Senior MSP Systems & Network Engineer / Level 3 Technical Lead

About the Role We are launching a new, modern, AI-native MSP and are looking for our first technical hire: a true Level 3 engineer who can both solve complex client issues and help build the support operation from the ground up. This is not a legacy “wait for tickets and react” MSP role. We are building a fast-moving, highly automated, tool-driven MSP focused on efficient support, strong documentation, proactive monitoring, modern endpoint management, SaaS administration, automation, and excellent client experience. The right person has deep experience inside fast-paced MSP environments and understands what great MSP operations should look like: clean ticketing workflows, standardized onboarding, repeatable processes, automation wherever possible, strong documentation, proactive issue prevention, and clear escalation paths. You will be the technical foundation of the company. What You’ll Own You will lead technical delivery across client environments while helping design the systems, processes, and standards that allow the MSP to scale efficiently. Responsibilities include: - Handle Level 2/Level 3 escalations across Microsoft 365, Google Workspace, endpoints, networking, identity, access, SaaS tools, backups, and security basics - Build and improve support processes, ticket workflows, escalation paths, SLAs, client onboarding, and internal documentation - Help select, configure, and optimize modern MSP tools such as RMM, PSA/ticketing, documentation, password management, endpoint management, backup, monitoring, and automation platforms - Create standardized client onboarding and offboarding processes - Build repeatable checklists, SOPs, templates, and automation for common support tasks - Improve efficiency by reducing repetitive manual work through scripts, automations, AI tools, and better systems - Proactively identify risks, gaps, and recurring issues across client environments - Help define service packages, support boundaries, and technical standards - Support Microsoft 365 and/or Google Workspace administration, user management, device policies, permissions, groups, and security settings - Troubleshoot complex endpoint, SaaS, identity, access, email, networking, and cloud-related issues - Document client environments clearly and consistently - Help train future Level 1/Level 2 technicians as the company grows - Communicate clearly with both technical and non-technical clients Ideal experience includes: - 5+ years in MSP, IT services, or outsourced IT support environments - Strong Level 3 troubleshooting ability across business IT environments - Experience working in fast-moving MSPs, not just slow, legacy IT shops - Experience building or improving MSP processes, not just following them - Strong understanding of ticketing, escalation, SLAs, documentation, and support operations - Hands-on experience with modern MSP tools, RMM platforms, PSA/ticketing systems, documentation tools, password managers, endpoint tools, and automation platforms - Strong Microsoft 365 administration experience Google Workspace experience is a plus - Experience with endpoint management, patching, backup, basic security, networking, access control, and SaaS administration - Comfortable using AI and automation to improve support efficiency - Strong documentation habits - Excellent communication skills with business owners, executives, and non-technical users - Ability to operate independently without needing a large team around you - Builder mentality: you enjoy creating structure, not just working inside existing structure Important: This Is Not the Right Role If You… - Only want to work tickets and avoid process-building - Are only comfortable with legacy MSP tools and old-school support models - Need everything already built before you can be effective - Avoid documentation - Dislike automation, AI, scripting, or process improvement - Prefer reactive support over proactive client management - Cannot communicate clearly with non-technical clients Tools & Systems Experience You do not need experience with every tool, but you should be comfortable with the categories below: - RMM platforms such as Atera, NinjaOne, Syncro, SuperOps, N-able, Datto, or similar - PSA/ticketing platforms - Documentation platforms such as IT Glue, Hudu, Confluence, Notion, or similar - Microsoft 365 admin - Google Workspace admin - Endpoint management and patching - Backup and recovery tools - Password management tools - Remote access tools - Monitoring and alerting tools - Scripting or automation tools such as PowerShell, Bash, Python, Zapier, Make, n8n, or similar - AI tools used to accelerate troubleshooting, documentation, and internal operations Key Outcomes for the First 90 Days Within the first 90 days, success looks like: - Core MSP tool stack is selected, configured, and operational - Ticketing, escalation, onboarding, and documentation processes are defined - Client onboarding checklist and technical discovery process are built - Standard endpoint, user, and SaaS administration procedures are documented - Common support workflows are standardized and partially automated - Technical service standards are established - We have a clear roadmap for hiring and training future Level 1/Level 2 support Who You Are You are technical, practical, and process-minded. You know how MSPs break down when systems are messy, documentation is poor, and every client is handled differently. You also know how to fix that. You can troubleshoot complex issues, but you also think beyond the immediate ticket. You ask: “How do we prevent this from happening again?” and “How do we make this repeatable?” You are excited by the idea of being the first senior technical hire in a new MSP and helping build the operating system for the company.