Systems Engineer

Level 3 Senior Engineer

Service Delivery Team

Reports To:

Service Delivery Manager

Location:

In-office

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.

• 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.

• 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.

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

• 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.

• 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.

• 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.

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 post-project operational transition support.
• Participate in strategic technology planning discussions.

• 10+ years of progressive IT infrastructure and systems support experience.
• 3+ years’ operating in Senior escalation, engineering, or advanced support roles.
• Manufacturing experience is strongly preferred.
• MSP experience is strongly preferred.
• Demonstrated success managing complex technical escalations and client environments.

• Microsoft 365 Administration
• Azure Administration
• Entra
• Active Directory
• Windows Server
• Power Shell
• Virtualization Platforms
• Networking Technologies
• Firewalls and Security Solutions
• Backup & Disaster Recovery
• Endpoint Management
• Cloud Technologies
• Monitoring and RMM Platforms