Server environments, including Active Directory, Domain Controllers, Group Policy, and directory synchronization.
- Configure, maintain, and troubleshoot network infrastructure, including firewalls, VPNs, content filtering, and security solutions.
- Support virtualization environments, including hypervisors and virtual machines.
- Assist with Azure infrastructure, including Azure Virtual Machines and Azure Virtual Desktop (AVD).
- Manage backup solutions, perform troubleshooting, and ensure successful recovery processes.
- Document service call notes, technical resolutions, system configurations, diagrams, and internal procedures.
- Create and maintain technical documentation, checklists, and knowledge base articles.
- Research and implement new technologies, tools, and best practices to improve client environments.
- Communicate effectively with clients, team members, vendors, and external stakeholders.
- Prioritize and manage multiple tickets while meeting service-level agreements (SLAs).
- Work collaboratively with other engineers and internal teams to resolve escalated issues.
Requirements
- Minimum 3 years of experience working in an MSP (Managed Services Provider) environment.
- Proven experience supporting multiple clients and managing diverse IT environments.
- Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
- Ability to work independently, prioritize tasks, and perform effectively under pressure.
- Strong communication skills, both written and verbal.
- Highly organized, detail-oriented, and process-driven.
- Experience documenting technical processes, configurations, and troubleshooting steps.
- Microsoft 365 in general, and specifically Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.
- Experience with:
- PowerShell scripting and automation
- Azure Virtual Machines
- Azure Virtual Desktop (AVD)
- Windows Server administration
- Active Directory and Group Policy
- Directory synchronization tools
- Hardware firewalls
- VPN technologies
- DPI-SSL and content filtering
- Virtualization platforms
- Backup technologies
Candidates whose only experience is in-house IT, a single-company help desk, or an unrelated field are not a fit for this role. Prior experience in a Managed Services Provider (MSP) environment is required.
Preferred Qualifications
- Experience working with multiple MSP tools and platforms.
- Microsoft certifications such as:
- Microsoft Certified: Azure Administrator Associate
- Microsoft 365 Certified: Administrator Expert
- Microsoft Certified: Endpoint Administrator Associate
- Experience managing enterprise Microsoft environments.
- Strong understanding of cybersecurity best practices.
- Experience with firewall vendors such as SonicWall, Fortinet, Meraki, Palo Alto, or similar technologies.
- Experience supporting hybrid cloud environments.
- Experience creating network diagrams and technical documentation.
- Familiarity with IT service management processes and ticketing systems.
- Experience working directly with clients in a consulting or managed services capacity.
Benefits
- Opportunity to work on diverse and exciting projects.
- Supportive and collaborative work environment.
- Weekly payments.
- Weekends off.