Managed Services Engineer – Evergreen Pipeline

About the role

This evergreen requisition is specifically intended for professionals with prior experience working within a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment. Due to the operational structure, service delivery model, and multi-tenant technical scope of our organization, applicants must have direct experience supporting external customers in a managed services capacity.

Core Responsibilities

• Provide operational support across multi-tenant managed environments.
• Monitor, triage, and remediate incidents, alerts, and service requests.
• Support Microsoft cloud, identity, endpoint, and infrastructure platforms.
• Investigate security alerts and participate in incident response.
• Administer user identities, access, and authentication platforms.
• Support endpoint provisioning, compliance, and policy enforcement.
• Monitor infrastructure performance, uptime, and service health.
• Execute patching, vulnerability remediation, and baseline hardening.
• Escalate complex issues to engineering or architecture teams.
• Document troubleshooting steps, SOPs, and client configurations.
• Operate within SLA, KPI, and managed contract service frameworks.
• Strong customer service orientation and service-first mindset.
• Able to work directly with external customers in a professional, consultative manner.
• Clear communication across email, ticketing platforms, phone, and collaboration tools.
• Confidence supporting executive users and high-visibility client stakeholders.
• Able to balance technical remediation with customer education and guidance.

Microsoft Technology Environment

• Hands-on experience across several of the following: Cloud & Infrastructure - Microsoft Azure (IaaS / PaaS), Virtual Machines, Networking, Storage, Azure Backup & Site Recovery.
• Identity & Access - Microsoft Entra ID (Azure AD), Conditional Access & MFA, BAC & Identity Governance.
• Endpoint & Modern Workplace - Microsoft Intune (MDM / MAM), Windows Autopilot, Device Compliance & Configuration Policies, Hybrid & Azure AD Join Security & SOC Tooling - Microsoft Sentinel (SIEM / SOAR), Microsoft Defender for Endpoint, Defender for Cloud, Defender for Identity, Threat Detection & Incident Response.
• M365 Administration - Exchange Online, SharePoint Online, Microsoft Teams, Licensing & Tenant Administration.
• Monitoring & Operations Tooling - Experience working with operational platforms such as RMM tools (ConnectWise, Datto, Ninja, etc.), SIEM platforms (Sentinel, Splunk, QRadar), Ticketing systems (ServiceNow, Autotask, Jira), Network & infrastructure monitoring tools, MDR / XDR solutions.

Requirements

• Prior experience working in an MSP or MSSP environment.
• Experience supporting multiple customers or tenants simultaneously.
• Familiarity with centralized operations centers (Service Desk, SOC, NOC, MOC).
• Understanding of SLA-driven service delivery models.
• Strong incident management and troubleshooting skills.
• Strong customer service and client-facing communication skills, with the ability to support external customers in a professional, service-driven managed services model.

Preferred Certifications

• Microsoft Azure Administrator (AZ-104)
• Microsoft Security Operations Analyst (SC-200)
• Microsoft Endpoint Administrator (MD-102)
• Security+
• CySA+
• CISSP

Benefits

Competitive wages to reflect your experience and skills.
Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
401(k) with company match to help you plan for the future.
Flexible time off policies to ensure you maintain a healthy work-life balance.
Many remote opportunities, allowing you to work wherever you want.
We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
We are reshaping the industry and the way it thinks about technology and service.
We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.

Why join our winning team?

The opportunity to be a part of an amazing team.

Equal Opportunity Employer

R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws.