Senior IT Services Engineer; L2​/L3​/Managed IT Security Services​/Hybrid

$68000 - $75000

We are a managed IT and security services provider (MSP/MSSP) seeking a strong L2/L3 IT Services Engineer to support our managed services and security operations team. You will work directly across multiple client environments , owning escalations, maintenance, and client relationships while partnering with our help desk and NOC. This is a hands‑on, client‑facing engineering role for someone who is broad across the stack but has genuine depth in a few areas.

• Serve as primary engineer for a set of assigned clients — build and maintain those relationships and act as their main technical point of contact.
• Triage and resolve L2/L3 support requests across phone, email, and ticketing; manage queues to meet/exceed SLAs.
• Handle NOC‑related tickets and alert response: server‑down notifications, performance issues, event log alerts, failed backups, EDR alerts, vendor and renewal items.
• Perform monthly client maintenance: backup verification, firmware/patch status, network performance, documentation.
• Troubleshoot end to end: user administration, workstations, servers, networking, virtualization, printers, mobile/handheld devices, storage, and wireless.
• Stage, deploy, and decommission systems and virtual hosts (including secure data wipes).
• System and network administration: virtualization hosts, switches, firewalls, storage, and supporting client and internal infrastructure.
• Maintain accurate client documentation in IT documentation platforms.
• Participate in an on‑call rotation (one‑week rotation monitoring after‑hours alerts).
• Support security and compliance tasks and awareness (e.g., SOC 2, HIPAA).

• ~2+ years in an MSP / MSSP environment supporting multiple client organizations. This is a hard requirement — candidates from internal‑IT‑only backgrounds are not a fit for this role. Ideal candidates are currently at an MSP, or no more than a couple of years removed from MSP work.
• L2/L3‑caliber troubleshooting across Windows environments; self‑sufficient on escalations.
• Virtualization depth — VMware and/or Hyper‑V.
• Entra  / Intune administration.
• Solid, self‑sufficient networking — DNS, DHCP, TCP/IP, VPN, firewalls, routing fundamentals. (Expert‑level networking is not required.)
• Active Directory and Microsoft 365 administration;
  Windows Server; remote access/VPN; backups; network printing.
• Genuine "jack of all trades" breadth with real depth (mastery) in 1–3 areas.
• Strong customer‑service orientation and clear written/verbal communication.

• Linux familiarity (administration of Linux‑based systems).
• Security/compliance exposure (SOC 2, HIPAA).
• Cloud platform experience (Azure, AWS).
• Relevant certifications (Network+, Security+, Microsoft/Azure, VMware, etc.).

• Base $68K–$75K DOE.
• Monthly utilization‑based bonus (typical ~$8K/year, with upside for exceeding utilization targets).
• Medical, dental, vision, and life insurance.
• PTO + 10 paid holidays.
• 401(k).
• Continuing education and certification support.

• Hybrid: remote‑friendly, with a couple of days per week in‑office for equipment staging and installation prep — candidates should be local to the [metro area / city].
• On‑call rotation; occasional travel to client sites for implementations.
• Must be able to lift and transport equipment; may sit for prolonged periods.
• May occasionally work outside regular business hours for critical issues or maintenance windows.