Systems Engineer

The Level 3 Senior Engineer is a Senior technical leader within the Service Delivery organization

responsible for supporting daily operations, resolving complex technical issues, and serving as

the highest escalation point for service-related incidents on that team.

This role provides advanced technical expertise across client environments while partnering

closely with Service Desk, Client Experience, Solutions, and Security teams to maintain

exceptional service levels and client satisfaction. The primary focus of the position is ensuring

operational stability, reducing downtime, preventing recurring issues, and supporting the

successful delivery of managed services.

The Level 3 Senior Engineer acts as a technical mentor for Level 1 and Level 2 team members,

drives continuous service improvement initiatives, and serves as a trusted advisor during critical

technical situations.

Primary Responsibilities

Advanced Technical Escalations

• Serve as the primary escalation point for complex client issues that cannot be resolved

by Level 1 or Level 2 technicians.

• Troubleshoot and resolve advanced infrastructure, cloud, networking, security, and

application issues.

• Lead technical investigations involving recurring, high-impact, or business-critical

incidents.

• Coordinate with vendors, software providers, and third-party support organizations

when necessary.

• Participate in major incident response and restoration activities.
• Perform root cause analysis and develop corrective actions to prevent future

occurrences.

Operational Support & Service Delivery Excellence

• Maintain and support client technology environments to ensure maximum stability,

security, and performance.

• Monitor service trends and proactively address recurring operational issues.
• Identify opportunities to improve client environments through standardization,

automation, and operational best practices.

• Ensure adherence to service delivery processes, technical standards, and documented

procedures.

• Support service continuity and business resilience initiatives.

Infrastructure Administration

Provide advanced administration and support for technologies including:

• Microsoft 365
• Microsoft Azure
• Entra ID
• Active Directory
• Windows Server
• VMware and Hyper-V
• Endpoint management platforms
• Backup and disaster recovery solutions
• Remote monitoring and management platforms
• Virtual desktop environments
• Collaboration and communication platforms

Network & Security Support

• Troubleshoot and maintain complex network environments.
• Support firewalls, switches, wireless infrastructure, VPNs, and connectivity solutions,

such as Cisco, Meraki, Watchguard, Palo Alto, Unifi and more.

• Assist with cybersecurity incident remediation and security hardening efforts.
• Review and address vulnerabilities identified through security monitoring and

assessments.

• Collaborate with internal security resources to improve client security posture.
• Ensure operational adherence to security best practices and compliance requirements.

Technical Leadership & Mentorship

• Serve as a technical resource and mentor for Service Delivery staff.
• Guide technicians through advanced troubleshooting & problem-solving methodologies.
• Provide coaching during escalations to improve team capability and confidence.
• Promote knowledge sharing and cross-training throughout the organization.
• Help establish and maintain technical standards and best practices.

Client Support & Communication

• Communicate effectively with both technical and non-technical stakeholders.
• Provide updates and recommendations during escalated support situations.
• Build confidence and trust with clients during critical incidents and service interruptions.
• Assist Client Success and leadership teams with technical consultations when needed.
• Maintain a customer-focused approach to issue resolution and service delivery.

Secondary Responsibilities

While the primary focus of this role is operational support and escalated service delivery, the

Level 3 Senior Engineer may also:

• Assist with technical implementations and upgrades.
• Support project teams with specialized technical expertise.
• Provide post-project operational transition support.
• Participate in strategic technology planning discussions., * Microsoft 365 Administration
• Azure Administration
• Entra ID
• Active Directory
• Windows Server
• PowerShell
• Virtualization Platforms
• Networking Technologies
• Firewalls and Security Solutions
• Backup & Disaster Recovery
• Endpoint Management
• Cloud Technologies
• Monitoring and RMM Platforms

Key Performance Indicators

Success in this role is measured through:

Operational Performance

• Escalation resolution effectiveness
• Mean time to resolution (MTTR)
• Reduction in recurring issues
• Incident response quality
• Service level agreement achievement

Technical Leadership

• Team mentorship effectiveness
• Knowledge sharing contributions
• Documentation quality
• Process improvement contributions
• Technical standards compliance, The Level 3 Senior Engineer exists to ensure that complex technical challenges are resolved

efficiently, client environments remain healthy and secure, and the Service Delivery team has

the expertise and leadership necessary to consistently deliver exceptional service. This

• 10+ years of progressive IT infrastructure and systems support experience.
• 3+ years’ operating in Senior escalation, engineering, or advanced support roles.
• Manufacturing experience is strongly preferred.
• MSP experience is strongly preferred.
• Demonstrated success managing complex technical escalations and client environments.

Technical Expertise, * Customer satisfaction scores

• Escalation handling effectiveness
• Communication quality
• Client confidence and trust

Core Competencies

• Advanced Troubleshooting
• Critical Thinking
• Escalation Management
• Systems Analysis
• Client Communication
• Technical Leadership
• Mentorship
• Service Excellence
• Process Improvement
• Accountability
• Collaboration
• Continuous Learning, individual is a force multiplier for the entire service organization, elevating technical capability,

improving operational maturity, and helping clients achieve confidence in their technology

environment.

Skills

Technical support, Active directory, windows, vmware, azure, powershell, automation, systems engineering

Top Skills Details

Technical support,Active directory,windows,vmware,azure,powershell,automation,systems engineering

Additional Skills & Qualifications

-Experience in Network Administration including DNS, DHCP, TCP/IP, and firewalls. This would be secondary to Systems Engineering skills.

-Relevant certifications such as Microsoft Certified Systems Administrator (MCSA) or CompTIA A+ are a plus

-MSP experience is not necessary, but always helpful. Prior manufacturing experience would be a key asset.

Competitive benefits direct by the client that includes medical, dental, vision, retirement, cell phone reimbursement.