Senior IT Infrastructure Engineer (MSP)

We are seeking an experienced Senior IT Infrastructure Engineer to serve as a senior technical resource in a fast-paced Managed Services Provider (MSP) environment supporting diverse client infrastructures. This remote position is open to candidates across the United States, with opportunities for occasional in-person collaboration for those located in the Bay Area. The role operates during Pacific Time business hours (8:30 AM – 5:30 PM PT) and includes participation in a rotating on-call schedule.

About the Role

The Senior IT Infrastructure Engineer is a senior technical resource responsible for resolving complex infrastructure issues, supporting critical technology initiatives, and delivering exceptional service across diverse environments. This role serves as a primary escalation point for advanced technical challenges while contributing to project execution, client engagement, process improvement, and technical mentorship.

Operating within a fast-paced technology services environment, this individual will work independently to diagnose and resolve complex technical issues, lead critical troubleshooting efforts, support infrastructure projects, and help drive operational excellence across multiple client environments. The ideal candidate combines strong technical expertise with business acumen, communication skills, and professional presence.

Beyond serving as a senior technical lead, this individual will build trusted relationships, take ownership of client outcomes, and confidently lead technical discussions with both technical teams and executive stakeholders. Success in this role requires sound judgment, emotional intelligence, and the ability to connect technical decisions to business impact. The right candidate brings a consultative mindset, proven experience mentoring and developing junior engineers, and the ability to think strategically while solving complex technical challenges. They are viewed as a trusted advisor who can navigate high-pressure situations, influence positive outcomes, and deliver innovative solutions that create long-term value for clients and the organization.

Responsibilities

• Serve as the primary escalation point for complex technical issues across infrastructure, networking, cloud, and security environments
• Diagnose and resolve advanced issues across Microsoft, virtualization, networking, and endpoint technologies
• Perform root cause analysis and implement long-term corrective actions
• Provide mentorship, coaching, and technical guidance to junior engineers
• Lead troubleshooting efforts during critical incidents and service disruptions
• Complete support requests and projects within established service levels and quality standards
• Maintain accurate documentation, ticket updates, and time tracking
• Participate in after-hours support and on-call rotations as required
• Ensure client environments are maintained according to operational standards
• Identify recurring issues and recommend improvements to increase efficiency and reliability
• Build and maintain trusted relationships with clients and stakeholders
• Lead technical discussions with both technical teams and business leaders
• Act as a trusted technology advisor, helping clients make informed decisions
• Communicate technical concepts effectively to audiences with varying technical backgrounds
• Manage high-pressure situations and provide clear guidance during critical incidents
• Lead or assist with infrastructure upgrades, migrations, implementations, and modernization initiatives
• Participate in discovery sessions, planning meetings, testing, implementation, and validation activities
• Communicate project progress, risks, and recommendations to stakeholders
• Support infrastructure assessments and long-term technology planning
• Develop and maintain technical documentation, procedures, knowledge base articles, and runbooks
• Identify service trends and recurring issues through analysis and reporting
• Recommend improvements that increase operational efficiency, reliability, and client satisfaction
• Contribute to team knowledge sharing and operational excellence initiatives

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, Networking, Cybersecurity, or related field preferred
• 3–8+ years of experience working for a true Managed Service Provider serving external clients
• Experience supporting Microsoft technologies, networking, virtualization, and cloud platforms
• Experience working directly with users, stakeholders, and clients
• Strong documentation, organization, and time management skills
• Ability to manage multiple priorities while maintaining exceptional customer service

Skills

Microsoft Technologies

• Windows Server Administration
• Active Directory and Group Policy
• Microsoft 365 Administration
• Exchange Online and Hybrid Environments
• Entra ID (Azure AD)
• Azure Services and Identity Technologies
• Microsoft Intune and Endpoint Management

Networking

• TCP/IP
• DNS and DHCP
• VLANs
• Routing and Switching
• VPN Technologies
• Firewall Administration
• Wireless Networking Technologies
• Network Troubleshooting and Monitoring

Infrastructure & Virtualization

• VMware
• Hyper-V
• Virtual Machine Administration
• Remote Desktop and Virtual Workspace Technologies
• Enterprise Storage Technologies
• High Availability Solutions
• Backup and Disaster Recovery Systems

Security & Operations

• Endpoint Security
• Multi-Factor Authentication
• Identity and Access Management
• Vulnerability Management
• Security Best Practices
• Infrastructure Monitoring and Alerting
• Incident Response and Operational Support

Preferred Experience

• SQL Server fundamentals
• Linux administration
• Cloud migrations
• Enterprise backup platforms
• Infrastructure automation and scripting
• Additional firewall and security technologies

Preferred Certifications

• Microsoft Certifications
• Azure Certifications
• VMware Certifications
• CompTIA Certifications
• ITIL Certifications
• Cybersecurity Certifications
• Networking Certifications
• Cloud Platform Certifications

Pay

The expected salary range for this position is $80,000-$120,000 annually. Final compensation will be determined based on a variety of factors, including experience, technical expertise, certifications, and geographic location.

Benefits

• Comprehensive benefits package including medical, dental, and vision
• Retirement savings options
• Paid time off
• Bonus opportunities for eligible employees