Systems Engineer

Description
Level 3 Senior Engineer
Service Delivery Team

Reports To:

Service Delivery Manager

Location:

In-office
Position Summary
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
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. d
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…