L2/L3 Systems Engineer (MSP Experience Required)

OSA Outsourcing Advantage; Mexico; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Weekly payments

Weekends off

Collaborative work environment

Job summary

Outsourcing Advantage is seeking an experienced L2/L3 Systems Engineer with a strong background in MSP environments to join our team. The ideal candidate will support multiple clients, troubleshoot complex infrastructure issues, and manage Microsoft-based environments.

This highly technical, organized, and proactive professional will diagnose issues independently, research solutions, and deliver exceptional support across diverse client environments, ensuring SLAs are met.

Qualifications

• Minimum 3 years of experience in an MSP environment.
• Proven experience supporting multiple clients and diverse IT environments.
• Strong troubleshooting and analytical skills to resolve complex issues.
• Ability to work independently, prioritize tasks, and perform under pressure.
• Strong written and verbal communication skills.
• Experience documenting technical processes and configurations.

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.
• Manage and support Microsoft cloud technologies including Entra ID, Exchange Online, SharePoint, and Intune.
• Administer Windows Server environments, Active Directory, Domain Controllers, and Group Policy.
• Configure and maintain network infrastructure including firewalls and VPNs.
• Support virtualization environments and Azure infrastructure components.
• Document service resolutions, configurations, and diagrams.
• Create technical documentation and knowledge base articles.
• Research new technologies to improve client environments.
• Communicate effectively with clients, team members, and vendors.
• Prioritize and manage tickets while meeting SLAs.
• Collaborate with engineers and internal teams to resolve escalations.

Skills

MSP experience

Multi-client support

Troubleshooting skills

Strong communication

Organized and proactive

Tools

PowerShell

Azure

Azure Virtual Machines

Azure Virtual Desktop

Windows Server

Active Directory

Group Policy

Intune

Entra ID

Exchange Online

SharePoint

VPN technologies

Firewalls

DPI-SSL

Job description

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

Requirements

• 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

Benefits

• Opportunity to work on diverse and exciting projects
• Supportive and collaborative work environment
• Weekly payments
• Weekends off