Level 3 (L3) Support Engineer

Job Description

RDE Technologies is looking for an experienced Level 3 (L3) Support Engineer to provide advanced technical support for U.S.-based clients in a Managed IT Services (MSP) environment. This is a remote opportunity supporting approximately 250 client accounts across the New York metro area during the Evening/Overnight EST shift.

The ideal candidate should have strong experience in Windows Server, Active Directory, Microsoft 365/Azure, networking, ConnectWise, and VoIP technologies, with the ability to independently resolve complex technical issues and mentor junior support engineers.

Roles & Responsibilities

• Act as the final escalation point for complex issues raised by L1 and L2 support engineers.
• Diagnose and resolve advanced Windows Server, networking, cloud, and security-related issues.
• Manage support tickets end-to-end during the evening/overnight EST shift while ensuring timely resolution and clear client communication.
• Document root cause analysis (RCA) and resolution steps in ConnectWise PSA/RMM.
• Troubleshoot Microsoft 365, Azure, Active Directory, VPN, firewall, routing, and switching issues.
• Support and administer 3CX and other VoIP platforms.
• Perform backup, disaster recovery, and system restoration activities.
• Mentor L1/L2 engineers and assist with escalated technical issues.
• Coordinate shift handovers with the onshore U.S. support team and participate in on-call rotation when required.

Desired Candidate Profile

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• Experience: 4 7 years in Level 3 or Senior Technical Support, preferably in an MSP environment.
• Strong expertise in Windows Server Administration, Active Directory, Networking, Microsoft 365, and Azure.
• Hands-on experience with ConnectWise PSA/RMM, ScreenConnect, and 3CX is highly preferred.
• Excellent troubleshooting, ticket management, and documentation skills.
• Strong written and verbal English communication for direct client interaction.
• Comfortable working independently during the 7:00 PM – 4:00 AM EST shift.

Must-Have Skills

• ConnectWise (PSA/RMM)
• Windows Server & Active Directory
• Microsoft 365 / Azure Administration