MSP Senior Level 3 Engineer (Remote India)

Role & responsibilities

Job Title

Role Summary

Key Responsibilities

• Act as the escalation point (Level 3) for the MSP: troubleshoot and resolve the most complex issues beyond Levels 1/2.
• Lead and deliver full-cycle projects including:
• Microsoft365/Office 365 migrations and tenant setups
• Server deployments and Hyper-V environment set-up
• Advanced troubleshooting of servers, storage, virtualization, networking, VoIP, Azure hybrid connections
• Network / firewall / WAN/LAN design and implementation
• Audit and optimization of existing client environments (best practices, security hardening)
• Monitor and manage service tickets (e.g., via a ticketing system such as ConnectWise), prioritize effectively, document resolutions, and ensure SLAs are met.
• Communicate regularly with US-based clients in clear, professional English: provide status updates, explain technical issues, liaise with client stakeholders.
• Work independently while also collaborating with team members, sharing knowledge, mentoring more junior engineers.
• Contribute to continuous improvement: propose and implement process enhancements, automation, and efficiencies for the MSP environment.

Preferred candidate profile

Qualifications

• Proven experience working in an MSP (Managed Service Provider) environment.
• Excellent English communication skills spoken and written. Client-facing in US time-zone.
• Strong expertise with Office 365 (tenant creation/migration), Azure (hybrid/AD), and VoIP systems.
• In-depth knowledge of Windows Server environments, Hyper-V virtualization, network infrastructures (routing, switching, firewalls, VPN).
• Experience with server provisioning, configuration, backup/restore verification, account/user management.
• Demonstrated experience designing networks, implementing security best practices, and troubleshooting complex multi-tier systems.
• Comfortable working the US Eastern hours (evening through early morning IST) consistently.
• Self-motivated, organized, able to manage multiple priorities in fast-paced environment.
• Previous escalation or senior engineer role at MSP level preferred.
• Relevant certifications are a plus (e.g., Microsoft Certified: Azure Administrator, Microsoft 365 Certified: Enterprise Administrator, CompTIA A+ / Network+ / Security+).