Support Engineer L3 I Hybrid

We’re Hiring: Support Engineer L3!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Support Engineer L3 to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Schedule: Morning Shift

Job Description:

This role requires a "proactive architect" mindset—identifying systemic issues before they cause downtime.

• Deep-Level Troubleshooting: Resolve complex issues involving Windows/Linux servers, virtualization (VMware/Hyper-V), and advanced networking (VLANs, VPNs, BGP).
• Infrastructure Design & Projects: Lead the design and implementation of new client environments, including server migrations (On-prem to Azure/AWS) and network overhauls.
• Emergency Response: Act as the lead engineer for "Server Down" or "Critical Infrastructure" emergencies, ensuring rapid restoration of services.
• Security & Compliance: Audit client environments for security vulnerabilities and ensure backup/disaster recovery (BDR) solutions are 100% functional and tested.
• Documentation & Standards: Establish and maintain high-level technical documentation and SOPs for all client environments to ensure consistency across the MSP.
• Mentorship: Conduct technical training sessions and provide "over-the-shoulder" guidance to junior engineers to improve the team's overall First-Call Resolution (FCR) rate.

Qualification and requirements:

• Server/Cloud: Expert knowledge of Windows Server (2016-2022), Active Directory, Group Policy, and Microsoft 365/Azure administration.
• Virtualization: Hands-on experience with VMware ESXi or Microsoft Hyper-V in clustered environments.
• Networking: Proficiency with enterprise-grade firewalls (SonicWall, Fortinet, Cisco) and advanced switching/routing.
• Storage: Deep understanding of SAN/NAS configuration and maintenance (e.g., QNAP, Synology, Dell EMC).
• Automation: Experience with RMM tools (ConnectWise, NinjaOne) and scripting (PowerShell) to automate repetitive tasks.

• Experience: 5+ years in a technical support role, with at least 2 years specifically in an MSP environment.
• Certifications: Microsoft AZ-104 (Azure Admin), CCNA, or VCP-DCV.
• Soft Skills: Exceptional communication skills—the ability to explain complex technical issues to a medical practice manager without using jargon.
• What Success Looks Like in This Role
• Ticket Escalation Efficiency: Reducing the "loop time" of high-priority tickets.
• Client Stability: Decreasing reactive support hours by implementing proactive infrastructure improvements.
• Project Accuracy: Delivering complex migrations on time and under budget with minimal post-project "noise."

Non-negotiable skills & requirements:

• Experience: 5+ years in a technical support role, with at least 2 years specifically in an MSP environment.
• Certifications: Microsoft AZ-104 (Azure Admin), CCNA, or VCP-DCV.

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**