Tier 3 MSP Engineer

Tier 3 MSP Engineer – Job Description

Key Responsibilities

Tier 3 Escalation & Support

• Serve as the escalation point for Tier 3 support tickets, troubleshooting and resolving complex infrastructure, networking, and security issues.
• Work with Tier 1 and Tier 2 engineers to provide guidance, training, and mentorship.
• Ensure proactive problem resolution, identifying potential issues before they impact clients.

Infrastructure & Cloud Deployments

• Lead Microsoft Server migrations, including Windows Server upgrades, domain controller migrations, and server decommissioning.
• Deploy and maintain Microsoft Hyper-V Failover Clusters, VMware Clustering, and Azure/AWS cloud environments.
• Configure Windows Server features (DHCP Failover, NPS, GPO) with best practices for security and performance.

Network Security & Architecture

• Configure, manage, and troubleshoot FortiGate, Palo Alto, Cisco, Meraki, and Ubiquiti networking hardware.
• Design and implement secure network architectures for clients, ensuring best practices for network segmentation, access control, and intrusion prevention.

Storage & Virtualization Technologies

• Configure, manage, and troubleshoot SAN (Storage Area Network) and NAS (Network Attached Storage) solutions.
• Work with iSCSI, Fibre Channel, software-defined storage, vSAN, and Storage Spaces Direct (S2D).
• Implement and manage enterprise backup and disaster recovery solutions.

Project Management & RMM Administration

• Scope, architect, and deploy IT infrastructure projects for clients, ensuring alignment with business goals.
• Work with clients to understand their needs, provide tailored solutions, and manage project execution.
• Configure, manage, and optimize Datto RMM and other remote monitoring tools.
• Develop and refine scripts, policies, and alerts to enhance system reliability and security.

Account Management & Client Communication

• Act as a trusted IT advisor, proactively identifying technology improvements that enhance security, productivity, and business continuity for clients.
• Clearly communicate the ROI of IT investments, ensuring clients understand the business impact of technology decisions.
• Assist in business reviews, technology roadmaps, and strategic planning discussions.
• Translate complex IT concepts into actionable business insights for clients.

Leadership & Growth

• Lead project teams, mentor junior engineers, and help drive continuous learning within the team.
• Participate in high-level IT strategy discussions with leadership.
• Identify opportunities for process improvement and service enhancements.

Qualifications & Skills

• Strong knowledge of network security principles and best practices.
• Hands-on experience with FortiGate, Palo Alto, Cisco, Meraki, and Ubiquiti networking hardware.
• Deep understanding of Microsoft Windows Server migrations, decommissioning, and domain controller upgrades.
• Proficiency with Active Directory (AD), DHCP Failover, Network Policy Server (NPS), and Group Policy (GPO) best practices.
• Experience designing and implementing network and server architectures.
• Hands-on experience with Azure and AWS cloud services.
• Strong knowledge of SAN and NAS storage solutions, including iSCSI, Fibre Channel, software-defined storage, vSAN, and Storage Spaces Direct (S2D).
• Previous experience working for a Managed Service Provider (MSP) is strongly recommended.
• Understanding of MSP workflows, best practices, and ticketing systems.
• Hands-on experience with Datto RMM or other RMM platforms.
• Ability to scope and architect projects, including timelines, deliverables, and budgets.
• Strong documentation skills for both internal and client-facing materials.
• Ability to translate technical solutions into clear, business-oriented discussions.
• Experience in account management and client relationship building.
• Strong verbal and written communication skills, with the ability to present IT solutions in a way that is meaningful to business decision-makers.
• Ability to work closely with clients to strategize technology investments that align with their growth and security needs.
• Strong troubleshooting and problem-solving mindset.
• Ability to work independently and within a team.
• Ability to manage multiple tasks and projects efficiently.