L3 Service Engineer

About Datastream IT

Datastream IT is a Managed Service Provider serving small and mid‑sized businesses with IT support, infrastructure management, cybersecurity, cloud services, and technology consulting.

We are a performance‑driven organization that runs on EOS (Entrepreneurial Operating System), which means we value clear expectations, accountability, measurable goals, documented processes, and continuous improvement. Our team knows what success looks like, how performance is measured, and how each role contributes to the company's growth.

Our core values guide how we work with clients, teammates, vendors, and partners:

• Caring: We care about our clients, teammates, and the quality of our work, and we demonstrate it through respect, responsiveness, and follow‑through.
• Can Do Attitude: We take ownership, look for solutions, and move work forward.
• Forward Thinking: We continuously improve systems, processes, and client outcomes.
• Team Player: We communicate openly, support one another, and work together to succeed.

Successful team members live these values, take pride in their work, embrace accountability, and genuinely enjoy helping others succeed.

We believe meaningful work, professional growth, fair compensation, and a healthy life outside of work can coexist. Those principles shape how we hire, lead, and grow as a team.

Datastream IT is seeking an L3 Service Engineer to serve as a senior technical resource and provide advanced technical support for client users and environments, while serving as a key escalation resource.

In this role, you will lead the resolution of complex technical issues, support critical incidents, improve client environments, contribute to technical standards, and provide guidance to Engineers across the organization. You will work closely with clients, Engineers, Service Coordinators, Centralized Services, vendors, and leadership to resolve challenging issues, improve operational effectiveness, and drive technical excellence.

This role is well suited for someone who is technically advanced, dependable, and committed to continuous learning, and who enjoys solving complex problems, mentoring others, improving systems and processes, and serving as a trusted technical leader within an MSP environment.

• Resolves complex technical issues and critical incidents efficiently while maintaining high service quality, client satisfaction, and operational stability.
• Serves as a trusted technical leader through effective escalation support, knowledge sharing, mentorship, and technical guidance.
• Contributes to continuous improvement through technical standardization, process improvement, operational excellence, and alignment with Datastream IT's Core Values.

• Provide senior-level technical support to client users and environments through phone, email, and remote support tools.
• Troubleshoot, diagnose, administer, and resolve complex technical issues involving Microsoft 365, Windows and Mac workstations, Active Directory, Entra , Intune, networking, VPNs, servers, virtualization platforms, backup solutions, security platforms, printers, business applications, and other technologies commonly supported within an MSP environment.
• Take ownership of assigned issues through resolution while maintaining clear communication, documentation, and follow‑through.
• Lead root cause analysis and resolution of recurring, complex, client‑impacting, and high‑priority technical issues by identifying root causes, implementing corrective actions, and coordinating resources as necessary.
• Participate in technical projects, maintenance activities, system improvements, and other operational initiatives.
• Serve as a senior escalation resource for L1 and L2 Service Engineers by providing advanced troubleshooting assistance, technical guidance, mentorship, and knowledge sharing.
• Escalate issues appropriately when additional resources, vendor support, or authorization are required.

• Maintain professional communication with clients, team members, vendors, and leadership while managing competing priorities and client expectations.
• M…