Remote Senior Engineer (L3)

Remote Senior Engineer (L3) - The Hello Team | Career Page

Remote Senior Engineer (L3)

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Job Openings Remote Senior Engineer (L3)

About the job Remote Senior Engineer (L3)

Job Summary

We are seeking a Remote Senior IT Engineer (L3) to join our Service and Support team and take ownership of advanced technical escalations from assignment through resolution. This role requires a highly experienced engineer with at least 5 years of hands-on technical experience and strong expertise across networking, server, cloud, and infrastructure technologies. The ideal candidate is a strong communicator who can confidently guide clients through complex technical issues, work independently, think critically, and troubleshoot across multiple systems in a fast-paced MSP environment. The role supports environments involving Microsoft Server, Active Directory, Exchange, SQL, Microsoft 365, Azure/Entra, virtualization, networking, wireless, VPNs, firewalls, backups, Linux, UNIX, and related technologies. The position may occasionally require after-hours and on-call support for urgent escalations and client-impacting issues.

Key Responsibilities

L3 Technical Support

• Own escalated L3 technical tickets from assignment through complete resolution.
• Troubleshoot complex issues that L1/L2 technicians are unable to resolve.
• Diagnose and resolve issues across multiple systems, technologies, and client environments.
• Work independently while knowing when to seek additional technical expertise.

Servers & Microsoft Technologies

• Install, configure, administer, and troubleshoot Windows Server environments.
• Support Active Directory, Group Policy, DNS, DHCP, authentication, domains, users, groups, and file permissions.
• Install, configure, administer, and troubleshoot Microsoft Exchange and enterprise email environments.
• Support Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and related services.
• Support Microsoft Entra ID, Conditional Access, MFA, Intune, and cloud identity management.

Networking & Infrastructure

• Configure and troubleshoot TCP/IP, subnetting, VLANs, routing, VPNs, DNS, firewalls, and wireless networks.
• Troubleshoot Internet connectivity and determine whether issues originate from workstations, servers, networks, firewalls, ISPs, DNS, routing, VPNs, or wireless infrastructure.
• Support Fortinet and UniFi network infrastructure.
• Support routers, switches, patch panels, and network-connected devices.

Cloud, Virtualization & Datacenter

• Support Microsoft Azure and/or Amazon AWS environments.
• Support Hyper-V, VMware, Citrix, and other virtualization technologies.
• Troubleshoot virtualization hosts, storage, networking, snapshots, and virtual machine performance.
• Support SQL Server, SQL clustering, enterprise backup systems, and Veeam Backup & Replication.
• Support SAN architecture, high-availability solutions, load balancing, and Exchange clustering.

Security, Documentation & Client Service

• Support endpoint security, MFA, EDR/XDR, managed security platforms, and related security technologies.
• Read, understand, and safely execute basic PowerShell and command-line scripts.
• Maintain thorough documentation of troubleshooting steps, client communications, actions taken, root causes, and resolutions.
• Update client documentation when information is missing, outdated, or reusable.
• Communicate clearly with clients, Account Managers, team leadership, end users, IT personnel, and C-level executives.
• Provide accurate next steps, ETAs, and time estimates.
• Identify recurring issues and help reduce repeat escalations.
• Participate in ongoing technical training and after-hours/on-call support as required.
• Perform other duties related to the position as assigned.

Qualifications & Requirements

Experience & Technical Expertise

• Minimum 5 years of professional engineering or equivalent technical experience.
• Minimum 5 years of experience supporting Active Directory, Microsoft Windows, Windows Server, and Microsoft 365.
• Minimum 5 years of experience supporting network switching, VLANs, routing, firewalls, and VPNs.
• Minimum 5 years of experience supporting data backup and recovery, endpoint security, and VPN connectivity.
• Demonstrated experience troubleshooting complex, client-facing technical issues.
• Strong knowledge of Microsoft Windows, Windows Server, Active Directory, Exchange, and Microsoft 365.
• Strong networking knowledge, including TCP/IP, VLANs, routing, switching, VPNs, DNS, firewalls, and wireless technologies.
• Working knowledge of Microsoft Azure and/or Amazon AWS.
• Working knowledge of Microsoft Entra ID, Conditional Access, MFA, and cloud identity management.
• Working knowledge of SQL Server, Veeam Backup & Replication, Hyper-V, VMware, and other virtualization technologies.
• Working knowledge of enterprise wireless technologies, including SSID management, WPA2/WPA3, VLAN integration, and RADIUS authentication.
• Working knowledge of security fundamentals, including endpoint protection, MFA, EDR/XDR, SOC, managed security platforms, phishing, and threat management.
• Ability to read, understand, and safely execute basic PowerShell and command-line scripts.

Preferred Qualifications

• MSP experience and experience supporting multiple clients or multi-client environments.
• Fortinet firewall experience.
• UniFi network experience.
• Microsoft Intune experience.
• Citrix experience.
• Experience with ConnectWise Manage, IT Glue, and N-central.
• Microsoft 365, Microsoft Azure, Fortinet, VMware VCP, A+, Network+, Security+, or other relevant industry certifications.

Professional Skills

• Excellent written and verbal communication skills.
• Strong analytical, critical-thinking, troubleshooting, and problem-solving abilities.
• Ability to work independently with limited supervision.
• Ability to manage multiple technical issues in a fast-paced environment.
• Strong attention to detail and documentation skills.
• Strong customer-service orientation and ability to communicate with technical and non-technical stakeholders.
• Ability to remain professional and effective in stressful situations.
• Strong sense of ownership, accountability, and teamwork.
• Ability to quickly learn new technologies through self-study and hands-on experience.

Remote Work Requirements

• Proficient level of English, written and spoken.
• Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs.
• Reliable computer running Windows 10 or newer.
• Two monitors and stable high-speed Internet.
• Professional home workstation capable of supporting uninterrupted remote work.
• Ability to work independently and follow established processes.
• Self-motivated, dependable, coachable, and accountable.
• Interested in a long-term career opportunity.

Compensation & Benefits

• 100% remote work.
• Compensation in USD.
• Full-time position with 40 hours weekly.
• Please note that this is a long-term opportunity.
• Great work environment with potential for growth.

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