Level 3 Desktop Support / Systems Support Engineer (MSP)

We are seeking a Level 3 Desktop Support / Systems Support Engineer to join a growing Managed Service Provider (MSP) environment. This is a senior, hands on technical role supporting external client environments (approximately 95%) as well as internal systems., Tier 1-3 Support & Issue Resolution

• Deliver Tier 1-3 technical support via phone, email, remote tools, and onsite visits
• Own service tickets end to end, including escalations, follow ups, and client communication
• Evaluate, prioritize, and resolve service requests in accordance with defined SLAs
• Troubleshoot and resolve complex issues across desktops, servers, networks, and cloud systems

Microsoft & Systems Administration

• Support Microsoft technologies including:

• Microsoft Entra ID / Azure Active Directory
• Microsoft 365 administration
• Group Policies (GPOs)
• Intune, Autopilot, and device management

• Support Windows Server and desktop operating systems
• Manage and troubleshoot on prem and cloud hybrid environments
• Assist with Azure infrastructure and cloud migration initiatives, * Support VPN connectivity, including understanding VPN handshake processes and authentication stages
• Configure and support firewalls, network devices, and security policies
• Assist with backup, recovery, disaster recovery, and business continuity solutions
• Troubleshoot virtualization platforms including VMware, Hyper V, and related storage technologies

Automation, Documentation & Continuous Improvement

• Contribute to automation and workflow efficiency initiatives
• Support infrastructure upgrades, migrations, and system enhancements
• Maintain accurate documentation of client environments, configurations, and changes
• Develop and follow standard operating procedures (SOPs)
• Mentor and support Level 1 and Level 2 technicians

Client & Team Collaboration

• Provide regular and transparent status updates to clients and internal stakeholders
• Collaborate with internal engineering teams, vendors, and partners for issue resolution
• Recommend technology improvements to enhance performance, stability, and security
• Participate in an on call rotation for after hours escalation support

The ideal candidate is a strong technical generalist with deep Microsoft expertise, solid networking fundamentals, and real MSP experience. This role requires the ability to diagnose and resolve complex issues across end user systems, servers, networks, security, and cloud platforms, while maintaining excellent customer communication and ownership of issues through resolution., * 5+ years of Managed Service Provider (MSP) experience (mandatory)

• 10+ years of overall IT experience
• Proven hands on systems administration background (not consultant only)
• Experience supporting large MSP client environments

Technical Skills (Must Have)

• Advanced Microsoft stack expertise (AD, M365, GPOs, Azure fundamentals)
• Strong networking fundamentals (TCP/IP, DNS, DHCP, routing, switching)
• VPN troubleshooting and security concepts
• Windows Server administration
• Experience with ticketing systems (e.g., ServiceNow, ConnectWise, Autotask)
• Exposure to firewalls, wireless access points, and VLANs

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.