IT Support Engineer (Level 3) – MSP

gobravvo; United States; Vor Ort; USD 70.000 - 110.000; Vollzeit

Zusammenfassung

gobravvo is seeking an IT Support Engineer (Level 3) for an MSP environment in Ellicott City, MD. The role focuses on advanced IT support, server and AD/Exchange administration, and security infrastructure for diverse client environments.

The candidate will handle escalated issues, coordinate with internal teams, and participate in pre/post-sales activities. Strong interpersonal skills and independence are essential in a fast-paced MSP setting.

Qualifikationen

• Minimum of 5 years hands-on experience supporting networking equipment, Windows servers, workstations, Exchange, and Active Directory.
• At least 3 years in a client-facing technical support role.
• Experience in an MSP environment is strongly preferred.
• Familiarity with RMM/ PSA tools and related ticketing systems is a plus.

Aufgaben

• Provide advanced IT support for complex client environments, resolving escalated issues.
• Support networking, servers, and security infrastructure across client environments.
• Deploy, maintain, and troubleshoot Windows Server, Active Directory, and Exchange.
• Configure VoIP and communication platforms; monitor alerts and respond per procedures.
• Onboard new users and participate in pre/post-sales technical activities.

Kenntnisse

Networking equipment

Windows servers

Active Directory

Exchange

Workstations

Client-facing support

Troubleshooting

Tools

Kaseya

ConnectWise

Autotask

Jobbeschreibung

The IT Support Engineer (Level 3) – MSP position is a critical role within a leading IT Solutions and Managed Services Provider in Ellicott City, MD. This role is designed for an experienced and knowledgeable technical professional who excels in providing advanced IT support for complex client environments. As an IT Support Engineer (Level 3), you will leverage your deep technical expertise to resolve escalated issues, support networking and infrastructure, administer systems, and ensure clients receive exceptional customer service. Working in a full-time capacity, this position offers the chance to make a significant impact on business technology operations, contributing to the efficiency and security of client systems.

In this role, you will be tasked with handling high-priority support cases, partnering with internal teams and clients to address challenging IT problems, and implementing solutions that align with business needs. Your experience in a Managed Services Provider (MSP) environment will be invaluable as you support advanced technology implementations, manage systems administration, and maintain robust network and security infrastructure. The IT Support Engineer (Level 3) – MSP position requires a professional who is comfortable working independently or as part of a collaborative team, demonstrating both technical prowess and strong interpersonal skills.

Ellicott City, MD, offers a vibrant professional setting for technology experts, with a business community that values innovation and growth. Joining this team as an IT Support Engineer (Level 3) – MSP provides an excellent opportunity to develop your skills, participate in challenging projects, and advance your career in the dynamic field of IT solutions and managed services.

If you are passionate about technology, enjoy solving complex problems, and are dedicated to delivering superior client experiences.

IT Support Engineer (Level 3) – MSP Summary

• Provide advanced technical support and troubleshooting for complex IT environments.
• Work closely with internal teams and clients to resolve escalated service requests efficiently.
• Support the implementation, configuration, and maintenance of network and security infrastructure.
• Deploy, maintain, and troubleshoot Windows Server environments, Active Directory, and Microsoft Exchange systems.
• Assist with VoIP and communication platform configuration and support.
• Monitor systems and respond to alerts in accordance with operational procedures.
• Perform onboarding and setup tasks for new users.
• Engage in pre- and post-sales technical activities as needed.

Duties & Responsibilities

• Troubleshoot and resolve escalated technical issues across networking, servers, and end-user systems for clients.
• Support network infrastructure, including the configuration and maintenance of routers, switches, managed switches, and firewalls.
• Implement and monitor network security solutions to ensure the safety and integrity of client data.
• Participate in the design, deployment, and maintenance of Local Area Networks (LANs).
• Deploy, maintain, and troubleshoot Windows Server environments, including Active Directory and Microsoft Exchange.
• Support server infrastructure, file servers, and cloud-based systems.
• Configure and support VoIP systems and resolve communication platform-related issues.
• Monitor and respond to system alerts, ensuring swift resolution of incidents.
• Troubleshoot network and infrastructure issues, ensuring minimal downtime for client environments.
• Complete onboarding and setup tasks for new users as part of ongoing support services.
• Assist with pre- and post-sales activities, including technical assessments and site visits.

Salary & Benefits

• Competitive compensation package based on experience and qualifications.
• Comprehensive benefits typically offered by leading MSPs (details provided during interview process).
• Opportunities for professional development and ongoing training in latest technologies.
• Potential for career advancement within a growing IT solutions provider.

Qualifications & Requirements

• Minimum of 5 years of hands-on experience supporting networking equipment, Windows servers, workstations, Exchange, and Active Directory.
• At least 3 years of experience in a client-facing technical support role.
• Strongly preferred: Previous experience working in a Managed Services Provider (MSP) environment.
• Exceptional troubleshooting skills across multiple IT domains.
• Experience with RMM tools such as Kaseya or ConnectWise is preferred.
• Familiarity with PSA/ticketing systems (e.g., Autotask, ConnectWise) is a plus.
• Excellent written and verbal communication skills, with the ability to interact effectively with business clients.
• Strong organizational and time-management abilities.
• Ability to solve complex technical issues efficiently.
• Self-motivated, reliable, and able to work both independently and collaboratively.

Ideal Candidate Snapshot

• Demonstrates a strong technical background in IT support for business environments, particularly within an MSP.
• Passionate about resolving complex issues and improving client IT systems.
• Has a proactive approach to problem solving and continuous improvement.
• Communicates clearly and professionally with internal teams and external clients.
• Thrives in a fast-paced, client-focused work environment.
• Committed to ongoing personal and professional development in the IT field.

Other Relevant Information

• Location: Ellicott City, MD – a vibrant area known for its supportive business community and access to technology resources.
• Employment Type: Full-time position within a respected MSP serving diverse business clients.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or protected veteran status and will not be discriminated against on the basis of disability.