Tier 3 / Senior Systems Engineer - MSP Experience

Job Title: Tier 3 / Senior Systems Engineer

About the Client: A Denver-based IT support firm founded in 2002, providing comprehensive outsourced IT department services, managed IT services, cybersecurity management, strategic technology planning, and remote/mixed workforce and VPN services. The company serves businesses of all sizes across Denver and the greater metro area, delivering secure, standardized, customized, and responsive IT solutions.

Overview: We are looking for a senior engineer who can work under a team lead or alongside other senior engineers, independently own complex issues, think through unfamiliar problems, and involve others when needed.

Responsibilities:

Core Communication / Work Style

• Clear, fluent English.
• Strong listening comprehension at normal conversational speed.
• Understands US business language, phrasing, and communication style.
• Experience working directly with US or Canadian customers.
• Comfortable with direct communication, feedback, urgency, and technical disagreement.
• Communicates clearly with customers, technicians, team leads, and senior engineers.
• Asks questions when something is unclear.
• Works well as part of a technical team.
• Asks for help when needed rather than guessing or burning time.
• Takes ownership and follows work through to resolution.
• Provides updates without needing to be chased.
• Accepts technical direction and adjusts when needed.
• Reliable, responsive, and consistent.

Experience / Technical Requirements

• 5+ years of IT support or systems engineering experience.
• MSP or multi-client support experience.
• Proven experience independently owning and resolving Tier 2/Tier 3 escalations.
• Independent troubleshooting experience with:
  • Microsoft 365
  • Entra ID
  • Active Directory
  • Windows Server
  • Azure
  • Intune/endpoint management
• Troubleshooting experience with:
  • DNS / DHCP
  • VPNs
  • Firewalls
  • Routing/switching
  • Authentication/permissions
  • Network/connectivity issues
• Strong understanding of identity, MFA, endpoint security, patching, and Microsoft security controls.
• Can review an environment or configuration and identify risks, gaps, or likely problems.

Independent Technical Judgment

Experience needs to go beyond performing tasks the candidate has already been shown how to do.

The engineer should be able to:

• Take an unfamiliar issue and determine where to start.
• Establish facts before making assumptions.
• Form and test a technical hypothesis.
• Explain what they are testing and why.
• Adjust the course when the results do not support the original assumption.
• Troubleshoot beyond a checklist or runbook.
• Research and validate unfamiliar issues before making production changes.
• Determine root cause when reasonably possible.
• Know when to continue troubleshooting and when to involve a team lead, senior engineer, or vendor.

Ownership / Teamwork

• Drives escalated issues toward resolution or a clear next action.
• Documents troubleshooting, findings, changes, and resolution.
• Clearly communicates what has been tested, what was found, and what help is needed.
• Works independently without operating in a silo.
• Collaborates with team leads and senior engineers.
• Helps Tier 1/Tier 2 technicians improve rather than simply taking over.
• Takes accountability for mistakes and corrects them.
• Raises questions or concerns before they become larger problems.

Qualifications:

• 5+ years of IT support or systems engineering experience.
• MSP or multi-client support experience.
• Proven experience independently owning and resolving Tier 2/Tier 3 escalations.
• Independent troubleshooting experience with Microsoft 365, Entra ID, Active Directory, Windows Server, Azure, and Intune/endpoint management.
• Troubleshooting experience with DNS / DHCP, VPNs, Firewalls, Routing/switching, Authentication/permissions, and Network/connectivity issues.
• Strong understanding of identity, MFA, endpoint security, patching, and Microsoft security controls.
• Can review an environment or configuration and identify risks, gaps, or likely problems.
• Clear, fluent English.
• Strong listening comprehension at normal conversational speed.
• Understands US business language, phrasing, and communication style.
• Experience working directly with US or Canadian customers.

Schedule: Night Shift 
Setup: Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package
  • HMO Day 1 + FREE dependent coverage
  • Allowances
  • Attendance bonus
  • Paid time offs
• Company-provided work setup (laptop, monitor, accessories)
• Training, career growth, and global exposure
• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we'd love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!