Job Description

Role Summary

The

Senior Remote Support Engineer (L3)

is the

final escalation point

,

technical problem solver

, and

automation driver

across all client environments.

Success in this role means:

Infrastructure decisions are

consistent, secure, and scalable

The team resolves issues

faster with fewer escalations

Repetitive tasks are

automated or standardized

This role exists to reduce dependency on ownership for advanced technical issues and to raise the overall technical maturity of the service desk.

Core Responsibilities

Tier 3 Escalation & Technical Ownership

Act as the

final escalation point

for complex technical incidents Troubleshoot deep issues across: Windows Server, Active Directory, DNS, GPO Microsoft 365 (Exchange, Intune, Entra ID, SharePoint) Networking (firewalls, VPNs, VLANs, Wi-Fi) Backup, disaster recovery, and security incidents Perform

root cause analysis

and implement permanent fixes Own

unknown or hard problems

until fully resolved

MSP Tooling Expertise (Mandatory)

Deep, hands-on experience with:

RMM platforms (N-Central required)

Monitoring and alerting Custom checks Automation policies Script deployment

PSA platforms (HaloPSA strongly preferred)

Ticket workflows Escalation rules SLA management Client and asset relationships Improve tool utilization so the MSP operates

systematically, not manually

Automation & Scripting

Identify

repetitive, error-prone, or high-volume tasks

Design and implement automation using:

PowerShell (required)

RMM automation policies API integrations where applicable Build and maintain: Script libraries Standardized automation workflows Safe execution and rollback logic Collaborate with leadership to define

automation-eligible processes

This role is expected to replace human effort with automation wherever possible.

Infrastructure & Architecture Thinking

Design, review, and validate: Client infrastructure layouts (on-prem, cloud, and hybrid)

Azure servers and workloads

(VMs, storage, networking)

Firewall configurations and security policies

Network topology

(LAN/WAN, VLANs, routing, VPNs) Microsoft 365 tenant architecture Identity and access models (Entra ID, MFA, conditional access) Security baselines and hardening standards Backup and disaster recovery strategies

Team Enablement (No People Management)

Mentor L1/L2 engineers on: Troubleshooting methodology Tool usage Escalation decision-making Review tickets for: Technical accuracy Documentation quality Correct resolution patterns Create runbooks and SOPs so knowledge is

captured, not tribal

Client Interaction & Projects

Join client calls for: Escalations Technical reviews Project discussions Lead or execute projects such as: Microsoft 365 migrations Server refreshes Security improvements Network upgrades Provide technical input for: Proposals Scopes of work Effort estimates

Required Skills & ExperienceTechnical (Must-Have)

6-8+ years of IT support experience (MSP experience required) Advanced

PowerShell scripting

Strong RMM experience (

N-Central preferred

) PSA workflow experience (

HaloPSA preferred

) Deep understanding of: Windows infrastructure Microsoft 365 administration Networking fundamentals Security best practices

Professional Requirements

Excellent English communication (written and verbal) Comfortable working with US-based clients and time zones High ownership and accountability Ability to work independently and make technical decisions Strong process-oriented mindset

Who This Role Is For

Senior MSP engineers tired of constant firefighting Engineers who enjoy

automation and systems thinking

Technically strong professionals who want

authority without people management

Job Type: Full-time

Pay: ₹1,700,000.00 - ₹2,300,000.00 per year

Benefits:

Paid time off Work from home
Application Question(s):

Have you read the job description prior to applying? Describe a complex escalation you handled where L1/L2 could not resolve the issue. An MSP client has multiple overseas offices connected to the main office via site-to-site VPN.
The overseas office reports network slowness and lag occurring at specific times of the day.

Describe how you would troubleshoot and isolate the issue.

What is one repetitive task you automated in an MSP environment? How have you used an RMM (preferably N-Central) beyond basic monitoring? Do you have good command of English and willing to answer calls for US based clients?
Work Location: Remote