Technical Support Lead Engineer L3

Summary

Join a global, Microsoft-centric Managed Services Provider as a Technical Support Lead Engineer. This remote, full-time position offers technical leadership for a help desk team, focusing on exceptional technical outcomes and operational efficiency. You will champion customer satisfaction, guide technical excellence, and proactively address recurring challenges. Strong expertise in Microsoft Modern Workplace, ConnectWise Asio, and networking technologies (Unifi and Meraki) is essential. The role involves advanced troubleshooting, collaboration with other teams, and process improvement. This is a long-term opportunity with a competitive salary and additional perks.

Requirements

• Obtain a Bachelor’s degree in computer science, Information Technology, or equivalent experience
• Have 5+ years of experience in Service Desk or Tier 3 Support, with a focus on delivering services to external clients
• Possess in-depth knowledge of Microsoft Modern Workplace solutions, including Microsoft 365 and Azure
• Have experience with Connectwise Asio PSA and UMM
• Have hands-on experience with Unifi and Meraki networking solutions, including wireless networks, VPNs, and VLAN configurations
• Possess advanced troubleshooting skills across hardware, software, and networking technologies
• Demonstrate disciplined time entry
• Possess excellent problem-solving skills with a proactive approach to issue resolution and prevention
• Have strong communication abilities, with a client-focused mindset and the capability to manage expectations effectively

Responsibilities

• Serve as the primary technical escalation point for the help desk team, offering guidance on complex issues related to workstations, servers, networking, and Microsoft Modern Workplace tools
• Provide advanced troubleshooting and configuration expertise for networking equipment, including Unifi, Meraki, and VoIP solutions
• Collaborate with the Proactive Cloud Team to analyze recurring technical issues and implement long-term solutions
• Manage and troubleshoot networking setups, including VLANs, wireless configurations, and site-to-site VPNs in Unifi and Meraki environments
• Provide technical insights into network architecture improvements and ensure optimal performance across client environments
• Identify root cause problems and solutions to develop best practices for scalability and security that can be rolled out to our client base as standards, always hunting to prevent problems
• Ensure all technical resolutions align with client needs and expectations, prioritizing customer satisfaction
• Proactively identify and implement measures to prevent recurring issues, enhancing overall client trust
• Collaborate with the Services Manager to refine workflows and optimize technical operations
• Advocate for and implement tools, automation, and documentation practices that drive help desk efficiency
• Act as a technical liaison between the help desk team and other delivery areas, ensuring alignment and seamless communication
• Partner with the Technology Alignment Manager (TAM) and other proactive service roles to address and prevent systemic client issues

Preferred Qualifications

• Have previous experience in an MSP or equivalent technical support environment
• Have familiarity with service management tools like ConnectWise or equivalent platforms
• Obtain Microsoft certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent
• Obtain Networking certifications such as Cisco Certified Network Associate (CCNA), CompTIA Network+, or Certified Wireless Network Professional (CWNP)
• Obtain Security certifications like CompTIA Security+, Microsoft Certified: Security, Compliance, and Identity Fundamentals, or equivalent
• Obtain Certifications specific to Unifi or Meraki (e.g., Ubiquiti Enterprise Wireless Admin (UEWA) or Meraki Certified Network Associate (CMNA))

Benefits

• Competitive salary
• Full-time, long-term position
• Work from home
• Monday through Friday, 8 am to 5 pm (+/- 2 hours accepted) - CST
• Additional perks