Level 3 Service Engineer

Company: Datastream IT, a Managed Service Provider based in Los Angeles
Location: Remote (PST Working Hours Required)
Schedule: Monday through Friday, 8:00 AM to 5:00 PM PST
Employment Type: Full-time
Compensation: [$3,000 to $4,500 monthly], depending on experience and fit

The Opportunity

Datastream IT is seeking an L3 Service Engineer to serve as a senior technical resource and provide advanced technical support for client users and environments, while serving as a key escalation resource.


In this role, you will lead the resolution of complex technical issues, support critical i ---------- , improve client environments, contribute to technical standards, and provide guidance to Engineers across the organization. You will work closely with clients, Engineers, Service Coordinators, Centralized Services, vendors, and leadership to resolve challenging issues, improve operational effectiveness, and drive technical excellence.


This role is well suited for someone who is technically advanced, dependable, and committed to continuous learning, and who enjoys solving complex problems, mentoring others, improving systems and processes, and serving as a trusted technical leader within an MSP environment.


How We Measure Success

- Resolves complex technical issues and critical i ---------- efficiently while maintaining high service quality, client satisfaction, and operational stability.

- Serves as a trusted technical leader through effective escalation support, knowledge sharing, mentorship, and technical guidance.

- Contributes to continuous improvement through technical standardization, process improvement, operational excellence, and alignment with Datastream IT's Core Values.


What You'll Do

Technical Support

- Provide senior-level technical support to client users and environments through phone, email, and remote support tools.

- Troubleshoot, diagnose, administer, and resolve complex technical issues involving Microsoft 365, Windows and Mac workstations, Active Directory, Entra ID, Intune, networking, VPNs, servers, virtualization platforms, backup solutions, security platforms, printers, business applications, and other technologies commonly supported within an MSP environment.

- Take ownership of assigned issues through resolution while maintaining clear communication, documentation, and follow-through.

- Lead root cause analysis and resolution of recurring, complex, client-impacting, and high-priority technical issues by identifying root causes, implementing corrective actions, and coordinating resources as necessary.

- Participate in technical projects, maintenance activities, system improvements, and other operational initiatives.

- Serve as a senior escalation resource for L1 and L2 Service Engineers by providing advanced troubleshooting assistance, technical guidance, mentorship, and knowledge sharing.

- Escalate issues appropriately when additional resources, vendor support, or authorization are required.


Client Service & Documentation

- Maintain professional communication with clients, tea ---------- mbers, vendors, and leadership while managing competing priorities and client expectations.

- Maintain accurate ticket notes, time entries, status updates, and technical documentation while following established procedures and service standards.

- Support SLA performance by responding to, updating, and progressing assigned work in a timely manner.

- Contribute to the development and maintenance of technical documentation, knowledge base resources, and standard operating procedures.


Technical Leadership & Development

- Demonstrate ongoing technical growth through training, certifications, research, technical leadership, and increased responsibilities.

- Provide technical leadership, troubleshooting assistance, escalation support, training, mentorship, and knowledge sharing to Engineers across the service team.

- Promote technical consistency, best practices, standardization, and adherence to established service standards.

- Contribute to the development of team capabilities, technical maturity, and operational excellence.


What We're Looking For

Experience

- 6+ years of IT support, systems administration, senior-level technical troubleshooting, and technical leadership experience; experience within an MSP supporting multiple client environments is preferred.

- Prior experience serving as a senior escalation resource for complex technical issues, critical i ---------- , and client-impacting situations.


Technical Skills

- Advanced troubleshooting, administration, and technical leadership skills involving Microsoft 365, Active Directory, Entra ID, Intune, Windows and Mac workstations, networking, firewalls, VPNs, servers, virtualization platforms, backup solutions, security platforms, business applications, identity management, endpoint management, cybersecurity, business continuity, disaster recovery, and other technologies commonly supported within an MSP environment.

- Ability to diagnose complex technical issues, identify root causes, develop effective solutions, and drive technical issues through resolution.


Professional Skills

- Strong documentation habits, attention to detail, and commitment to maintaining accurate technical documentation, ticket records, operational procedures, and technical standards.

- Ability to manage competing priorities, exercise sound judgment, and remain effective during escalations, major i ---------- , and client-impacting situations.

- Excellent communication and customer service skills, with the ability to communicate professionally with technical and non-technical audiences, including end users, managers, business owners, and executive leadership.

- Ability to provide technical leadership, mentor tea ---------- mbers, share knowledge effectively, and contribute to technical consistency, team development, and operational excellence.

Tools & Platforms

- Experience using PSA and ticketing systems such as ConnectWise Manage, HaloPSA, Autotask, or similar platforms.

- Experience using RMM platforms such as NinjaOne, Datto RMM, ConnectWise Automate, Kaseya, or similar tools.

- Experience using technical documentation platforms such as IT Glue, Hudu, or similar systems.

- Experience working with Microsoft 365 administration tools, identity and endpoint management platforms, security tools, backup solutions, and infrastructure management technologies commonly supported within an MSP environment.


Certifications

Microsoft, CompTIA, cybersecurity, cloud, networking, virtualization, or other relevant industry certifications are required.


Work Environment

Requirements include:

- A quiet, professional workspace with reliable high-speed internet, a backup plan for internet or power outages, and an environment suitable for client communication, team collaboration, and video meetings.

- Availability to work during standard business hours (8:00 AM to 5:00 PM PST).

- Flexibility to occasionally work outside normal business hours in response to emergency issues, planned maintenance, client-impacting i ---------- , technical escalations, or operational needs.


How to Apply
To be considered, you must submit the following:
1. Your CV / Resume
2. A short video introduction (introduce yourself, share your background, and why you’re a great fit)

Applications without a video will be ignored.

Please send your application with the subject line:
“Applicant for an L3 Service Engineer Position”

Thank you!