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Zazz Logo Zazz · IT - Administration

L3 Network Engineer & Msp Support Engineer

· Job Posted January 31, 2026
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Job Description

We seek an experienced L3 Network & MSP Support Engineer to provide advanced technical support for enterprise clients. You’ll be the first-line escalation for complex tickets, troubleshoot issues across hybrid cloud environments, and mentor junior support staff. This is a dedicated shift role focused on resolving customer incidents and maintaining service excellence.

Job Responsibility

  • Own complex P1/P2 tickets escalated from L1/L2 teams
  • Troubleshoot and resolve network, cloud, identity, and security issues
  • Provide accurate technical documentation for each ticket
  • Meet and exceed SLA response/resolution times
  • Escalate appropriately when needed
  • Diagnose and resolve routing, switching, firewall, VPN, and WiFi connectivity issues
  • Troubleshoot WAN performance and site-to-site connectivity
  • Support DNS/DHCP problems
  • Resolve network-related client outages
  • Troubleshoot AWS and Azure connectivity and configuration issues
  • Support EC2/VM connectivity, security group/NSG problems, and IAM access issues
  • Resolve VPN and hybrid cloud connectivity failures
  • Resolve Exchange Online, SharePoint, and Teams service issues
  • Troubleshoot Intune enrollment and device management problems
  • Support Entra ID authentication and MFA issues
  • Troubleshoot Okta SSO and IAM problems
  • Respond to EDR/MDR alerts and security events
  • Investigate SIEM alerts and false positives
  • Support backup/disaster recovery issues and test recovery procedures
  • Troubleshoot vulnerability scanning findings
  • Monitor and maintain RMM platforms (NinjaOne)
  • Work PSA systems to document work and track time accurately
  • Create and update knowledge base articles for common issues
  • Follow ITIL/ITSM incident processes and documentation standards
  • Ensure proper ticket documentation for handoff to other shifts
  • Mentor L1/L2 engineers on complex issues
  • Share knowledge through documentation and informal coaching
  • Participate in team training on new tools/processes
  • Contribute to process improvements that reduce ticket volume

Requirements

  • Strong OSI model understanding
  • Ability to troubleshoot routing (BGP, OSPF), switching (VLAN, STP), and firewall (Cisco ASA, Palo Alto, Fortinet) issues
  • Understand WAN/VPN technologies, WiFi, DNS/DHCP
  • Familiar with network monitoring tools (PRTG, Datadog, Splunk)
  • Hands-on AWS and Azure experience troubleshooting real-world issues
  • Understand VPC/VNet, EC2/VM, security groups/NSGs, IAM basics
  • Experience with hybrid connectivity (Direct Connect, ExpressRoute)
  • Support experience with Exchange Online, SharePoint, Teams
  • Troubleshoot Intune device enrollment and policies
  • Support Entra ID authentication issues, conditional access, MFA
  • Okta or similar IAM platform experience
  • Familiarity with EDR/MDR tools (Defender for Endpoint, Huntress) and alert investigation
  • Support SIEM log review
  • Understand backup/disaster recovery concepts and tools
  • Vulnerability scanning basics
  • Proficiency with RMM platforms (ConnectWise ScreenConnect, Datto RMM, Kaseya, NinjaOne)
  • Experience with PSA systems (ConnectWise Manage, Autotask)
  • Understand ITIL/ITSM incident and documentation processes
  • Basic PowerShell for troubleshooting Active Directory, Exchange, and Intune issues
  • Bash/shell command line comfort for Linux troubleshooting
  • Basic understanding of automation concepts
  • Windows Server administration basics
  • Active Directory and Group Policy understanding
  • Linux (RHEL, Ubuntu) command-line comfort
  • Windows and Linux troubleshooting skills
  • Strong communication with clients and junior staff
  • Ability to explain technical issues clearly
  • Organized and detail-oriented
  • Comfortable working a dedicated evening shift with focus and consistency
  • Minimum 5 years technical support experience with enterprise infrastructure (networking, cloud, Microsoft 365, or security)
  • At least 2 years hands-on MSP help desk or support environment experience
  • Proven troubleshooting skills across multiple technology domains

Nice to have

  • CompTIA Security+
  • CompTIA Network+
  • AWS Cloud Practitioner
  • Azure Fundamentals
  • ITIL Foundation
  • 5+ years support experience in enterprise environments
  • 2+ years MSP ticket-handling experience
  • Experience with multiple RMM/PSA platforms
  • Experience supporting customers in regulated industries a plus
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