Bowman Williams
Senior Support Engineer (Level 3) – MSP
Bowman Williams, Ellicott City, Maryland, United States, 21042
Overview
This range is provided by Bowman Williams. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$90,000.00/yr - $105,000.00/yr Senior Support Engineer (Level 3) – MSP Ellicott City, MD | $90,000–$95,000 | Onsite (Hybrid potential after 6 months) Are you the go-to person when everyone else is stuck? Do you thrive in fast-paced MSP environments where every day brings a new challenge? We’re looking for a Senior Support Engineer (Level 3) to step in as the top escalation point on the helpdesk. This isn’t a siloed back-office role—you’ll be client-facing, solving complex issues, and mentoring junior engineers while ensuring clients feel supported and valued. This is a chance to join a growth-minded MSP with strong leadership, enterprise-grade tools, and a culture built on trust, accountability, and collaboration. You’ll be one of the key technical pillars on a small, close-knit team where your expertise makes a direct impact. What You’ll Do
Act as the final escalation point for inbound support tickets and client calls. Own issues end-to-end, escalating to vendors only when necessary. Provide advanced troubleshooting across Microsoft 365, Windows Server/Active Directory, and networking/security environments. Mentor and guide Level 1 and Level 2 engineers, setting the bar for documentation and client communication. Deliver onsite support for escalations, upgrades, and client visits (~25% local travel). Manage client backups, ensure reliability, and maintain detailed records in Autotask (or similar PSA/RMM tools). Collaborate with leadership to reduce recurring issues and improve service delivery. What You Bring
Windows Server/Active Directory (DNS, DHCP, GPO, hybrid environments) Networking & Security (SonicWall firewalls, HP switches, VLANs, VPNs, routing basics) Experience using Autotask, ConnectWise, or similar MSP ticketing/RMM platforms. Strong communication skills with the ability to explain complex issues to non-technical users. Collaborative, humble, and client-service minded, with proven mentoring ability. Reliable transportation for local client visits (~25%). Ability to pass background check and drug screen. Why Join
Benefits: Medical, Dental, and Vision (partial coverage) + 401(k) Time Off: 2 weeks PTO + 1 week sick leave Work in a tight-knit team where you’re more than a number and your technical expertise directly impacts clients and the business. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Information Services and IT Services and IT Consulting
#J-18808-Ljbffr
This range is provided by Bowman Williams. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$90,000.00/yr - $105,000.00/yr Senior Support Engineer (Level 3) – MSP Ellicott City, MD | $90,000–$95,000 | Onsite (Hybrid potential after 6 months) Are you the go-to person when everyone else is stuck? Do you thrive in fast-paced MSP environments where every day brings a new challenge? We’re looking for a Senior Support Engineer (Level 3) to step in as the top escalation point on the helpdesk. This isn’t a siloed back-office role—you’ll be client-facing, solving complex issues, and mentoring junior engineers while ensuring clients feel supported and valued. This is a chance to join a growth-minded MSP with strong leadership, enterprise-grade tools, and a culture built on trust, accountability, and collaboration. You’ll be one of the key technical pillars on a small, close-knit team where your expertise makes a direct impact. What You’ll Do
Act as the final escalation point for inbound support tickets and client calls. Own issues end-to-end, escalating to vendors only when necessary. Provide advanced troubleshooting across Microsoft 365, Windows Server/Active Directory, and networking/security environments. Mentor and guide Level 1 and Level 2 engineers, setting the bar for documentation and client communication. Deliver onsite support for escalations, upgrades, and client visits (~25% local travel). Manage client backups, ensure reliability, and maintain detailed records in Autotask (or similar PSA/RMM tools). Collaborate with leadership to reduce recurring issues and improve service delivery. What You Bring
Windows Server/Active Directory (DNS, DHCP, GPO, hybrid environments) Networking & Security (SonicWall firewalls, HP switches, VLANs, VPNs, routing basics) Experience using Autotask, ConnectWise, or similar MSP ticketing/RMM platforms. Strong communication skills with the ability to explain complex issues to non-technical users. Collaborative, humble, and client-service minded, with proven mentoring ability. Reliable transportation for local client visits (~25%). Ability to pass background check and drug screen. Why Join
Benefits: Medical, Dental, and Vision (partial coverage) + 401(k) Time Off: 2 weeks PTO + 1 week sick leave Work in a tight-knit team where you’re more than a number and your technical expertise directly impacts clients and the business. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Information Services and IT Services and IT Consulting
#J-18808-Ljbffr