[Hiring] L3 Service Engineer @HireLATAM

Role Description

Our Client is seeking a high-caliber, technically advanced L3 Service Engineer to serve as a senior technical authority, subject matter expert, and escalation anchor across the organization. Beyond handling complex, high-priority incident resolutions, this professional serves as a true technical leader—driving root-cause analysis for recurring outages, establishing infrastructure standards, and mentoring junior and mid-level engineers. This role is ideal for a battle-tested MSP professional who excels under high-pressure scenarios, takes pride in engineering process maturity, and thrives on elevating team-wide technical capabilities.

Key Responsibilities

• Senior Technical Escalation & Incident Management
  • Serves as the ultimate technical escalation point for L1 and L2 Service Engineers, leading the resolution of critical incidents, high-priority escalations, and complex multi-system outages.
  • Diagnoses and resolves senior-level technical issues across Microsoft 365, Active Directory, Entra ID, Intune, hybrid server environments, cloud virtualization, network firewalls, VPNs, backup/DR platforms, and security suites.
  • Leads formal Root Cause Analysis (RCA) on recurring or major client-impacting technical problems, implementing long-term corrective measures to safeguard system stability.
  • Participates in advanced infrastructure projects, major system migrations, maintenance cycles, and technical architecture improvements.
• Technical Leadership & Team Mentorship
  • Provides active mentorship, technical coaching, and knowledge sharing to L1 and L2 engineers to elevate overall service team maturity and capability.
  • Promotes technical consistency, infrastructure standardization, and adherence to established service delivery standards across all client environments.
  • Partners with Centralized Services, Service Coordinators, and executive leadership to continuously refine technical workflows, SOPs, and knowledge base architecture inside tools like IT Glue or Hudu.
• Operational Excellence & Client Service
  • Maintains proactive, high-level technical communication with executive leadership, client business owners, IT directors, and third-party vendors during major incident resolutions.
  • Drives strict compliance with Service Level Agreements (SLAs), maintaining impeccable ticket hygiene, time logging, and thorough technical documentation.
  • Maintains flexible readiness to occasionally support emergency incidents, critical maintenance windows, or high-priority escalations outside of standard business hours.

Qualifications

• Required Qualifications
  • 6+ years of IT support, systems administration, senior-level troubleshooting, and technical leadership experience; direct experience within a multi-tenant MSP environment is strongly preferred.
  • Senior-level administration, diagnostic, and architectural skills involving Microsoft 365, Entra ID, Intune, Active Directory, virtualization, advanced networking/firewalls, cybersecurity platforms, and backup/DR disaster recovery frameworks.
  • Relevant active industry certifications are required (e.g., Microsoft Certified Systems Engineer/Administrator, Advanced CompTIA Security+/Network+, Cisco/CCNA, or equivalent cloud/security credentials).
  • Extensive experience navigating PSA/ticketing systems (ConnectWise Manage, HaloPSA, Autotask), RMM tools (NinjaOne, Datto RMM, ConnectWise Automate), and documentation hubs (IT Glue, Hudu).
  • Demonstrated history of leading major incident responses calmly and effectively while mentoring junior technical staff.
  • Flawless written and verbal English communication skills, equipped to interact seamlessly with executive stakeholders and technical teams alike.
  • A quiet home office environment equipped with high-speed internet, power/internet backup plans, and reliable hardware for video collaboration and emergency escalation response.
• Preferred Qualifications
  • Experience establishing technical standards, SOP frameworks, and operational automation policies inside an MSP running on EOS.
  • Advanced cybersecurity, cloud architecture (Azure/AWS), or specialized disaster recovery expertise.

Benefits

• Competitive salary structured for senior-level engineering talent, supported by certification reimbursement programs.
• High autonomy to shape technical standards, mentor engineering teams, and directly influence operational excellence.
• Work within a highly organized, performance-driven firm that values accountability, process efficiency, and healthy personal boundaries.
• Predictable full-time hours (M-F, 8-5 PST) executed alongside a top-tier US IT leadership team.