Level 3 MSP Support Engineer

Beanstalk Computing is a growing Managed Services Provider (MSP) dedicated to delivering exceptional IT support, cybersecurity, cloud solutions, and strategic technology guidance to businesses across the United States. We pride ourselves on building long-term relationships with our clients by combining technical excellence with outstanding customer service. As a Level 3 MSP Support Engineer, you'll be more than just a ticket resolver. You'll serve as a trusted technical expert, working with modern Microsoft 365, Azure, networking, security, and cloud technologies while helping mentor junior engineers and solve complex challenges for a diverse client base. We value initiative, continuous learning, and people who take ownership of their work. At Beanstalk Computing, you'll join a collaborative team that respects your expertise, encourages professional growth, and provides opportunities to work on meaningful projects that directly impact our clients' success. If you're passionate about technology, enjoy solving difficult problems, and want to be part of a company that values both technical skill and customer relationships, we'd love to hear from you. What you’ll be doing Provide remote and phone-based support to Beanstalk Computing clients during US business hours (Pacific Time), serving as a senior escalation resource and technical owner for assigned customer environments. • Act as the technical SME for your assigned client environments; maintain stability, security, and a great end-user experience. • Assist and mentor junior engineers by handling escalations, pairing on troubleshooting, and improving team runbooks and documentation. • Communicate clearly with clients and end users—set expectations, provide timely updates, and translate technical findings into business impact. • Support Microsoft-based environments including Windows Server, Active Directory, Azure, Entra ID, and Microsoft 365 (Exchange, Teams, SharePoint, Intune). • Work across core MSP platforms (RMM, ticketing, backup/DR, endpoint security/EDR, email security) and follow security best practices. • Resolve complex Level 2/3 issues across a broad stack (networking, Windows, M365, identity, virtualization) with strong troubleshooting and root-cause analysis. • Collaborate with project and security resources to standardize and improve customer environments, participate in onboarding/offboarding, and reduce recurring i ---------- . • Document thoroughly in the ticketing system and knowledge base; create clear notes, diagrams, and runbooks, and use automation/AI responsibly to work efficiently. Additional responsibilities (Level 3) • Own escalations end-to-end: triage, troubleshoot, coordinate vendors/ISPs, and drive issues to resolution. • Perform root-cause analysis (RCA) for recurring i ---------- and propose corrective actions. • Lead or support client changes (patching, upgrades, migrations) using good change-control and rollback planning. • Improve service quality by identifying automation opportunities (PowerShell, Intune policies, RMM scripting) and contributing to standardization. • Support security fundamentals: MFA/Conditional Access alignment, endpoint hardening, vulnerability remediation, backup verification, and i ---------- containment. Hours: 8am -5pm Pacific Time, USA