Remote
United States
Full-Time / Permanent
8:00 AM - 5:00 PM (Mountain Time)
JOB DETAILS
JOB DETAILS
Job description
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 can take ownership of complex projects, backend infrastructure, automation, advanced escalations, 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 automations, technical standards, and processes we’re actively strengthening as we grow.
We’re not looking for someone to maintain a perfectly finished operation.
We’re looking for someone who sees what could be better and knows how to help get it there.
What You'll Actually Do
Your week will lean much more toward engineering and projects than traditional support. You’ll:
Lead infrastructure projects, migrations, upgrades, and implementations from planning through validation 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.
Handle advanced escalations that genuinely require L3 troubleshooting, access, or judgment.
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 instead of performed manually forever.
Plan and execute production changes with the appropriate testing, risk assessment, rollback planning, security considerations, and validation.
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 talking directly with clients when a project requires discovery, a technical decision needs to be explained, or a serious incident requires senior involvement. But routine phone support and client meetings will not make up most of your day.
Lead Technically. Not Managerially.
This role has no direct reports. You won’t be doing performance reviews, managing schedules, or running a department. But you will be one of the people the technical team looks to when things get complicated.
When someone escalates a problem to you, sometimes the right answer is to take it over. Other times, the better answer is to help that technician understand what they missed and how to solve it next time.
You’ll help raise the standard for troubleshooting, documentation, change planning, security, and technical decision-making.
The goal isn’t for the team to need you more. The goal is for the team to become better because you’re here.
What You Need to Bring
We’re looking for someone with strong technical fundamentals and enough experience to work independently across complicated client environments.
You should be comfortable with:
Microsoft 365, Entra ID, Intune, and Azure
Exchange Online, Teams, SharePoint, and OneDrive
Windows Server and Active Directory
Group Policy, DNS, and DHCP
Firewalls, VLANs, VPNs, routing, switching, and network troubleshooting
Virtualization and server infrastructure
Backup, disaster recovery, restores, and recovery validation
Endpoint protection, EDR/MDR, MFA, Conditional Access, least privilege, and core security practices
RMM and PSA platforms
Advanced troubleshooting across multiple layers of an environment
At least 5 years of experience in an MSP, MSSP, or a similar environment is required.
Managing one internal network and supporting dozens of different client environments are very different jobs. We need someone who understands why standards, repeatability, documentation, and automation matter.
PowerShell & Automation Matter Here
For this role, “I know PowerShell” needs to mean more than being able to paste in a command.
You should be able to read an existing script, understand what it is doing, modify and troubleshoot it, and build automation for real administrative problems.
That might mean:
Bulk administration
Automated remediation
Software deployment
Microsoft 365 administration
Data gathering and reporting
Health checks
Configuration validation
Datto RMM components and scripts
Repeatable project tasks
And because automation can break things faster than a human ever could, we care just as much about how you test and deploy it as whether you can write it.
You Don't Have to Know Every Tool We Use
Even the most experienced Engineer hasn’t used every tool we have in our stack.
That’s okay.
If you understand the underlying technologies, have strong MSP fundamentals, and can learn unfamiliar platforms quickly, we’d rather have that than someone who simply checks every vendor box.
The Kind of Experience That Gets Our Attention
Certifications can tell us you know the material. Real-world experience tells us what you can actually do with it.
We’re interested in the engineer who digs into a problem, takes ownership of it, tests ideas, builds a lab or sandbox, and keeps working until they understand the root cause — even if that means spending some late-night personal time tinkering because they genuinely want to know whether their solution will work.
That person may have 20 certifications. They may have three. They may have none. And that’s okay.
The tech world loves credentials, and there’s nothing wrong with having them. But we care more about whether you can troubleshoot, think critically, learn on your own, make good technical decisions, and actually solve problems.
Bring your certs. Bring your weird home-lab projects. Bring both. We’re good with any of the above.
How You Work Matters
Being technically strong is important.
So is knowing how to use that knowledge responsibly.
We’re looking for someone with:
Ownership — You take important work through to a real conclusion.
Technical judgment — You think about dependencies, blast radius, backups, security, rollback, and validation before making consequential changes.
Structured troubleshooting — You gather evidence instead of randomly changing things until the problem disappears.
Autonomy — You can move complex work forward without constant direction.
Accountability — When something goes wrong, you communicate it.
Humility — You’re comfortable saying, “I don’t know yet,” and then figuring it out.
A drive to improve things — Repetitive work, technical debt, weak monitoring, poor documentation, and inconsistent configurations bother you enough that you want to fix them.
What This Role Is Not
Still reading? Great!
This is not a routine help desk role.
It is not a traditional internal sysadmin position where you maintain one environment.
It is not a people-management job.
It is not a dumping ground for every ticket someone finds difficult.
And being senior does not mean making high-risk production changes first and explaining them later.
Once you’re fully onboarded and have demonstrated sound technical judgment, you’ll have significant authority to make changes within the environments you support.
That comes with trust, and we expect you to treat it that way.
What About After Hours?
This is not a traditional on-call help desk position. You won’t normally spend evenings monitoring a queue or responding to routine support requests.
There will occasionally be scheduled project work outside normal hours, and there may be genuine emergencies where the responding team needs L3 expertise or access. When that happens, you may be asked to help.
That should be the exception, not your normal week.
Compensation & Location
Base Salary: $120,000-$150,000, depending on experience and demonstrated capability.
This is a full-time U.S.-based position and can be performed remotely from anywhere in the United States.
If you’re local to the Salt Lake City area, you will work in our Sandy office and be part of the team!
What You Can Expect From qnectU
We’re working toward a more standardized, documented, secure, automated, and scalable technical operation. That work isn’t finished.
And frankly, as we continue to grow and acquire other MSPs, the scaling and standardizing will never be finished. That’s part of the excitement.
You’ll work across a wide variety of client environments, infrastructure projects, security challenges, and automation opportunities. And you’ll have room to grow technically without being forced into people management just because you’re good at engineering.
We’re looking for someone who likes solving hard problems. But even more importantly, someone who likes making sure fewer hard problems need to be solved twice.
Ready to Join Our Team?
If you're a passionate and experienced Senior L3 Engineer and are eager to join a fast-growing company, we want to hear from you! Click the APPLY button to fill out and submit your application.
Equal Opportunity Employer
qnectU is an equal opportunity employer. We welcome and encourage applicants from all backgrounds.
Job description
About qnectU:
qnectU is a managed IT services provider focused on delivering reliable, forward-thinking technology solutions to businesses across a variety of industries. We pride ourselves on providing exceptional service, building strong client relationships, and maintaining a team-oriented culture where collaboration and continuous learning are encouraged.
Our mission is simple: empower our clients through technology—and empower our team to do their best work.
Position Overview:
We are seeking a skilled and customer-focused MSP Support Technician II (Tier 2) to join our team. This role is responsible for resolving escalated technical issues, supporting a wide range of client environments, and delivering an excellent support experience.
This is primarily an in-office role with a strong emphasis on remote support. However, occasional on-site visits to client locations are required to address issues that cannot be resolved remotely.
The ideal candidate is a strong problem-solver, an effective communicator, and someone who thrives in a fast-paced, service-oriented environment.
Key Responsibilities:
Provide advanced technical support for hardware, software, and network-related issues
Diagnose and resolve escalated (Tier 2) support requests in a timely and efficient manner
Deliver remote support using industry-standard tools, minimizing client downtime
Perform on-site support at client locations as needed (e.g., hardware resets, troubleshooting, deployments)
Clearly communicate technical issues and solutions to both technical and non-technical users
Document all work thoroughly in the ticketing system, including troubleshooting steps and resolutions
Contribute to internal knowledge base documentation and process improvement
Collaborate with team members to resolve complex issues and share knowledge
Escalate issues appropriately when required and follow established escalation procedures
Assist with small projects, deployments, and client onboarding activities as needed
Stay current with emerging technologies, tools, and best practices
Qualifications & Experience:
Minimum 2+ years of experience in a technical support role at an MSP
Strong troubleshooting skills across endpoints, networks, and common business applications
Experience supporting:
Windows and macOS environments
Microsoft 365 (Exchange, Teams, SharePoint, etc.)
Active Directory and basic server administration
Foundational understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls)
Experience with RMMs (Datto, VSA, Ninja, etc) and PSAs (ConnectWise, BMS, Autotask, etc)
Skills & Attributes:
Excellent communication and customer service skills
Ability to explain technical concepts clearly to non-technical users
Strong analytical and problem-solving abilities
Highly organized with attention to detail and documentation
Ability to prioritize and manage multiple tasks in a fast-paced environment
Team-oriented mindset with a willingness to mentor and support others
Additional Requirements:
A+ and Network+ Certifications
Valid driver’s license and clean driving record
Ability to travel locally to client sites several times per week as needed
Ability to pass a background check
Why qnectU?
Collaborative and supportive team environment
Exposure to a wide range of technologies and client environments
Opportunities for professional growth and skill development
A company culture that values both technical excellence and people
Compensation / Benefits
Pay: $25-30/hr depending on skill level and expertise
Medical/Dental Insurance
Holiday Pay & PTO
Equal Opportunity Employer
qnectU is an equal opportunity employer. We welcome and encourage applicants from all backgrounds.
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