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
