L3 Infrastructure Engineer

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Job Summary:

We are seeking an experienced and proactive L3 Infrastructure Engineer to lead and resolve complex technical issues in a hosted Managed Service Provider (MSP) environment. The ideal candidate will have extensive hands-on experience with Citrix, RDS, VMware, Azure, and Windows Server environments, along with leadership capabilities to guide junior engineers. You will be responsible for advanced problem-solving, system optimization, and infrastructure enhancement projects while ensuring system stability, security, and performance.

Key Responsibilities:

• Act as a technical escalation point for L2 and L1 teams across infrastructure platforms.
• Manage and troubleshoot complex Citrix Virtual Apps & Desktops, Citrix Cloud, Director, and StoreFront configurations.
• Lead Azure infrastructure management, migrations, and optimization tasks.
• Handle high-level Windows Server administration (2012/2016/2019/2022), including performance tuning and advanced configurations.
• Design, manage, and troubleshoot VMware vSphere and ESXi environments, including advanced VM operations.
• Manage backup infrastructure using Veeam Backup & Replication, ensuring recoverability and DR planning.
• Administer Active Directory, DNS, DHCP, GPOs, and NTFS permissions with an emphasis on security hardening.
• Oversee Exchange (Online & Hybrid) environments, Office 365 administration, and migration projects.
• Manage endpoint protection tools such as SentinelOne and Bitdefender, and oversee security policy implementation.
• Lead patch management, OS upgrades, and infrastructure maintenance initiatives.
• Conduct root cause analysis (RCA) for major incidents and drive permanent resolutions.
• Support Hosting Controller, anti-spam tools (e.g., SpamExperts), DUO MFA, and related security technologies.
• Collaborate with management to plan and implement infrastructure improvements.
• Maintain documentation of infrastructure, incidents, processes, and standard operating procedures.
• Provide guidance, mentoring, and training to L2 and L1 engineers.

Required Technical Skills:

• Citrix XenApp/XenDesktop, Citrix Cloud, Director, Storefront (Advanced level)
• Microsoft Azure Administration and Infrastructure Projects
• Windows Server 2012/2016/2019/2022 (Advanced Administration)
• VMware ESXi, vSphere (Advanced troubleshooting, VM optimization)
• Office 365, Exchange Online, and hybrid configurations
• Veeam Backup & Replication (Backup strategies, DR planning)
• Active Directory, GPO, DNS, DHCP
• Endpoint Security Solutions: SentinelOne, Bitdefender
• Halo PSA (or equivalent ticketing system)
• NinjaRMM or similar monitoring tools
• DUO MFA, anti-spam filtering solutions
• SQL Server support and optimization (basic to intermediate level)
• Hosting Controller management
• Print server and network printer infrastructure support

Preferred Qualifications:

• 6+ years of experience in L3 infrastructure support in an MSP or hosting environment
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Citrix Certified Professional (CCP-V) preferred
• VMware Certified Professional (VCP)
• MCSA / MCSE certifications
• ITIL v4 Foundation certification is an advantage
• Strong leadership, documentation, and communication skills

Soft Skills & Attributes:

• Ability to handle critical incidents under pressure and drive resolution
• Strong analytical and problem-solving mindset
• Leadership and mentoring abilities
• Excellent client communication skills
• Strong team collaboration and task prioritization