MSP Tier 3 Engineer

This role is mostly work from home, with about 2-3 days a week on client sites. Clients are mostly within the Brooklyn / West Chester area.

Minimum Requirements:

• Over 4 years of experience in tier 2-3 technical support, preferably in a Managed Service Provider environment
• Strong background completing tickets for Microsoft 365 administration, including user management, Intune, conditional access, azure virtual desktop, software installation and licensing
• Excellent customer service skillset and willing to complete support tickets remotely/onsite
• Network administration and troubleshooting, including firewalls, routers, switches, and wireless controllers. Preferred vendors are FortiGate, SonicWall, Cisco, Ubiquiti, and Sophos
• Available for on-site client visits approximately two-three times per week
• Local to the Brooklyn / West Chester area (focus territory)
• Holds a valid driver’s license and has reliable transportation

Plusses:

• Modern Work MS certifications (Microsoft 365 Certified)

Description:

Insight Global is assisting a client in identifying a Level 3 Engineer for a Managed Service Provider specializing in IT projects, equipment, licenses, and products. This employee will provide remote and onsite customer support. This includes providing engineering support for IT upgrades and implementation projects. Additionally, you will participate in assigned on-call shifts for weekends and holidays (rotation), ensuring continuous support for our clients.

• Provide engineering support for IT upgrades and implementation projects
• Provide tier 2-3 technical support for a variety of client environments, resolving complex hardware, software, and network issues
• Administer and troubleshoot network infrastructure, including firewalls, routers, switches, wireless controllers, and devices from vendors such as FortiGate, SonicWall, Cisco, and Ubiquiti
• Administer Microsoft 365 environments, including user accounts, software installation and licensing
• Provide basic support for cloud-based solutions, including Azure Virtual Desktop and Cloud PCs, ensuring availability, performance, and rapid response to system-wide issues
• Communicate effectively with clients to understand technical needs, provide updates, and deliver high-quality customer service
• Collaborate with internal teams and vendors to implement new technologies and resolve escalated issues
• Conduct on-site visits to client locations or the office a few days per week for hands-on support and relationship management
• Maintain accurate documentation of systems, configurations, and support activities
• Ensure compliance with client-specific security and operational standards across industries such as legal, healthcare, education, and finance
• Paperwork including time entries and workflow completed timely and properly
• Work includes assigned on-call shifts for Weekends and Holidays (rotation)

Target salary: $93,000 - $120,000