Level 3 Support Engineer About the Role Our client is an IT Managed Service Provider (MSP) looking to add an experienced Level 3 Support Engineer to their team. You will serve as the technical backbone of their client support operation — the person their Service Desk and Level 2 engineers turn to when an issue requires deeper expertise. You'll own the most complex technical challenges, lead project and infrastructure work, and help set the technical standard for supporting clients. This is a hands-on role for someone who enjoys troubleshooting difficult problems, working across a variety of technologies and client environments, and taking ownership from initial diagnosis through resolution. In an MSP, no two days are exactly alike. You'll work with multiple client environments, technologies, and business needs while collaborating closely with both their technical team and clients. This Hybrid role can be based out of their Fairfax, VA or Denver, CO office. What You'll Do

• Serve as the senior escalation point for complex technical issues that Level 1 and Level 2 engineers can't resolve
• Diagnose root causes of recurring or complex issues and recommend long-term solutions rather than simply resolving the immediate problem
• Design, implement, and maintain client infrastructure across Windows Server, Active Directory, Microsoft 365/Azure, virtualization (VMware/Hyper-V), and networking environments
• Lead technical delivery on client projects — migrations, upgrades, new site builds, cloud initiatives, and security implementations — from scoping through go-live
• Configure, monitor, and maintain RMM, PSA, backup/disaster recovery, and security tooling across the client base
• Troubleshoot and resolve advanced networking issues, including firewalls, VPNs, switches, routing, and wireless infrastructure
• Support cybersecurity best practices across client environments, including identity and access management, endpoint security, patching, MFA, backups, and other security controls
• Identify opportunities to improve the reliability, security, and performance of client environments before they become problems
• Partner with account managers and clients directly on technical strategy, technology roadmap conversations, and recommendations
• Mentor Level 1 and Level 2 engineers, review their work, share technical knowledge, and help strengthen the capabilities of the broader team
• Help build and improve internal documentation, technical standards, processes, and SOPs
• Participate in an after-hours on-call rotation for critical client issues
• Maintain clear, accurate documentation of client environments, changes, troubleshooting steps, and resolutions in the PSA/ticketing system
• Balance multiple client priorities while communicating clearly about status, expectations, and next steps What You Bring
• 6+ years of IT support experience, with at least 2-3 years working in a Managed Service Provider (MSP) environment strongly preferred
• Strong hands-on expertise with Windows Server, Active Directory, Group Policy, DNS/DHCP, and Microsoft 365/Azure administration
• Solid networking expertise — firewalls, VPNs, switches, routing, and wireless — with hands-on configuration experience using SonicWall, Fortinet, Cisco, Meraki, or similar technologies
• Experience with virtualization platforms such as VMware and/or Hyper-V and backup/disaster recovery solutions
• Strong troubleshooting skills and the ability to work through complex technical problems methodically and independently
• Comfortable owning projects end-to-end — including scoping, planning, execution, documentation, and client communication
• Experience working across multiple client environments and managing competing priorities
• A track record of mentoring less experienced technicians and being the person others turn to for the difficult problems
• Strong sense of ownership and accountability — you follow issues through to resolution and keep clients and teammates informed along the way
• Excellent client-facing communication skills with the ability to translate technical issues and recommendations into plain language for non-technical stakeholders
• A service-oriented mindset and an understanding that great IT support is as much about the client experience as it is about the technology Nice to Have
• Relevant certifications such as Microsoft (MS-102, AZ-104), CompTIA Network+/Security+, VMware VCP, Cisco CCNA, or similar
• Experience with common MSP tooling such as ConnectWise, Autotask, Datto, Kaseya, or NinjaOne
• Exposure to compliance and cybersecurity frameworks such as HIPAA, CMMC, and NIST
• Scripting or automation experience, particularly PowerShell, to streamline recurring tasks and improve efficiency
• Experience participating in technical assessments, infrastructure planning, or technology roadmap discussions with clients
• Experience helping establish technical standards or best practices across an IT support organization Location Northern Virginia (Fairfax area) or Colorado (Denver/Boulder area) Hybrid environment Salary range $85,000 - $105,000

Pay:

$85,000.00 - $105,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Vision insurance

Work Location:

Hybrid remote in Fairfax, VA 22030