Senior Systems Engineer (Tier 3) - MSP

• Serve as a senior escalation point for Tier 1 and Tier 2 technicians
• Troubleshoot and resolve complex workstation, server, network, and application issues
• Support Microsoft 365, Exchange Online, Entra ID/Azure environments, SharePoint, and related Microsoft technologies
• Diagnose Active Directory, Group Policy, DNS, DHCP, permissions, authentication, and domain-related issues
• Troubleshoot Windows Server and virtualization environments
• Diagnose advanced networking issues involving firewalls, switches, VLANs, VPNs, wireless networks, routing, and connectivity
• Support backup, disaster recovery, endpoint protection, and cybersecurity solutions
• Investigate recurring or difficult technical issues and identify root causes rather than relying on temporary fixes
• Work directly with vendors when troubleshooting third-party software and hardware
• Assist with escalated client issues requiring remote or on-site support
• Document troubleshooting, resolutions, configurations, and client environments accurately in our PSA
• Mentor and provide technical guidance to junior technicians
• Identify opportunities to improve internal processes, documentation, and technical standards
• Participate in projects and infrastructure work as needed
• Communicate technical issues and recommendations clearly to both technical and non-technical users

The ideal candidate has strong experience working within an MSP or similarly fast-paced IT environment and is comfortable supporting everything from Microsoft 365 and Windows environments to servers, networking, security, and line-of-business applications., Required:

• 5+ years of professional IT support or systems administration experience
• Strong troubleshooting skills across Windows desktop and server environments
• Advanced Microsoft 365 administration experience
• Experience with Active Directory, Entra ID/Azure AD, Group Policy, DNS, DHCP, and Windows Server
• Strong understanding of TCP/IP networking, VLANs, VPNs, firewalls, switches, and wireless networking
• Experience troubleshooting server, virtualization, storage, and backup environments
• Ability to independently manage complex technical issues from diagnosis through resolution
• Strong written and verbal communication skills
• Excellent documentation and time-management skills
• Ability to prioritize multiple client issues in a fast-paced environment
• Valid driver’s license and ability to travel to client locations when necessary

Preferred:

• Previous MSP experience
• Experience with Hyper-V
• Experience with SonicWall and/or UniFi environments
• Experience with Datto, Veeam, SentinelOne, Bitdefender, or similar platforms
• Experience working with PSA/ticketing and RMM platforms
• Experience supporting healthcare, dental, or other professional-service environments
• Familiarity with dental and medical applications such as Eaglesoft, Patterson, Dexis, Carestream, WinOMS, Open Dental, Romexis, or similar software
• Microsoft, CompTIA, Cisco, SonicWall, or other relevant industry certifications

Who Will Succeed in This Role

We’re looking for someone who doesn’t stop at the obvious answer. A successful Tier 3 technician can walk into an unfamiliar issue, gather the right information, methodically troubleshoot it, and take ownership through resolution.

You should be comfortable being the person the team turns to when an issue has already been through multiple troubleshooting steps. At the same time, we’re looking for someone who is collaborative, willing to share knowledge, and understands that excellent IT support requires strong communication as much as strong technical ability.

RoCo Tech Services provides managed IT, cybersecurity, cloud, networking, and technology support to businesses throughout New England. Our team supports a wide variety of client environments, which means no two days are exactly the same.

We are looking for someone who wants to be part of a hands-on technical team, take ownership of challenging problems, and help us continue improving the level of service we provide to our clients.