Msp Senior System Engineer

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.

• 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.

• 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.