MSP Engineer (L3)

Diligex; New York (NY); Hybrid; USD 99,000 - 121,000; Full time

Benefits offered by this job

Health insurance

15 days flex PTO

401k

Job summary

Diligex is looking for a Level 3 Engineer in New York to handle advanced technical escalations and lead incident responses. In this senior, hybrid role, you will resolve high-severity technical issues, mentor junior technicians, and contribute to critical project-level work.

The ideal candidate will have significant experience in Microsoft 365 environments, strong troubleshooting skills, and a proactive approach to improving systems and processes.

Qualifications

• Must have 5–8+ years of IT experience, preferably in an MSP environment.
• Strong hands-on experience with Microsoft 365 security stack.
• Proven ability to independently resolve high-impact issues.

Responsibilities

• Resolve complex technical issues as the final escalation point.
• Lead technical responses during major outages.
• Conduct root cause analysis on critical issues.

Skills

Microsoft 365 security stack

Active Directory

Networking fundamentals

Cisco Meraki

Virtualization

Troubleshooting

Education

5–8+ years of IT experience

Tools

Microsoft 365

Windows Server

Backup and disaster recovery tools

Job description

Join our growing team of IT Professionals.

Location:[Hybrid / On-site asrequired]
Type:Full-Time
Compensation: $110k+ depending on experience. Health insurance. 15 days flex PTO. 401k.

About Diligex

Diligex is a Managed Services Provider focused on delivering secure, reliable, and well-architected IT environments. We prioritize standards, documentation, and long-term solutions over quick fixes.

Our team operates in a structured, process-driven environment where engineers are expected to think critically, take ownership, and communicate clearly.

Role Overview

The Level 3 Engineer (L3) is the highest technical escalation point within our Service Delivery team.

This role is responsible for resolving complex technical issues, leading major incident response, and contributing to project-level work across cloud, infrastructure, and security. You’ll also play a key role in mentoring junior technicians and improving overall service delivery.

This is a senior, hands-on role for someone who can operate independently and bring strong technical leadership to the team.

What You’ll Do

Advanced Technical Escalations

• Serve as the final escalation point for L1 and L2 technicians
• Own and resolve complex or high-severity issues across infrastructure, networking, cloud, and security
• Troubleshoot advanced issues involving:
  • Active Directory and Entra ID (Azure AD)
  • Microsoft 365 (Exchange Online, SharePoint, Teams)
  • Microsoft 365 Security (Defender, Conditional Access, identity/security controls)
  • Virtualization (Hyper-V, VMware)
  • Cisco Meraki (firewalls, switching, wireless), VPNs, and routing
  • Backup, storage, and disaster recovery systems
• Lead technical response during major outages

Root Cause Analysis & Problem Management

• Perform deep-dive root cause analysis on recurring or critical issues
• Identify long-term fixes—not just immediate resolutions
• Document findings clearly and consistently
• Drive improvements to systems, standards, and tooling

Project & Technical Work

• Execute complex technical work across client projects, including:
  • Microsoft 365 migrations and security implementations
  • Identity and access security (Conditional Access, MFA, compliance controls)
  • Infrastructure and network upgrades (Meraki environments)
• Validate designs, identify risks, and ensure strong execution
• Ensure all work aligns with Diligex standards and documentation
• Provide guidance and escalation support to Level 1 and 2 technicians
• Coach on troubleshooting methodology and best practices
• Help identify skill gaps and training opportunities

Process & Standards Improvement

• Improve documentation, technical standards, and service delivery processes
• Reduce recurring issues through better design and execution
• Promote consistency across all client environments

What You Bring

• 5–8+ years of IT experience (MSP or multi-client environment strongly preferred)
• Required: Strong hands-on experience with Microsoft 365 security stack
  • Entra ID (Azure AD)
  • Conditional Access policies
  • Identity and access management best practices
• Deep expertise in Microsoft 365 and cloud environments
• Strong experience with:
  • Windows Server and Active Directory
  • Networking fundamentals and design
  • Cisco Meraki (required)
  • Virtualization platforms
  • Backup and disaster recovery
• Proven ability to troubleshoot complex, cross-platform issues
• Strong communication and documentation skills
• Ability to independently own and drive resolution of high-impact issues

Nice to Have

• Intune / Endpoint Manager
• PowerShell or automation
• Security certifications or Microsoft certifications

What Success Looks Like

• Complex issues are resolved correctly the first time
• Major incidents are handled quickly and effectively
• Recurring issues decrease due to strong root cause analysis
• L1/L2 engineers improve through your guidance
• Documentation is clear, structured, and consistent
• You proactively improve systems and processes—not just fix issues