System Engineer - Escalations & Client Onboarding (MSP)

Position Overview

We are seeking a highly skilled Systems Engineer to support our Managed Services team by handling technical escalations and leading the onboarding of new client environments. This role is ideal for an engineer who thrives in a fast-paced MSP environment, enjoys solving complex technical challenges, and takes pride in building clean, well-documented client environments from day one.

The Systems Engineer will work closely with the Project Coordinator and Service Team to perform onboarding discovery, assess client infrastructure, and implement best-practice configurations across servers, networks, endpoints, and security platforms.

This individual will serve as a senior escalation point for service desk engineers while also ensuring new client environments are properly documented, standardized, and aligned with our managed services framework.

Key Responsibilities

Client Onboarding & Technical Discovery

• Lead technical discovery meetings with new clients alongside the Project Coordinator

• Perform deep-dive assessments of client environments including:

  • Hardware infrastructure

  • Server environments

  • Networking architecture

  • Endpoint management

  • Security posture

  • Backup and disaster recovery systems

• Document current state of infrastructure and identify remediation opportunities

• Develop onboarding plans to transition environments into the managed services framework

• Ensure all infrastructure details are properly documented in IT Glue

Infrastructure Implementation & Standardization

• Configure and deploy monitoring, management, and security tools across new client environments

• Implement or align client environments with company standards including:

  • Endpoint management

  • Backup solutions

  • Monitoring and alerting

  • Security platforms

• Deploy agents and configurations through NinjaOne and LogicMonitor

• Configure backup and disaster recovery using Veeam

• Implement endpoint protection and threat monitoring via Huntress

Technical Escalations

• Serve as a Tier 3 escalation resource for complex service desk issues

• Troubleshoot advanced infrastructure issues across:

  • Windows Server environments

  • Active Directory / Azure AD

  • Networking and firewall configurations

  • Virtualization platforms

  • Backup and recovery failures

• Collaborate with Level 1 and Level 2 engineers to resolve issues efficiently while providing knowledge transfer and guidance

Documentation & Process Improvement

• Maintain accurate infrastructure documentation in IT Glue

• Update and create technical runbooks and SOPs

• Ensure new client environments are fully documented before transitioning to support teams

• Identify opportunities for automation, optimization, and improved service delivery

Core Technologies & Tools

Candidates should have experience working with the following platforms commonly used in MSP environments:

• PSA: ConnectWise Manage

• Documentation: IT Glue

• RMM: NinjaOne

• Monitoring: LogicMonitor

• Security: Huntress

• Backup & Disaster Recovery: Veeam

• Microsoft Stack: Windows Server, Microsoft 365, Azure AD / Entra ID

• Networking: Firewalls, switching, VPN, VLANs

Required Skills & Experience

• 5+ years of experience in IT infrastructure support within an MSP environment

• Strong troubleshooting experience across servers, networking, and endpoint environments

• Experience performing client onboarding or infrastructure discovery

• Ability to assess and remediate poorly configured environments

• Strong documentation discipline and technical communication skills

• Ability to mentor junior engineers and provide escalation support

Preferred Qualifications

• Experience with virtualization platforms (VMware, Hyper-V, Nutanix)

• Familiarity with Microsoft Intune / endpoint management

• Experience designing infrastructure improvements or remediation plans

• Certifications such as:

  • Microsoft (Azure / M365)

  • Network+

  • Security+

  • Veeam or VMware certifications

Success in This Role

Successful candidates in this role are engineers who:

• Enjoy figuring out how environments are built

• Take ownership of clean documentation and technical standards

• Are comfortable leading technical discussions with clients

• Can resolve complex escalations efficiently

• Bring order and structure to client environments