MSP Systems Administrator (Level 3 / Tier 3)Are you a goal-oriented IT professional who thrives on solving complex problems, helping people, and delivering outstanding customer experiences? Then this role might be perfect for you! This is a great opportunity to join Grid4 Communications and grow your career with us.
We're looking for a highly motivated Level 3 MSP Systems Administrator to join a great team and have a real impact on the business and our customers.The ideal candidate is a customer champion who brings a combination of deep technical expertise, strong troubleshooting instincts, great judgment, and all-star collaboration skills. You'll be comfortable working across multiple client environments (multi-tenant), balancing a mix of escalations and project work, and measuring success by customer satisfaction, stable systems, and long-term improvements.Responsibilities:Serve as the primary escalation point for Tier 3 issues and high-impact incidents, owning resolution end-to-endTroubleshoot complex issues across Microsoft 365 / Entra ID (Azure AD), Windows endpoints, Windows Server, backups, security, and networking fundamentalsPerform root-cause analysis and implement permanent fixes to reduce recurring issues and improve reliabilityLead and execute project work such as: Microsoft 365 migrations (Exchange Online, Teams, SharePoint/OneDrive)Security initiatives (MFA, Conditional Access, baseline hardening, email security improvements)Endpoint management improvements (Intune preferred) including policies, app deployment, and standardsServer refreshes, upgrades, and infrastructure modernization (including virtualization where applicable)Backup/DR improvements including monitoring and test restoresMaintain workload through a ticket queue, documenting troubleshooting steps, test results, and resolutions clearlyCommunicate professionally with customers and internal teams, providing regular updates and setting expectationsCreate and maintain documentation such as runbooks, SOPs, diagrams, and client standardsMentor Tier 1/2 technicians through coaching, knowledge transfer, and escalation guidanceSupport client onboarding activities including discovery, standardization, and transition to MSP best practicesMake recommendations for process, tooling, and standardization improvements that scale across multiple clientsBe able to perform individually at or above expectations in a fast-paced, multi-client environmentQualifications, skills, and knowledge:5+ years of IT experience (MSP or multi-client environment strongly preferred)Strong experience with: Microsoft 365 administration and troubleshootingEntra ID (Azure AD) identity and access management, MFA, and Conditional Access conceptsWindows Server: Active Directory, Group Policy, DNS/DHCP, and general server troubleshootingWindows 10/11 support, endpoint standards, and patching best practicesSolid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPNs, firewallsFamiliarity with MSP service delivery workflows and tools: RMM / PSA / EDR (specific platforms not required)Multi-tenant management experience is a big plusStrong analytical skills and structured troubleshooting approachCustomer-first attitude with excellent communication and documentation habitsInnovative approach, "get it done" mentality, and strong prioritization skillsPreferred (but not required):Intune experience, Azure fundamentals, PowerShell automationVMware/Hyper-V exposureExperience in compliance-driven environments (HIPAA/SOC concepts)What we'll bring to the table:Work-life balanceVibrant company culture and fun work environment – our values don't sit on a shelf collecting dust, we use them in all we doAbility to make an impact – your ideas and voice are important to us and are welcomed hereEmployee health is one of our top priorities! We offer great health benefits – medical, dental, and visionDays allocated for rest and relaxation – including PTO, paid holidays, and additional leave optionsOffering you the best chance to prepare for the future – 401(k) with a generous company matchBusiness casual dress codeHere's what a couple of team members have to say about Grid4:"I enjoy the people and the work-life balance" – Team Member"I like the open and friendly work environment, there is always an employee willing to help" – Team Member