Creator of Extraordinary Customer Experience with Mgmt Opp-Level 3 Eng
- Bonus based on performance
- Competitive salary
- Dental insurance
- Health insurance
- Paid time off
- Profit sharing
- Training & development
- Vision insurance
We’re looking for a highly skilled and experienced Level 3 Engineer who is passionate about delivering extraordinary customer experiences and aspires to grow into a management role. In this position, you’ll leverage your technical expertise to solve complex IT challenges while mentoring junior engineers and driving continuous improvement across our clients’ IT environments.
Technical Support & Troubleshooting
- Deliver expert-level technical support for high-priority escalations involving servers, networks, and cloud-based applications, with deep proficiency in the setup, configuration, implementation, and troubleshooting of Microsoft 365 solutions including Admin Center, Entra, Intune, Purview, Defender, and migration processes.
- Perform advanced troubleshooting and root cause analysis to resolve critical technical problems efficiently.
- Implement and maintain robust backup and disaster recovery solutions.
- Prioritize incidents and service requests to meet or exceed defined SLAs.
- Manage and monitor client IT infrastructures, including servers, networks, and storage systems.
- Conduct regular system health checks, updates, and maintenance tasks.
- Enforce security protocols and industry best practices to protect client data and systems.
- Oversee preventative maintenance by managing internal teams to ensure all manufacturer firmware and software updates on firewalls, switches, routers, access points, and other peripheral devices are current.
- Identify recurring issues through proactive monitoring and develop processes for permanent resolution.
- Lead IT infrastructure projects, including system upgrades, migrations, and new technology implementations.
- Coordinate with clients and internal teams to ensure projects are completed on time and within scope.
- Prepare clear project documentation and progress reports for stakeholders.
- Mentor, guide, and support junior engineers and technical staff to foster their growth and success.
- Conduct training sessions and facilitate knowledge-sharing across the team.
- Assist with performance evaluations, providing constructive feedback and growth opportunities.
- Build and maintain strong, trusting relationships with clients to ensure high satisfaction levels.
- Host regular client meetings to review service performance, address concerns, and plan future initiatives.
- Identify opportunities for improvement in client environments and recommend strategic solutions.
- Maintain thorough and up-to-date documentation of IT assets, configurations, and activities.
- Prepare and present detailed reports on system performance, incidents, and project outcomes.
- Minimum of Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 10+ years of experience in IT support and system administration.
- Expert knowledge of Microsoft Windows environments and virtualization technologies.
- Deep understanding of networking protocols, infrastructure, and security best practices.
- Exceptional problem-solving, analytical, customer service and troubleshooting skills.
- Excellent communication and interpersonal skills for client engagement and team leadership.
- Project management experience is a plus.
- Relevant certifications (e.g., CCNA, CCNP, MCSA) are preferred.
- Competitive salary and benefits package tailored to your experience and contributions.
- Opportunities for professional development and fast-track career growth, including advancement into the Director of Technical Services role.
- A collaborative, supportive team environment where your expertise is valued, and your career goals are prioritized.
- Competitive salary and benefits package
- Bonus based on performance
- Health, Vision and Dental Insurance
- Opportunity for Advancement
- Paid Time Off
- Training & Development
- Opportunities for professional development and career growth
- Collaborative and supportive work environment
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