Senior MSP Engineer

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: TYPE OF WORK

Full Time

: SALARY

$2,000 – $2,800 per month (USD)

: HOURS PER WEEK

40

: DATE UPDATED

Jul 10, 2026

JOB OVERVIEW

OVERVIEW

The number one goal of everyone on our team is to deliver an exceptional service and experience to our clients. The Senior MSP Engineer (L3) plays a critical role in achieving that by serving as the highest technical escalation point in the service desk and resolving the issues no one else can.

This is a senior, hands-on technical role. The L3 Engineer owns the most complex i ---------- and problems, leads root-cause analysis on recurring issues, and raises the technical bar for the entire team.

Beyond firefighting, the L3 Engineer designs and improves client environments, contributes to standards and automation, and mentors L1 and L2 technicians so that fewer issues ever reach the top of the stack.

This position requires deep, broad technical expertise across networking, identity, endpoint security, device management, and cloud, paired with the judgment to make sound decisions under pressure and the communication skills to lead during high-impact situations.

RESPONSIBILITIES & TASKS

TECHNICAL ESCALATION (PRIMARY FUNCTION)
- Serve as the final escalation point for the service desk on complex and high-impact issues
- Diagnose and resolve advanced problems across networking, identity, endpoint security, device management, and cloud
- Lead root-cause analysis and permanent fixes for recurring or systemic issues
- Own major i ---------- end to end, coordinating resources and communication until resolution
- Make sound technical decisions quickly during outages and high-pressure situations

COMPLEX PROJECT & ARCHITECTURE WORK
- Design and implement complex solutions across client environments
- Lead the most technically demanding projects and migrations
- Review and improve client architecture for reliability, performance, and security
- Set and enforce technical standards and configuration baselines

CUSTOMER EXPERIENCE
- Deliver a high-quality, professional, and consultative client experience
- Communicate clearly with stakeholders during complex issues and changes
- Act as a trusted senior technical advisor for clients and internal teams
- Ensure minimal disruption to client operations during high-impact work

USE OF TICKETING / PROJECT SYSTEMS
- Accurately log all time, notes, and work performed in Pylon (ticketing system of record)
- Track project deliverables and tasks in Linear
- Capture root-cause findings and resolutions so they become reusable knowledge
- Ensure all deliverables are properly recorded and transitioned

TOOLS & PLATFORM EXPERTISE
- Operate at an expert level across the MSSP toolstack, including:
- Ticketing / PSA: Pylon (system of record), HaloPSA (contracts and billing)
- Endpoint security: CrowdStrike with Flight Control (multi-tenant), ThreatLocker, Senteon
- Identity: Okta, Beyond Identity, Keeper
- Network: Cato Networks, FortiGate, Island Enterprise Browser
- Device management: NinjaOne, Addigy, Intune, Apple Business Manager
- Compliance / GRC: Vanta, Drata
- Identify and drive improvements to tooling, standards, and automation
- Partner with the Automation Engineer to eliminate recurring manual work

COMMUNICATION, REPORTING & RISK MANAGEMENT
- Identify and proactively communicate risks, blockers, or technical debt
- Escalate business-level concerns to the Service Delivery Manager when needed
- Provide clear status updates during major i ---------- and projects
- Ensure alignment between technical execution and client expectations

TEAMWORK & LEADERSHIP
- Mentor and coach L1 and L2 technicians and engineers
- Lead by example on quality, documentation, and client communication
- Follow and contribute to Standard Operating Procedures (SOPs)
- Identify opportunities to improve processes, standardization, and delivery
- Contribute to innovation and continuous improvement initiatives

SKILLS AND ATTRIBUTES

REQUIRED / DESIRED
- Deep, broad experience resolving complex issues in an MSP or multi-client environment
- Advanced networking expertise (firewalls, VLANs, routing, VPN, DNS, SASE/SD-WAN)
- Advanced Microsoft 365 and identity experience (Entra ID, Intune, Exchange, Conditional Access)
- Hands-on experience with modern identity platforms (Okta, Beyond Identity, or similar)
- Strong endpoint security experience (EDR, application control, hardening)
- Multi-platform device management experience (Windows, macOS, mobile)
- Solid understanding of compliance and GRC tooling (Vanta, Drata, or equivalent)
- Scripting and automation experience (PowerShell preferred)
- Excellent troubleshooting and root-cause analysis under pressure
- Strong communication skills with technical and non-technical audiences
- A deep desire to deliver an exceptional client experience

NICE TO HAVE
- Hands-on experience with tools in our stack (CrowdStrike, ThreatLocker, Okta, Beyond Identity, Cato Networks, NinjaOne, Addigy, Pylon)
- Experience leading major i ---------- and complex migrations
Certifications such as:
- Microsoft role-based certs (e.g., AZ-104, AZ-305, MS-102)
- Networking (CCNA or vendor-specific firewall certifications)
- Identity / IAM certifications (Okta or similar)
- ITIL / ITSM
- Experience contributing to automation and standardization initiatives
- Experience with, or a strong interest in, working on LLM-based (Large Language Model) projects, including evaluating, implementing, or integrating AI-driven solutions such as automation workflows, data analysis, knowledge retrieval, and conversational systems into business or technical environments.

KEY DIFFERENTIATOR FROM JUNIOR ROLES
Owns the hardest problems instead of escalating them
Fixes root causes, not just symptoms
Raises the technical capability of the entire team
Operates as a technical leader and final line of defense, not a ticket processor

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Senior MSP Engineer

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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