Provides Level 3 technical support and systems administration for Microsoft environments. Manages identity, security, endpoint enrollment, patching, upgrades, backup, disaster recovery, and infrastructure migrations. Troubleshoots complex issues, performs root cause analysis, documents solutions, supports automation and DevOps adoption, and collaborates with service teams and clients. The role also helps identify service opportunities and may lead managed services projects or teams.
As a Level 3 Managed Services Engineer with a Microsoft focus, you will play a crucial role in providing advanced technical support and expertise to our clients. You will be responsible for managing and maintaining Microsoft-based systems, resolving complex technical issues, and optimizing IT infrastructure for maximum performance and reliability.
Job Duties and Responsibilities:
- Provide escalated technical support for Microsoft-based systems, including Active Directory, Exchange, Defender, Sentinel, Intune, Autopilot and other products in the Office 365 suite.
- Proactively monitor, troubleshoot, and resolve complex issues related to device enrollment, onboarding, provisioning, and application performance.
- Perform system administration tasks such as system configuration, patch management, and software upgrades.
- Design, implement, and maintain backup and disaster recovery solutions for Microsoft environments.
- Collaborate with Level 1 and Level 2 support teams to escalate and resolve technical issues in a timely manner.
- Assist L4 Consulting on project work as needed
- Conduct root cause analysis and implement corrective actions to prevent recurring problems.
- Document system configurations, procedures, and troubleshooting steps to maintain a comprehensive knowledge base.
- Participate in the adoption of DevOps processes as they relate to this department and proactively identify possibilities to streamline and automate.
- Participate in project planning and implementation of IT infrastructure upgrades and migrations.
- Stay updated on emerging Microsoft technologies and best practices to continuously improve service delivery and client satisfaction.
- Implement Conditional Access and MFA in the Azure tenant
- Experience with Device Management – Intune MDM/MAM, Autopilot, Windows Hello for Business
- Familiarity with Microsoft Security Products – Defender suite, Sentinel, Purview
- Familiarity with Identity management – Entra ID, PIM, Least Privilege, Access Reviews, etc.
- Speak with clients to identify opportunities within their organization to address pain points where our additional products and services can be leveraged.
- Exhibit leadership and organizational capabilities in a Managed Services team, client or project environment.
Requirements
- Bachelor’s degree in Computer Science, Engineering or other related field or equivalent professional technology certifications (MCSE)
- Strong hands on experience with the technologies referenced in the above sections.
- Experience working within an office environment including knowledge of office processes, procedures, and technology
- Excellent verbal and written communication skills with the ability to interact with internal and external customers.
- Strong analytical skills and attention to detail.
- Must be a self-starter with excellent time management skills
- Prior experience in a technical role in IT Consulting and/or Managed Services environment.
- Familiarity with compliance models such as CMMC, PCI, HIPAA, etc. a plus
- Prior leadership experience leading a managed services team, client or project is a plus
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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