Msp Senior System Engineer

Qualifications and requirements

• At least five years of continuous professional IT experience.
• At least one year of experience working in a managed service provider (MSP) environment.
• Strong working knowledge of networking, including firewalls, VLANs, VPNs, routing, and switching.
• Hands-on experience administering Windows Server and Microsoft 365 environments.
• Experience with Microsoft Entra ID, Exchange Online, Intune or other mobile/device management platforms, and endpoint management.
• Experience using remote monitoring and management (RMM) and professional services automation (PSA) platforms.
• Practical understanding of cybersecurity fundamentals, including identity and access control, endpoint protection, patching, and secure system configuration.
• Strong troubleshooting and problem-solving skills across multiple client environments.
• Ability to manage priorities, work independently, and take ownership of assigned issues and projects.
• Clear written and verbal communication skills, including the ability to explain technical issues to clients.

Job functions

Technical Escalation and Troubleshooting

• Serve as the senior escalation point for issues frontline technicians cannot resolve.
• Troubleshoot complex problems across networks, servers, endpoints, identity, and cloud environments.
• Identify root causes and implement lasting solutions.
• Use sound judgment during high-impact incidents and service disruptions.

Project Engineering and Infrastructure

• Lead client projects, including migrations, deployments, upgrades, and system improvements.
• Configure systems for reliability, performance, and security.
• Plan changes to minimize disruption.
• Document configurations, projects, and resolutions.

Security and Best Practices

• Apply security best practices when configuring and troubleshooting client environments.
• Understand identity and access controls, endpoint protection, patch management, and security risks.
• Identify suspicious activity and weaknesses, escalating concerns as needed.
• Support client security and compliance requirements.

Client Communication and Service Delivery

• Communicate technical issues, project progress, risks, and solutions to clients.
• Explain complex concepts clearly to technical and non-technical audiences.
• Set expectations and provide timely updates.
• Document work accurately and communicate outcomes.

Teamwork and Continuous Improvement

• Work independently while keeping the team informed.
• Collaborate with technicians and engineers to resolve escalations and improve service.
• Share knowledge and promote consistent troubleshooting and documentation.
• Recommend improvements to processes, standards, and efficiency.

WHAT SUCCESS LOOKS LIKE

• Resolves complex escalations independently and knows when to involve others.
• Delivers reliable, secure technical solutions that address root causes rather than temporary symptoms.
• Completes client projects with clear documentation and minimal operational disruption.
• Communicates proactively and builds trust with clients and colleagues.
• Takes ownership of technical issues, follows through on commitments, and contributes to continuous improvement.

Desirable skills

• Experience supporting clients in regulated industries, such as defense contracting, financial services, or insurance.
• Familiarity with compliance frameworks and requirements, including CMMC, NIST SP 800-171, GLBA, or the FTC Safeguards Rule.
• Relevant certifications in Microsoft, CompTIA, Cisco, or Meraki technologies.
• Experience leading complex migrations, infrastructure upgrades, or other client engineering projects.
• Experience with security monitoring, endpoint detection and response (EDR), application control, or identity security solutions.
• Experience with scripting, automation, and technical standardization initiatives.

We are looking for an experienced MSP Senior Systems Engineer to serve as the highest technical escalation point for the help desk and lead hands-on engineering projects across client environments.

This is a fully remote, hands-on technical role for an engineer who can independently troubleshoot complex issues, deliver infrastructure projects, apply sound security practices, and communicate effectively with clients and internal teams.

The role supports a range of businesses, including organizations with security and compliance requirements. Success requires technical expertise, sound judgment, accountability, and the ability to work independently without close supervision.

We are a managed service provider supporting businesses with their IT operations, cybersecurity, and compliance requirements.

The team values ownership, direct communication, and practical problem-solving.