Senior IT Engineer (L3) @ MSP

You've probably reached the point in your career where fixing the problem isn't enough anymore.
You want to know why it happened. You want to fix the underlying issue, automate the repetitive work, improve the environment, and document what you learned so nobody has to rediscover the same solution six months from now.
If that sounds familiar, keep reading.
qnectU is looking for a Senior L3 Engineer who is already operating at a true senior engineering level in an MSP environment.You'll take ownership of complex projects, backend infrastructure, advanced escalations, security incidents, automation, and the technical improvements that make an MSP run better over time.
This is not a disguised help desk position. You won't spend your day resetting passwords or trying to win a ticket-closure contest. You'll spend most of your time building, improving, troubleshooting, standardizing, automating, and solving the problems that actually require senior engineering depth.
And we'll be upfront: we're still improving too. Some environments need better standardization. Some documentation needs work. There are technical standards, processes, security controls, and automations we're actively strengthening as we grow and acquire other MSPs.
We're not looking for someone to maintain a perfectly finished operation. We're looking for someone who sees what could be better and has the experience to help get it there.
What You'll Actually Do
Your week will lean much more toward engineering and projects than traditional support.
Lead infrastructure projects, migrations, upgrades, and implementations from planning through execution, validation, documentation, and handoff.
Administer and improve Microsoft 365, Entra ID, Exchange Online, Teams, SharePoint/OneDrive, Windows Server, Active Directory, Group Policy, DNS/DHCP, networking, virtualization, and related infrastructure.
Own advanced escalations when the normal troubleshooting path has run out and the issue genuinely requires L3-level experience, access, or judgment.
Troubleshoot across multiple layers of an environment instead of stopping when the problem crosses into another technology.
Plan and execute significant production changes with appropriate testing, risk assessment, rollback planning, security considerations, and post-change validation.
Improve backup and disaster recovery, monitoring, security, documentation, and standardization across client environments.
Build PowerShell scripts, Datto RMM components, automated remediation, health checks, reporting, and repeatable technical workflows.
Use APIs, JSON, SQL queries, command-line tools, logs, and other backend technologies when the GUI isn't enough.
Identify recurring technical work that should be automated or engineered out rather than performed manually forever.
Help L1 and L2 technicians become better troubleshooters instead of simply taking every hard problem away from them.
Most of your work will happen behind the scenes.
You should still be comfortable speaking directly with clients when a project requires discovery, an important technical decision needs to be explained, or a serious incident requires senior involvement. Routine phone support and client meetings will not make up most of your day.
This Is an L3 Role
We're happy to teach you our tools and the way qnectU operates.
We're not looking to teach someone how to become an L3 engineer.
This role comes with significant technical trust. Once fully onboarded, you'll be expected to independently own complex projects, high-impact infrastructure changes, difficult escalations, security incidents, and technical decisions across multiple client environments.
At a minimum, you should have:
5+ years of hands-on technical experience working for an MSP or MSSP in a multi-client environment.
That experience should include time performing senior engineering or L3-level work where you were personally responsible for the outcome, not simply exposed to the work as part of a larger team.
Owning advanced technical escalations from investigation through resolution.
Leading infrastructure projects, migrations, upgrades, or major changes - not just completing assigned pieces of someone else's project.
Making consequential production changes and personally evaluating dependencies, risk, blast radius, backups, rollback, security, and validation.
Troubleshooting problems that cross Microsoft 365, identity, networking, servers, virtualization, security, backup, DNS, and third-party applications.
Working independently when there isn't a knowledge-base article, runbook, or obvious next step.
Determining when an issue genuinely requires another specialist or vendor instead of escalating simply because the answer isn't immediately known.
Recovering when a change or implementation doesn't go according to plan.
Performing root-cause analysis and making changes that prevent recurring problems.
Creating and troubleshooting PowerShell scripts or other production automation.
Mentoring less-experienced technicians and explaining the reasoning behind a solution, not just providing the answer.
We don't expect one person to be the world's foremost expert in every technology.
We do expect the breadth and technical judgment that comes from spending years being responsible for environments where all of those technologies interact.
Security Is Part of the Job
At this level, security means a lot more than installing an EDR agent or turning on MFA.
When a client experiences a suspected compromise, breach, or other significant security event, we need an L3 Engineer who can help determine:
What happened? What is affected? What needs to happen right now? What needs to happen next?
You should be comfortable taking technical ownership during incidents involving things like:
Compromised user or administrator accounts
Business email compromise
Malware or ransomware
Suspicious endpoint or network activity
Unauthorized access
Identity or credential compromise
Security-control failures or misconfigurations
Potential data exposure
Other incidents requiring containment, remediation, and recovery
That includes being able to:
Assess the scope and severity of an incident.
Gather and interpret logs, alerts, authentication data, endpoint telemetry, network information, and other available evidence.
Contain compromised accounts, endpoints, services, or network access.
Coordinate effectively with MDR/SOC resources, vendors, cyber-insurance resources, leadership, and outside specialists.
Preserve relevant evidence and avoid making changes that could unnecessarily interfere with an investigation.
Remediate the underlying compromise rather than simply clearing the alert.
Restore systems and services safely.
Validate that compromised credentials, persistence, unauthorized access, or other root causes have been addressed.
Document the incident, response actions, remediation, and remaining follow-up.
Participate in root-cause and post-incident reviews.
Recommend technical or operational changes that reduce the likelihood or impact of another incident.
You should also understand that incident remediation doesn't happen in a vacuum.
Our clients may operate under contractual, regulatory, compliance, cyber-insurance, or reporting requirements that affect how an incident must be handled.
We don't expect you to be an attorney, compliance officer, or forensic specialist. We do expect you to understand that those considerations exist, recognize when they matter, and know when leadership, legal counsel, compliance resources, insurance, an MDR/SOC, or another specialist needs to be involved.
Sometimes moving fast is critical. A senior engineer also understands that "fix it immediately" and "start changing everything" are not the same thing.
PowerShell & Automation Matter Here
For this role, "I know PowerShell" needs to mean more than being able to find and run a command. You should have used scripting and automation to solve actual production problems.
Reading someone else's script and understanding what it will do before running it.
Writing scripts for real administrative tasks.
Modifying and troubleshooting existing scripts.
Working with variables, logic, loops, functions, error handling, and structured output.
Testing automation against a limited scope before broad deployment.
Building safeguards so a failed script doesn't become a failed environment.
Using PowerShell for Microsoft 365, endpoint, server, identity, reporting, remediation, or bulk administration.
Working with APIs, JSON, SQL queries, command-line tools, logs, and similar backend technologies when needed.
Experience building Datto RMM components, monitors, scripts, or automated remediation is a big plus. We're not hiring a software developer. We're hiring a senior engineer who knows when scripting is the better engineering answer than doing the same thing manually fifty times.
Compensation & Location
Base Salary: $120,000-$150,000, depending on experience and demonstrated cap

Work arrangement
Yes