Level 3 IT Support Engineer Managed Services Provider; MSP

Our client is an established IT Solutions and Managed Services Provider (MSP) seeking an experienced Level 3 IT Support Engineer to join their team in Round Rock, TX
. This position requires a highly skilled IT professional capable of resolving complex technical issues, managing client infrastructure, and implementing reliable technology solutions.

The ideal candidate will have at least 5 years of hands-on IT experience
, with advanced expertise in Windows Server, Active Directory, networking, firewalls, Microsoft 365, and cloud technologies
. Previous MSP experience is highly preferred
, along with strong communication skills and the ability to provide senior-level technical support, lead infrastructure projects, and collaborate directly with business clients.

• Level 3 Technical Support & Escalation Management

  • Serve as a senior-level technical escalation resource for complex infrastructure, networking, server, and systems-related issues.

  • Diagnose and resolve advanced technical problems escalated from Level 1 and Level 2 support personnel.

  • Troubleshoot complex hardware, software, network connectivity, authentication, and system performance issues.

  • Perform root cause analysis for recurring technical incidents and implement long-term corrective solutions.

  • Provide advanced technical support across multiple client environments, ensuring timely and effective issue resolution.

  • Monitor critical system alerts and respond to infrastructure incidents in accordance with established service guidelines.

  • Document complex troubleshooting procedures, technical resolutions, and system changes within the company’s ticketing platform.

  • Provide technical guidance and escalation support to junior engineers and help desk technicians.

  • Support new user onboarding and complex account provisioning when required.

• Network Infrastructure & Security

  • Design, configure, deploy, maintain, and troubleshoot routers, managed switches, firewalls, and enterprise networking infrastructure
    .

  • Architect and implement Local Area Networks (LANs) and related network connectivity solutions.

  • Troubleshoot advanced network issues involving routing, switching, DNS, DHCP, VPN connectivity, and network performance.

  • Configure and manage firewall policies, network security controls, and secure remote access solutions.

  • Perform network assessments and recommend infrastructure improvements to enhance security, reliability, and performance.

  • Support network migrations, hardware replacements, and infrastructure modernization projects.

  • Maintain accurate network diagrams, configuration records, and technical documentation.

  • Collaborate with clients and internal technical teams to resolve network-related challenges.

• Windows Server, Active Directory & Microsoft Technologies

  • Deploy, configure, administer, and troubleshoot Windows Server environments
    .

  • Manage Active Directory
    , including Group Policy, user administration, security groups, permissions, and authentication services.

  • Troubleshoot complex Windows Server, domain, and workstation issues.

  • Administer and support Microsoft Exchange Server and related email services.

  • Support Microsoft 365 environments
    , including user administration, email services, identity management, and productivity applications.

  • Assist with server migrations, operating system upgrades, infrastructure improvements, and system maintenance.

  • Configure and maintain file servers, shared resources, permissions, and related infrastructure.

  • Evaluate server performance, system reliability, and configuration issues and recommend appropriate improvements.

  • Support integration between on-premises infrastructure and cloud-based Microsoft services.

• Cloud Solutions, VoIP & Infrastructure Engineering

  • Design, implement, and support cloud-based computing solutions that address client business requirements.

  • Assist with infrastructure migrations, cloud adoption initiatives, and modernization projects.

  • Configure, deploy, monitor, and troubleshoot Voice over Internet Protocol (VoIP) systems.

  • Diagnose VoIP connectivity, configuration, call quality, and performance issues.

  • Evaluate existing IT infrastructure and recommend improvements to enhance reliability, scalability, and operational efficiency.

  • Support implementation of new servers, network equipment, business applications, and related technologies.

  • Coordinate infrastructure upgrades and deployments to minimize disruption to client operations.

• MSP Operations & Proactive Systems Management

  • Provide advanced technical support across multiple…