Senior MSP Service Engineer - Remote & Escalation Lead

Datastream IT; Los Angeles (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid time off

Certification reimbursement

Job summary

Datastream IT, a Los Angeles-based MSP, is hiring an L2 Service Engineer to deliver advanced technical support for client environments and act as a key escalation resource for the Help Desk. The role emphasizes mentoring junior engineers, driving service quality, and contributing to continuous improvement across the service team.

Responsibilities include troubleshooting complex issues across Microsoft 365, AD, Entra ID, Intune, networking, VPNs, servers, and virtualization, while maintaining

Qualifications

• 4+ years of IT support, systems administration, and troubleshooting experience.
• Experience within an MSP supporting multiple client environments preferred.
• Experience handling escalated technical issues and mentoring junior engineers preferred.

Responsibilities

• Provide intermediate technical support to client users and environments via phone, email, and remote tools.
• Troubleshoot and resolve issues involving Microsoft 365, Windows/Mac workstations, AD, Entra ID, Intune, networking, VPNs, servers, virtualization, printers, and business apps.
• Own assigned issues through resolution or proper escalation with clear communication and documentation.
• Participate in projects, maintenance, and system improvements; support knowledge sharing.
• Serve as escalation resource for L1 Engineers with troubleshooting guidance and issue resolution.

Skills

MS 365

Active Directory

Entra ID

Intune

Networking

VPNs

Servers

Virtualization

Cybersecurity basics

Documentation

Tools

ConnectWise Manage

HaloPSA

Autotask

NinjaOne

Datto RMM

ConnectWise Automate

IT Glue

Hudu

Job description

Datastream IT, a Los Angeles-based MSP, is hiring an L2 Service Engineer to deliver advanced technical support for client environments and act as a key escalation resource for the Help Desk. The role emphasizes mentoring junior engineers, driving service quality, and contributing to continuous improvement across the service team.

Responsibilities include troubleshooting complex issues across Microsoft 365, AD, Entra ID, Intune, networking, VPNs, servers, and virtualization, while maintaining