Description Join our dynamic and growing Managed IT Services Provider as a Level 3 IT Helpdesk Engineer. We are looking for a highly skilled technical leader to serve as the final escalation point for complex technical issues across diverse client environments. This in-person position is ideal for senior engineers who thrive in high-accountability, hands-on MSP settings.
Key Responsibilities:
- Act as the top-level escalation for complex production issues.
- Diagnose and resolve advanced problems in infrastructure, cloud, identity, and applications.
- Lead root cause analysis and implement long-term remediation solutions.
- Design, implement, and maintain enterprise-grade IT solutions.
- Take ownership of complex technical projects for both clients and internal teams.
- Ensure seamless transition of new services and solutions into support.
- Mentor and support Level 1 and Level 2 engineers.
- Maintain thorough documentation and uphold technical standards.
Technical Focus Areas:
- Administer and support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
- Manage Windows Server and Windows OS environments.
- Troubleshoot and manage VMware vSphere/vCenter systems.
- Design and support Azure and hybrid cloud environments, including Azure Virtual Desktop (WVD), FSLogix, and multi-session Windows.
- Implement and maintain SAML SSO, MFA, and cloud identity solutions.
- Lead endpoint management with Microsoft Intune / Endpoint Manager and deploy Windows Autopilot.
- Automate processes using PowerShell scripting.
Requirements Required Qualifications:
- Minimum 10 years of systems engineering or advanced IT support experience.
- At least 5 years in a Level 3 or senior escalation support role.
- Strong hands-on expertise in Microsoft 365 and Exchange.
- Highly proficient in Azure and virtualization platforms (VMware vSphere).
- Experience with Intune, MDM, endpoint management, and PowerShell scripting.
- Must be able to work onsite at our NYC office.
Preferred Qualifications:
- Previous MSP experience.
- ConnectWise PSA and/or Automate platform knowledge.
- Certifications: Microsoft 365 Enterprise Administrator Expert, Azure Administrator or Solutions Architect, Network+ and/or Security+.
- Experience supporting macOS in enterprise environments.
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