L2/L3 Systems Engineer (MSP Experience Required)

Outsourcing Advantage is a boutique BPO provider specializing in back-office and operational support for U.S.-based businesses. We are seeking an experienced L2/L3 Systems Engineer with a strong background in Managed Services Providers (MSP) environments to join our team. The ideal candidate will have hands-on experience supporting multiple clients, troubleshooting complex infrastructure issues, and managing Microsoft-based environments. This role requires a highly technical, organized, and proactive professional who can independently diagnose issues, research solutions, and deliver exceptional support across diverse client environments. Responsibilities• Provide advanced Level 2 and Level 3 technical support for multiple client environments. • Troubleshoot and resolve complex issues involving Microsoft 365, Azure, networking, servers, endpoints, and infrastructure. • Manage and support Microsoft cloud technologies, including Entra ID (Azure AD), Exchange Online, SharePoint, and Intune. • Administer and troubleshoot Windows Server environments, including Active Directory, Domain Controllers, Group Policy, and directory synchronization. • Configure, maintain, and troubleshoot network infrastructure, including firewalls, VPNs, content filtering, and security solutions. • Support virtualization environments, including hypervisors and virtual machines. • Assist with Azure infrastructure, including Azure Virtual Machines and Azure Virtual Desktop (AVD). • Manage backup solutions, perform troubleshooting, and ensure successful recovery processes. • Document service call notes, technical resolutions, system configurations, diagrams, and internal procedures. • Create and maintain technical documentation, checklists, and knowledge base articles. • Research and implement new technologies, tools, and best practices to improve client environments. • Communicate effectively with clients, team members, vendors, and external stakeholders. • Prioritize and manage multiple tickets while meeting service-level agreements (SLAs). • Work collaboratively with other engineers and internal teams to resolve escalated issues.