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MSP Systems Administrator (Level 3 / Tier 3)

Job Description:

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-end
• Troubleshoot complex issues across Microsoft 365 / Entra ID (Azure AD), Windows endpoints, Windows Server, backups, security, and networking fundamentals
• Perform root-cause analysis and implement permanent fixes to reduce recurring issues and improve reliability
• Lead 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 standards
  • Server refreshes, upgrades, and infrastructure modernization (including virtualization where applicable)
  • Backup/DR improvements including monitoring and test restores
• Maintain workload through a ticket queue, documenting troubleshooting steps, test results, and resolutions clearly
• Communicate professionally with customers and internal teams, providing regular updates and setting expectations
• Create and maintain documentation such as runbooks, SOPs, diagrams, and client standards
• Mentor Tier 1/2 technicians through coaching, knowledge transfer, and escalation guidance
• Support client onboarding activities including discovery, standardization, and transition to MSP best practices
• Make recommendations for process, tooling, and standardization improvements that scale across multiple clients
• Be able to perform individually at or above expectations in a fast-paced, multi-client environment

Qualifications, skills, and knowledge:

• 5+ years of IT experience (MSP or multi-client environment strongly preferred)
• Strong experience with:
  • Microsoft 365 administration and troubleshooting
  • Entra ID (Azure AD) identity and access management, MFA, and Conditional Access concepts
  • Windows Server: Active Directory, Group Policy, DNS/DHCP, and general server troubleshooting
  • Windows 10/11 support, endpoint standards, and patching best practices
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls
• Familiarity with MSP service delivery workflows and tools: RMM / PSA / EDR (specific platforms not required)
• Multi-tenant management experience is a big plus
• Strong analytical skills and structured troubleshooting approach
• Customer-first attitude with excellent communication and documentation habits
• Innovative approach, "get it done" mentality, and strong prioritization skills

Preferred (but not required):

• Intune experience, Azure fundamentals, PowerShell automation
• VMware/Hyper-V exposure
• Experience in compliance-driven environments (HIPAA/SOC concepts)

What we'll bring to the table:

• Work-life balance
• Vibrant company culture and fun work environment - our values don't sit on a shelf collecting dust, we use them in all we do
• Ability to make an impact - your ideas and voice are important to us and are welcomed here
• Employee health is one of our top priorities! We offer great health benefits - medical, dental, and vision
• Days allocated for rest and relaxation - including PTO, paid holidays, and additional leave options
• Offering you the best chance to prepare for the future - 401(k) with a generous company match
• Business casual dress code

Here'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