The Level 4 / Tier 3 Systems Engineer is the senior-most technical resource within the Service Delivery organization and serves as the final escalation point for complex infrastructure, cloud, networking, and cybersecurity issues across multiple client environments.

This role is responsible for resolving advanced technical challenges, leading infrastructure and cloud projects, mentoring engineering staff, driving technical standards, and helping clients leverage technology to achieve business objectives. The ideal candidate combines deep technical expertise with exceptional troubleshooting skills, strong communication, and a passion for continuous learning.

This is not a ticket-only role. The L4 Engineer is expected to own issues from identification through resolution, proactively improve client environments, and serve as a trusted technical advisor to both clients and internal teams.

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Key Responsibilities

Advanced Escalation & Technical Leadership

• Serve as the final escalation point for Tier 1, Tier 2, and Tier 3 support issues.
• Own complex technical incidents through full resolution.
• Perform root cause analysis on recurring or high-impact issues and implement long-term corrective actions.
• Lead troubleshooting efforts involving infrastructure, networking, cloud, virtualization, security, and application delivery.
• Assist with major incident response and coordinate technical resources during critical outages.
• Act as the final qualifier for escalations and ticket transitions between teams.

Infrastructure & Cloud Engineering

• Support and maintain Windows Server, virtualization, cloud, and hybrid environments.
• Design, deploy, and troubleshoot Microsoft Azure and Microsoft 365 solutions.
• Administer Active Directory, Entra ID, Exchange Online, SharePoint, Teams, Intune, and endpoint management platforms.
• Support backup, disaster recovery, business continuity, and high-availability solutions.
• Participate in infrastructure modernization and cloud migration initiatives.

Networking & Security

• Design, implement, and support secure network environments.
• Administer firewalls, VPNs, wireless networks, VLANs, switching, routing, and network security controls.
• Lead remediation efforts for security incidents, vulnerabilities, and compliance findings.
• Support endpoint protection, identity security, and threat detection platforms.
• Ensure adherence to security best practices and operational standards.

Project Delivery

• Lead and support infrastructure, cloud, networking, and security projects.
• Assist with project scoping, technical design, implementation planning, and documentation.
• Validate project deliverables and ensure successful handoff to support teams.
• Collaborate with account management and leadership teams on strategic client initiatives.

Documentation & Mentorship

• Create and maintain technical documentation, SOPs, runbooks, and knowledge base articles.
• Mentor junior engineers through coaching, knowledge transfer, and technical leadership.
• Promote standardization and operational maturity across client environments.
• Contribute to process improvement initiatives and engineering best practices.

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Technical Requirements

Infrastructure & Virtualization

• Windows Server (Active Directory, DNS, DHCP, Group Policy, Client, IIS)
• VMware vSphere / ESXi
• Microsoft Hyper-V
• Azure and hybrid cloud environments
• Backup and disaster recovery platforms (Veeam, Datto, Cove, or equivalent)

Networking

• TCP/IP, DNS, DHCP
• VLANs, trunking, routing, and switching
• VPN technologies (site-to-site and remote access)
• Wireless networking
• Firewall administration:
  • Fortinet
  • SonicWall
  • Meraki
  • Palo Alto
  • Cisco

Microsoft Cloud & Endpoint Management

• Microsoft 365 Administration
• Exchange Online
• SharePoint Online
• Teams
• OneDrive
• Entra ID (Azure AD)
• Conditional Access
• MFA and Identity Protection
• Microsoft Intune
• Endpoint compliance and application management

Security

• EDR/XDR platforms
• Vulnerability management
• Security incident response
• Patch management
• Security best practices and compliance awareness

Automation & Tools

• PowerShell scripting
• RMM administration
• PSA platforms
• Automation and workflow improvement tools

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Preferred Qualifications

• 7+ years of infrastructure engineering experience
• MSP experience strongly preferred
• Experience supporting multi-client environments
• Microsoft, VMware, Cisco, or security certifications
• Experience with cloud migrations and modernization initiatives
• Familiarity with compliance frameworks and cybersecurity best practices

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Performance Expectations

• Maintain SLA compliance of 95% or greater.
• Resolve critical incidents efficiently and effectively.
• Reduce repeat incidents through root cause analysis and permanent remediation.
• Deliver projects on time and within scope.
• Maintain consistently positive client satisfaction scores.
• Document advanced technical resolutions within 48 hours.
• Contribute to the growth and development of junior engineers.

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What We're Looking For

• Advanced troubleshooting and analytical skills
• Strong ownership mentality and accountability
• Ability to work independently with minimal supervision
• Excellent written and verbal communication skills
• Professional client-facing presence
• Calm and decisive during high-pressure situations
• Natural mentor and technical leader
• Highly organized with strong documentation habits
• Passion for technology, continuous learning, and innovation
• Ability to balance reactive support, strategic initiatives, and project work effectively