Outsourcing Advantage is a boutique BPO provider specializing in back-office and operational support for U.S.-based businesses. We are seeking an experienced L2/L3 Systems Engineer with a strong background in Managed Services Providers (MSP) environments to join our team. The ideal candidate will have hands-on experience supporting multiple clients, troubleshooting complex infrastructure issues, and managing Microsoft-based environments.
About the role
This role requires a highly technical, organized, and proactive professional who can independently diagnose issues, research solutions, and deliver exceptional support across diverse client environments.
Responsibilities
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Provide advanced Level 2 and Level 3 technical support for multiple client environments.
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Troubleshoot and resolve complex issues involving Microsoft 365, Azure, networking, servers, endpoints, and infrastructure.
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Manage and support Microsoft cloud technologies, including Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.
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Administer and troubleshoot Windows Server environments, including Active Directory, Domain Controllers, Group Policy, and directory synchronization.
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Configure, maintain, and troubleshoot network infrastructure, including firewalls, VPNs, content filtering, and security solutions.
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Support virtualization environments, including hypervisors and virtual machines.
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Assist with Azure infrastructure, including Azure Virtual Machines and Azure Virtual Desktop (AVD).
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Manage backup solutions, perform troubleshooting, and ensure successful recovery processes.
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Document service call notes, technical resolutions, system configurations, diagrams, and internal procedures.
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Create and maintain technical documentation, checklists, and knowledge base articles.
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Research and implement new technologies, tools, and best practices to improve client environments.
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Communicate effectively with clients, team members, vendors, and external stakeholders.
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Prioritize and manage multiple tickets while meeting service-level agreements (SLAs).
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Work collaboratively with other engineers and internal teams to resolve escalated issues.
Requirements
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Minimum 3 years of experience working in an MSP (Managed Services Provider) environment.
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Proven experience supporting multiple clients and managing diverse IT environments.
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Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
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Ability to work independently, prioritize tasks, and perform effectively under pressure.
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Strong communication skills, both written and verbal.
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Highly organized, detail-oriented, and process-driven.
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Experience documenting technical processes, configurations, and troubleshooting steps.
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Microsoft 365 in general, and specifically Entra ID (Azure AD), Exchange Online, SharePoint, and Intune.
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Experience with:
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PowerShell scripting and automation
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Azure Virtual Machines
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Azure Virtual Desktop (AVD)
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Windows Server administration
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Active Directory and Group Policy
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Directory synchronization tools
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Hardware firewalls
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VPN technologies
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DPI-SSL and content filtering
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Virtualization platforms
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Backup technologies
Candidates whose only experience is in-house IT, a single-company help desk, or an unrelated field are not a fit for this role. Prior experience in a Managed Services Provider (MSP) environment is required.
Preferred Qualifications
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Experience working with multiple MSP tools and platforms.
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Microsoft certifications such as:
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Microsoft Certified: Azure Administrator Associate
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Microsoft 365 Certified: Administrator Expert
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Microsoft Certified: Endpoint Administrator Associate
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Experience managing enterprise Microsoft environments.
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Strong understanding of cybersecurity best practices.
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Experience with firewall vendors such as SonicWall, Fortinet, Meraki, Palo Alto, or similar technologies.
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Experience supporting hybrid cloud environments.
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Experience creating network diagrams and technical documentation.
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Familiarity with IT service management processes and ticketing systems.
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Experience working directly with clients in a consulting or managed services capacity.
Benefits
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Opportunity to work on diverse and exciting projects.