A highly skilled Level III Technical Support Engineer responsible for advanced technical troubleshooting, leading infrastructure projects, and ensuring security and compliance across multiple client environments. This role serves as the final escalation point for complex technical issues and provides mentorship to junior technicians while maintaining exceptional client satisfaction.

This organization delivers managed and hosted IT services designed to help businesses focus on growth by alleviating technology challenges. Their solutions provide businesses with cutting-edge tools to enhance productivity, streamline operations, and increase profitability. Services are designed around providing secure, scalable, and affordable technologies that meet business requirements while ensuring high uptime and robust security.

Company core values:

• Customer-centric and service-focused
• Integrity and commitment to doing things the right way
• Strong interpersonal and communication skills
• Continuous improvement and knowledge sharing
• Proactive problem solving and accountability

Objectives of this role:

• Serve as the final escalation point for complex technical issues and ensure resolution.
• Lead infrastructure projects and implement advanced IT systems across client environments.
• Maintain system security, compliance, and optimize performance while mentoring junior technicians.

Responsibilities:

• Diagnose and resolve complex network, server, and security-related problems escalated from Level 1 and 2 support.
• Plan, configure, and deploy technologies such as servers, firewalls, switches, cloud services, and backup systems.
• Lead client onboarding and infrastructure migrations, performing site assessments and recommending improvements.
• Monitor system performance, identify bottlenecks, and apply updates or patches to maintain optimal environments.
• Manage endpoint protection, MFA, backup systems, and patch management.
• Conduct security audits and support clients with compliance frameworks (HIPAA, PCI, etc.).
• Respond to and investigate security incidents, including malware, ransomware, and phishing attacks.
• Document technical procedures, SOPs, and solutions using tools like IT Glue or Hudu.
• Mentor junior technicians and contribute to team training and knowledge sharing initiatives.

• Minimum of 5 years of experience in a Level III Technical Support or equivalent role.
• Advanced technical troubleshooting and problem-solving expertise.
• Strong experience with:
• PSA tools (Connectwise, HaloPSA, AutoTask)
• RMM solutions (NinjaOne, N-Able)
• Remote access and support tools
• Endpoint Detection & Response (SentinelOne, CrowdStrike, Huntress, Threatlocker)
• Cloud and Identity Management platforms
• Backup and Disaster Recovery solutions
• Networking and firewall management (Fortinet, SonicWall, Meraki)
• IT documentation platforms (IT Glue, Hudu)
• Scripting and automation (PowerShell, Bash, Python, Git)
• Strong understanding of system security, compliance, and preventive care.
• Excellent interpersonal, communication, and documentation skills.
• Proven leadership and mentoring capabilities.

Preferred skills and qualifications:

• Industry certifications such as CompTIA Security+, Network+, CCNA, MCSE, or equivalent.
• Experience in a client-facing managed services environment.
• Proficiency in advanced network design and cloud architecture.
• Powershell scripting and cybersecurity knowledge (nice to have).