Senior Support Engineer (L3 / MSP)

Location: Remote (Contract)

Schedule: US Eastern Time (8:00 AM 5:00 PM ET)

Reports to: Support Manager

OVERVIEW

We are seeking a senior-level Level 3 IT Support Technician to serve as an escalation point within our Managed Services Provider (MSP) support team. This role will primarily support internal technicians by resolving complex technical issues related to Microsoft 365, workstation environments, and general networking.

This position is highly service-oriented and requires strong technical proficiency, excellent communication skills, and a process-driven mindset. This will be our first remote hire, making professionalism, accountability, and cultural alignment essential.

JOB RESPONSIBILITIES

• Serve as an escalation resource for Tier 1 and Tier 2 support technicians
• Troubleshoot advanced Microsoft 365 issues
• Support Windows and macOS workstations
• Diagnose and resolve general networking issues
• Work within Autotask and Datto RMM environments
• Document procedures, build repeatable processes, and improve support workflows
• Participate in quarterly on-call rotation (light volume)
• Collaborate closely with support leadership and technical team members

REQUIREMENTS

• 5+ years of hands-on IT support experience
• Strong Microsoft 365 administration and troubleshooting skills
• Advanced Windows and macOS workstation support experience
• General networking troubleshooting knowledge
• MSP experience preferred but not mandatory
• Strong customer service mindset and clear English communication
• Process-oriented with strong documentation skills
• Comfortable working US Eastern Time business hours
• Experience using MSP tools (Autotask, Datto RMM, or similar)

Not Required (Nice to Have but Not Core)

• Azure / AWS certifications
• Deep cloud engineering experience
• Advanced infrastructure architecture design
• Linux server administration

This role is focused on being a strong generalist Level 3 support technician, not a cloud engineer.