Senior Systems Engineer (MSP) (Level 3)
Job Description
Job Description
We are seeking a highly skilled Level 3 IT Support Engineer to serve as a senior escalation point for complex technical issues across a multi-site environment. This role requires deep expertise in infrastructure, networking, security, and systems administration, with the ability to lead incident resolution, mentor junior technicians, and support business-critical healthcare operations.
Experience supporting Dental and/or Medical practices is strongly preferred, including familiarity with EHR/PMS systems, clinical workflows, and healthcare compliance requirements.
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Key Responsibilities
Advanced Technical Support & Escalation
Act as the highest-level escalation point for complex desktop, server, network, and application issues
Troubleshoot and resolve advanced issues involving Active Directory, Azure AD, Group Policy, DNS, DHCP, and identity systems
Lead root cause analysis (RCA) and implement permanent corrective actions
Handle high-impact incidents with urgency and professionalism
Infrastructure & Systems Engineering
Design, deploy, and maintain Windows Server environments (on-prem and cloud)
Support virtualization platforms (VMware, Hyper-V, Azure)
Manage Microsoft 365 (Exchange Online, SharePoint, OneDrive, Intune, Defender)
Support backup, disaster recovery, and business continuity solutions
Networking & Security
Diagnose and resolve advanced network issues (firewalls, VPNs, VLANs, routing)
Experience with firewall platforms such as Meraki, SonicWall, Fortinet, or Palo Alto
Implement and support security controls including MFA, EDR/XDR, DNS filtering, and email security
Assist with security incidents, investigations, and remediation efforts
Healthcare Technology Support (Preferred)
Support Dental and/or Medical IT systems such as:
Dental: Dentrix, Dentrix Ascend, Eaglesoft, Open Dental, Dexis, imaging systems
Medical: EHR/EMR platforms, practice management systems, clinical applications
Understand clinical workflows and minimize disruption in patient-care environments
Ensure systems align with HIPAA and healthcare compliance requirements
Leadership & Mentorship
Mentor Level 1 and Level 2 technicians
Assist in creating documentation, SOPs, and knowledge base articles
Participate in technology planning, standardization, and lifecycle management
Collaborate with vendors and third-party partners
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Required Qualifications
5+ years of progressive IT support experience, including Level 3 or senior engineering responsibilities
Strong expertise in Windows Server, Active Directory, Microsoft 365, and networking
Proven ability to troubleshoot complex, multi-system issues independently
Excellent communication skills and customer-facing professionalism
Experience working in structured ticketing systems and following SLAs
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Preferred Qualifications
Dental and/or Medical IT experience
Healthcare compliance knowledge (HIPAA, HITECH)
Experience in multi-site or MSP environments
Certifications such as:
Microsoft (Azure, M365)
Cisco / Meraki
Security certifications (Security+, CISSP – a plus)
Experience with automation, scripting (PowerShell), or RMM tools
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What Success Looks Like in This Role
Critical issues are resolved quickly with minimal business impact
Infrastructure is stable, secure, and well-documented
Junior technicians grow through mentorship and guidance
Healthcare systems remain reliable, compliant, and optimized.
Just tell me where this is going.