MSP Systems Administrator (Level 3 / Tier 3)

MSP Systems Administrator (Level 3 / Tier 3) Job Description: Are you a goal-oriented IT professional who thrives on solving complex problems, helping people, and delivering outstanding customer experiences? Then this role might be perfect for you! This is a great opportunity to join Grid4 Communications and grow your career with us. We’re looking for a highly motivated Level 3 MSP Systems Administrator to join a great team and have a real impact on the business and our customers. The ideal candidate is a customer champion who brings a combination of deep technical expertise, strong troubleshooting instincts, great judgment, and all-star collaboration skills. You’ll be comfortable working across multiple client environments (multi-tenant), balancing a mix of escalations and project work, and measuring success by customer satisfaction, stable systems, and long-term improvements. Responsibilities: Serve as the primary escalation point for Tier 3 issues and high-impact incidents, owning resolution end-to-end Troubleshoot complex issues across Microsoft 365 / Entra ID (Azure AD), Windows endpoints, Windows Server, backups, security, and networking fundamentals Perform root-cause analysis and implement permanent fixes to reduce recurring issues and improve reliability Lead and execute project work such as: Microsoft 365 migrations (Exchange Online, Teams, SharePoint/OneDrive) Security initiatives (MFA, Conditional Access, baseline hardening, email security improvements) Endpoint management improvements (Intune preferred) including policies, app deployment, and standards Server refreshes, upgrades, and infrastructure modernization (including virtualization where applicable) Backup/DR improvements including monitoring and test restores Maintain workload through a ticket queue, documenting troubleshooting steps, test results, and resolutions clearly Communicate professionally with customers and internal teams, providing regular updates and setting expectations Create and maintain documentation such as runbooks, SOPs, diagrams, and client standards Mentor Tier 1/2 technicians through coaching, knowledge transfer, and escalation guidance Support client onboarding activities including discovery, standardization, and transition to MSP best practices Make recommendations for process, tooling, and standardization improvements that scale across multiple clients Be able to perform individually at or above expectations in a fast-paced, multi-client environment Qualifications, skills, and knowledge: 5+ years of IT experience (MSP or multi-client environment strongly preferred) Strong experience with: Microsoft 365 administration and troubleshooting Entra ID (Azure AD) identity and access management, MFA, and Conditional Access concepts Windows Server: Active Directory, Group Policy, DNS/DHCP, and general server troubleshooting Windows 10/11 support, endpoint standards, and patching best practices Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls Familiarity with MSP service delivery workflows and tools: RMM / PSA / EDR (specific platforms not required) Multi-tenant management experience is a big plus Strong analytical skills and structured troubleshooting approach Customer-first attitude with excellent communication and documentation habits Innovative approach, “get it done” mentality, and strong prioritization skills Preferred (but not required): Intune experience, Azure fundamentals, PowerShell automation VMware/Hyper-V exposure Experience in compliance-driven environments (HIPAA/SOC concepts) What we’ll bring to the table: Work-life balance Vibrant company culture and fun work environment – our values don’t sit on a shelf collecting dust, we use them in all we do Ability to make an impact – your ideas and voice are important to us and are welcomed here Employee health is one of our top priorities! We offer great health benefits – medical, dental, and vision Days allocated for rest and relaxation – including PTO, paid holidays, and additional leave options Offering you the best chance to prepare for the future – 401(k) with a generous company match Business casual dress code Here’s what a couple of team members have to say about Grid4: “I enjoy the people and the work-life balance” – Team Member “I like the open and friendly work environment, there is always an employee willing to help” – Team Member