L3 Senior Escalations MSP Engineer (Permanent WFH and Night Shift)

We are seeking a highly experienced Senior L3 MSP Engineer to join our US-based Managed Services team. This role is responsible for handling complex technical escalations from L1/L2 engineers, resolving critical infrastructure and networking issues, and providing advanced technical expertise across multiple client environments.

The Senior L3 MSP Engineer will serve as a senior escalation point for the Service Desk and MSP Engineering teams, taking ownership of high-impact incidents that require advanced troubleshooting, root-cause analysis, infrastructure expertise, and coordination with vendors and client technical teams.

This position requires strong experience in a Managed Service Provider (MSP) environment, excellent troubleshooting skills, and the ability to work across networking, Microsoft cloud technologies, servers, security, and client infrastructure.

• L3 Technical Escalations

  • Act as the primary L3 escalation point for complex technical issues escalated by L1 and L2 engineers.

  • Troubleshoot and resolve high-severity incidents involving networking, servers, Microsoft 365, cloud services, security, and client infrastructure.

  • Take ownership of escalated tickets through resolution, ensuring proper communication, documentation, and follow-through.

  • Perform advanced troubleshooting when issues cannot be resolved through standard L1/L2 procedures.

  • Provide technical guidance and mentoring to L1/L2 MSP Engineers.

  • Participate in major incident response and provide technical leadership during critical outages.

• Network & Infrastructure

  • Troubleshoot complex LAN/WAN, routing, switching, VPN, firewall, DNS, DHCP, and connectivity issues.

  • Diagnose issues involving TCP/IP, VLANs, NAT, routing, wireless, and site-to-site/remote-access VPNs.

  • Support and troubleshoot enterprise firewalls such as SonicWall, Sophos, Fortinet, or similar technologies.

  • Troubleshoot network performance, packet loss, latency, connectivity, and security-related incidents.

  • Support Windows Server infrastructure, Active Directory, Group Policy, DNS, DHCP, file services, and virtualization environments.

  • Assist with infrastructure migrations, upgrades, implementations, and complex remediation projects.

• Microsoft 365 & Cloud

  • Provide advanced support for Microsoft 365, Exchange Online, Microsoft Entra ID, Intune, Teams, SharePoint, and OneDrive.

  • Troubleshoot authentication, MFA, Conditional Access, identity synchronization, mail flow, permissions, and account-related issues.

  • Investigate complex Microsoft 365 service and integration issues.

  • Support Azure/Azure-related infrastructure and cloud connectivity where required.

• Security & Endpoint

  • Troubleshoot advanced endpoints, antivirus/EDR, email security, and access-control issues.

  • Support security platforms such as Sophos, Microsoft Defender, SonicWall, or similar technologies.

  • Investigate security alerts and coordinate remediation with internal security teams and vendors.

  • Assist with vulnerability remediation, patching, endpoint hardening, and security-related projects.

• MSP Operations

  • Manage escalated tickets within defined SLA and priority requirements.

  • Review recurring incidents and identify opportunities for permanent resolution.

  • Perform root-cause analysis (RCA) and document findings for recurring or major incidents.

  • Create and maintain technical documentation, knowledge articles, and troubleshooting procedures.

  • Work closely with Account Managers, Service Desk teams, Project Engineers, and client IT teams.

  • Communicate technical issues and resolutions clearly to both technical and non-technical stakeholders.

  • Coordinate with third-party vendors and software/hardware providers when escalation is required.

  • Participate in an on-call or after-hours escalation rotation when required.

• 7+ years of progressive IT infrastructure, systems, network, or MSP experience.

• 3+ years working at an L3/Senior Engineer level.

• Strong experience working in a US-based MSP or Managed Services environment.

• Proven experience handling L3 technical escalations from L1/L2 support teams.

• Strong troubleshooting skills across networking, servers, Microsoft 365, security, and infrastructure.

• Experience supporting multiple clients and different technical environments.

• Strong understanding of ITIL principles, incident management, problem management, and change management.

• Ability to perform root-cause analysis and develop permanent technical solutions.

• Excellent written and verbal communication skills.

• Strong documentation and knowledge-transfer skills.

• Ability to work independently while collaborating with engineers, vendors, and client stakeholders.

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to a permanent night shift schedule.