L3 Engineer - MSP - Projects & Support

Uptime Global is seeking a highly skilled Tier 3 Engineer to join our managed services team. This is a dynamic dual role, primarily focused on project work, while also providing the opportunity to serve as a subject matter expert for complex escalations and high-level support. Engineers play a vital role in leading infrastructure and cloud projects, auditing security, mentoring junior engineers, and helping define frameworks for zero‑trust implementations.

As a member of our technical team, you are critical to our customer success. We are a collaborative team dedicated to creating innovative solutions to solve our customers’ business challenges.

• Lead internal and client projects: migrations, replacements/upgrades, and deployments such as firewalls, network devices, corporate email, anti-spam, platform migration, virtualization, and more.
• Design and implement in cloud environments such as Azure, Intune, SharePoint, and One Drive.
• Attend project‑related client meetings (kick‑off and closure) and prepare project plans using our tools (Connect Wise PSA, ASANA, and others).

• Be the go‑to expert for our technical team, taking on complex network, hardware, and software challenges as the final escalation point and helping drive solutions at the highest level.
• Maintain clear communication to actively manage projects to their successful completion and resolve escalated cases.
• Participate in on‑call support activities per the on‑call schedule.

• Successfully complete admin training for all of our internal IT systems and tools.
• Audit client environments for security vulnerabilities and assist in infrastructure planning. Lead in tuning alert thresholds across monitoring systems such as backups, anti‑virus, critical systems, appliances, devices, and services.
• Assist:
  Help guide and train L2 engineers while actively contributing to the design and evolution of our internal training initiatives.
• Documentation:
  Document procedures, troubleshooting steps, and system configurations effectively for internal reference and training purposes.

Candidates should possess eight or more years of experience in an IT Support role within a business environment, with direct Managed Service Provider (MSP) experience preferred.

• Proficiency in Windows Server, Active Directory, Group Policy, Remote Desktop, Systems Virtualization using Hyper‑V and VMWare, and Microsoft Office Products.
• Advanced knowledge of Intune / Azure AD, SharePoint Document Libraries, One Drive, Microsoft Office 365 management, email (Exchange) administration and SPAM Solution.
• Extensive experience in network design, deployment, administration, and support of equipment and services, including but not limited to firewalls, switches, wireless access points, site‑to‑site VPNs, and VLANs.
• Comprehensive understanding of cloud security, zero‑trust frameworks, and industry best practices.
• Proven experience in project management and coordination of client‑facing technical initiatives.
• Power Shell and automation proficiency is preferred.
• Experience managing server and storage hardware, including planning, installation, configuration, maintenance, and troubleshooting to ensure optimal performance and reliability.

• Azure
• Microsoft 365
• Security+
• Windows Server
• Networking

• Connect Wise PSA (Manage)
• Connect Wise Automate
• Control (Screen Connect)
• IT Glue
• Bright Gauge
• Threat Locker