Job Description

Job Description

Job Description

About the Role
We’re looking for a highly skilled and experienced Level 3 Engineer who is passionate about delivering extraordinary customer experiences. In this position, you’ll leverage your technical expertise to solve complex IT challenges, implement innovative solutions, and ensure the stability and security of our clients’ IT environments. 

You will engage directly with our clients, ensuring their systems run optimally, projects are executed flawlessly, and their needs are met with professionalism and care. If you thrive in a dynamic environment and enjoy tackling technical challenges, we want to meet you. 

What You’ll Do
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. 

IT Operations  
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. 
• 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. 

Project Management  
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. 

Client Relationship Management  
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. 

Documentation & Reporting  
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. 

What You Bring  

• 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 effective client engagement. 
• Project management experience is a plus. 
• Relevant certifications (e.g., CCNA, CCNP, MCSA) are preferred. 

Benefits  
Competitive salary and benefits package tailored to your experience and contributions. 

• Opportunities for professional development and career growth within our team. 
• A collaborative, supportive work environment where your expertise is valued, and your contributions directly impact client success. 
• Performance-based bonuses 
• Health, Vision, and Dental Insurance 
• Paid Time Off 

Ready to Create Extraordinary Experiences?  
If you’re passionate about IT, driven by continuous improvement, and ready to apply your expertise in a challenging and rewarding role, we’d love to hear from you. 

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