L2/L3 Systems Engineer (MSP Experience Required)

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.