L2/L3 SYSTEMS ENGINEER (MSP EXPERIENCE REQUIRED)

Outsourcing Advantage is a boutique BPO provider specializing in back-office and operational support for U.S.-based businesses. We are seeking an experienced L2/L3 Systems Engineer with a strong background in Managed Services Providers (MSP) environments to join our team. The ideal candidate will have hands-on experience supporting multiple clients, troubleshooting complex infrastructure issues, and managing Microsoft-based environments. This role requires a highly technical, organized, and proactive professional who can independently diagnose issues, research solutions, and deliver exceptional support across diverse client environments. Responsibilities • Provide advanced Level 2 and Level 3 technical support for multiple client environments. • Troubleshoot and resolve complex issues involving Microsoft 365, Azure, networking, servers, endpoints, and infrastructure. • Manage and support Microsoft cloud technologies, including Entra ID (Azure AD), Exchange Online, SharePoint, and Intune. • Administer and troubleshoot Windows Server environments, including Active Directory, Domain Controllers, Group Policy, and directory synchronization. • Configure, maintain, and troubleshoot network infrastructure, including firewalls, VPNs, content filtering, and security solutions. • Support virtualization environments, including hypervisors and virtual machines. • Assist with Azure infrastructure, including Azure Virtual Machines and Azure Virtual Desktop (AVD). • Manage backup solutions, perform troubleshooting, and ensure successful recovery processes. • Document service call notes, technical resolutions, system configurations, diagrams, and internal procedures. • Create and maintain technical documentation, checklists, and knowledge base articles. • Research and implement new technologies, tools, and best practices to improve client environments. • Communicate effectively with clients, team members, vendors, and external stakeholders. • Prioritize and manage multiple tickets while meeting service-level agreements (SLAs). • Work collaboratively with other engineers and internal teams to resolve escalated issues. • Minimum 3 years of experience working in an MSP (Managed Services Provider) environment . • Proven experience supporting multiple clients and managing diverse IT environments. • Strong troubleshooting and analytical skills with the ability to resolve complex technical issues. • Ability to work independently, prioritize tasks, and perform effectively under pressure. • Strong communication skills, both written and verbal. • Highly organized, detail-oriented, and process-driven. • Experience documenting technical processes, configurations, and troubleshooting steps. • Microsoft 365 in general, and specifically Entra ID (Azure AD), Exchange Online, SharePoint, and Intune. • Experience with: • PowerShell scripting and automation • Azure Virtual Machines • Azure Virtual Desktop (AVD) • Windows Server administration • Active Directory and Group Policy • Directory synchronization tools • Hardware firewalls • VPN technologies • DPI-SSL and content filtering • Virtualization platforms • Backup technologies Candidates whose only experience is in-house IT, a single-company help desk, or an unrelated field are not a fit for this role. Prior experience in a Managed Services Provider (MSP) environment is required. Preferred Qualifications • Experience working with multiple MSP tools and platforms. • Microsoft certifications such as: • Microsoft Certified: Azure Administrator Associate • Microsoft 365 Certified: Administrator Expert • Microsoft Certified: Endpoint Administrator Associate • Experience managing enterprise Microsoft environments. • Strong understanding of cybersecurity best practices. • Experience with firewall vendors such as SonicWall, Fortinet, Meraki, Palo Alto, or similar technologies. • Experience supporting hybrid cloud environments. • Experience creating network diagrams and technical documentation. • Familiarity with IT service management processes and ticketing systems. • Experience working directly with clients in a consulting or managed services capacity. • Opportunity to work on diverse and exciting projects. • Supportive and collaborative work environment. • Weekly payments. • Weekends off.