Senior MSP Systems Engineer

1 week ago

Manila, National Capital Region, Philippines WLS Professional Services Canada Full time

Location: Remote (Philippines or Sri Lanka)

Employment Type: Full-time

Work Hours: 8:00 AM – 5:00 PM Mountain Time (MT)

Apply here:

About Us

WLS Professional Services is a leading provider of People, Process, and Technology consulting services. We support organizations across North America with reliable, enterprise-grade IT solutions. With delivery centers in Canada, the Philippines, and Sri Lanka, we help our clients scale efficiently while maintaining high standards of service and security.

Our culture is customer-first. We place a strong emphasis on building trusted relationships, clear communication, and kindness in how we work with both clients and teammates.

Role Overview

We are seeking an experienced Senior MSP Systems Engineer to join a Managed Services team. In this role is you will serve as a senior escalation point, owning complex technical issues across infrastructure, cloud, and networking environments.

This role is not a frontline help desk position. You will focus on advanced troubleshooting, mentoring Tier 1 and Tier 2 technicians, and ensuring service stability across multiple client environments.

Key Responsibilities

  • Act as escalation point for Tier 1 and Tier 2 support issues
  • Own complex troubleshooting involving:
  • Windows Server environments
  • Azure infrastructure (VMs, networking, access controls)
  • Patch failures, update rollbacks, and system instability
  • Troubleshoot and resolve issues across diverse MSP client environments (multi-tenant)
  • Support and optimize Microsoft 365 environments as required
  • Assist with Azure, Hyper-V, and clustered server environments
  • Perform root cause analysis and document solutions for future reference
  • Mentor and guide Tier 1 and Tier 2 technicians during escalations
  • Collaborate with the Project Delivery team as needed
  • Engage vendor support (e.g., Microsoft) when required

Required Experience & Skills

  • 5+ years in IT infrastructure or systems support
  • 2+ years in an MSP or multi-client environment (strongly preferred)
  • Strong Windows Server experience (2012–2022)
  • Solid understanding of Azure infrastructure and networking concepts
  • Experience troubleshooting patch management issues
  • Working knowledge of networking fundamentals:
  • Firewalls, VPNs, VLANs
  • PowerShell experience for troubleshooting or automation
  • Experience with backup solutions (Azure Backup preferred)
  • Experience with monitoring tools (ConnectWise Automate or similar)

Formal education is valued, but equivalent hands-on experience is equally acceptable.Behavioral & Cultural Competencies

  • Strong problem-solving mindset ("figure it out" approach)
  • Calm and methodical under pressure
  • Transparent communicator who asks for help when needed
  • Team-first mentality; willing to mentor others
  • Comfortable working independently in ambiguous situations
  • Strong documentation habits
  • Adaptable to constantly changing client environments

Work Environment

  • Fully remote

Job Type: Full-time

Benefits:

  • Work from home

Work Location: In person

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