Provides advanced remote technical support across client environments in an MSP setting. Responsibilities include resolving escalated incidents involving Microsoft 365, identity management, networking, endpoints, enterprise applications, backups, and infrastructure. The role documents troubleshooting, coordinates vendor escalations, communicates with clients, improves knowledge resources and processes, meets service metrics, and mentors junior engineers.

Advise managed services clients on technology strategy, roadmaps, budgeting, infrastructure modernization, cloud, licensing, and cybersecurity. Lead recurring strategy sessions, assess client environments, develop Statements of Work, scope solutions, present recommendations, and coordinate with engineering, sales, and project teams. Identify optimization opportunities and contribute to service improvement, standardization, and client success.

Leads complex infrastructure, cloud, security, and end-user technology projects from design through deployment and post-implementation support. Configures and troubleshoots networks, servers, migrations, identity systems, storage, backups, and cloud platforms. Provides senior technical guidance, documentation, training, escalation support, and client communication while partnering with project managers, vendors, and internal teams. Supports project budgets, timelines, reporting, client satisfaction, and transition to ongoing support. Requires regular travel and off-hours work.