MSP Senior Level 3 Engineer

4 days ago

Bengaluru, Karnataka, India RDE Technologies Full time

Role & responsibilities

Job Title: Senior Level 3 Engineer (Remote India)

Working Hours: 7:00 a.m. EST to 4:00 p.m. EST (which corresponds to 5:30 p.m. to 2:30 a.m. IST).

Employment Type: Full-time (remote, India-based)

Location: Anywhere in India (remote)

Role Summary:

As the Remote Senior Level 3 Engineer, you will be the escalation point for complex technical issues, lead major projects (such as migrations, server builds, network design), and mentor/guide lower-level engineers. You will work closely with US-based teams and clients, so excellent spoken and written English is essential.

Key Responsibilities:

  • Act as the escalation point (Level 3) for the MSP: troubleshoot and resolve the most complex issues beyond Levels 1/2.

  • Lead and deliver full-cycle projects including:

  • Microsoft365/Office 365 migrations and tenant setups

  • Server deployments and Hyper-V environment set-up
  • Advanced troubleshooting of servers, storage, virtualization, networking, VoIP, Azure hybrid connections
  • Network / firewall / WAN/LAN design and implementation

  • Audit and optimization of existing client environments (best practices, security hardening)

  • Monitor and manage service tickets (e.g., via a ticketing system such as ConnectWise), prioritize effectively, document resolutions, and ensure SLAs are met.

  • Communicate regularly with US-based clients in clear, professional English: provide status updates, explain technical issues, liaise with client stakeholders.
  • Work independently while also collaborating with team members, sharing knowledge, mentoring more junior engineers.
  • Contribute to continuous improvement: propose and implement process enhancements, automation, and efficiencies for the MSP environment.

Preferred candidate profile

Qualifications:

  • Proven experience working in an MSP (Managed Service Provider) environment.
  • Excellent English communication skills spoken and written. Client-facing in US time-zone.
  • Strong expertise with Office 365 (tenant creation/migration), Azure (hybrid/AD), and VoIP systems.
  • In-depth knowledge of Windows Server environments, Hyper-V virtualization, network infrastructures (routing, switching, firewalls, VPN).
  • Experience with server provisioning, configuration, backup/restore verification, account/user management.
  • Demonstrated experience designing networks, implementing security best practices, and troubleshooting complex multi-tier systems.
  • Comfortable working the US Eastern hours (evening through early morning IST) consistently.
  • Self-motivated, organized, able to manage multiple priorities in fast-paced environment.
  • Previous escalation or senior engineer role at MSP level preferred.
  • Relevant certifications are a plus (e.g., Microsoft Certified: Azure Administrator, Microsoft 365 Certified: Enterprise Administrator, CompTIA A+ / Network+ / Security+).

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