L2 Helpdesk (SysAdmin/NOC)

Be the Escalation Point Everyone Relies On.

When standard fixes fail, your colleagues look to you.

Rosen Enterprises, LLC is looking for an L3 Senior MSP Engineer to take charge of complex escalations, infrastructure troubleshooting, root cause analysis, and projects for fast-growing U.S.-based MSPs.

This is a true senior position, not a helpdesk job with a bigger title. You'll troubleshoot, design, deploy, document, and carry complex technical work all the way through.

Prior MSP experience is a must.

Experience Required

3+ years of hands-on MSP experience, including:

• Supporting multiple clients and varied infrastructures
• Handling high ticket volumes in RMM and PSA platforms
• Following escalation procedures and meeting SLAs
• Communicating directly with clients
• Maintaining documentation standards
• Managing several technical priorities at once

What You'll Be Doing

• Resolving advanced L2/L3 escalations and performing root cause analysis
• Diagnosing and resolving server and network infrastructure issues
• Leading Microsoft 365 migrations (email, tenant, SharePoint, OneDrive)
• Administering Azure and AWS environments
• Managing Group Policy, server migrations (including P2V), and hypervisors
• Configuring RMM, monitoring, patching, and automated deployments
• Writing advanced scripts and automations
• Handling VLANs, routing, firewalls, and VPNs
• Setting up MFA and SSO
• Delivering network and infrastructure projects
• Coaching L1/L2 technicians

Work Setup

• Onsite in Tayabas City, Quezon Province for the first 6 months
• Strong performance may open the door to a remote setup afterward
• Working hours aligned to your assigned U.S.-based MSP
• Independent Contractor set up

What We're Looking For

Must-haves:

• 3+ years of hands-on MSP experience
• Advanced troubleshooting skills
• Proven ability to resolve server and network infrastructure issues
• Strong PSA and RMM knowledge
• Proven ownership of complex escalated tickets
• Microsoft 365, Azure, networking, firewall, and server administration experience
• Excellent written and spoken English, with clear documentation habits
• Ability to explain technical issues in plain terms
• Independent, ownership-driven mindset
• Able to work onsite in Tayabas City, Quezon Province for the first 6 months

Nice to have:

• ConnectWise, Autotask, HaloPSA, Datto RMM, NinjaOne, N-able, IT Glue, Hudu, or similar tools.