Level 3/IT Engineer

Level 3 / IT Engineer  

($65,000-$80,000) 

This position will work directly with customers and partners to provide expertise in hardware and software installations, troubleshooting, and configuration recommendations. This position will report to the CTO or other designated Operations leadership. 

The primary mission is to serve as a key resource to our client base by providing traditional endpoint support and supporting the managed service stack deployed to maintain stable, secure, and productive network environments. 

As a member of the IT Services Team, the Level 3 IT Engineer will collaborate with team members to maintain the success of managed services, site, and infrastructure. This position serves as an escalation point for Lv1 & Lv2 technicians and provides advanced-level installation, support, and maintenance of IT environments. The role entails establishing and maintaining a positive rapport with our clients by receiving, documenting, prioritizing, and actively resolving end-user support requests in a timely and professional manner. 

Responsibilities: 

• Client Communication: 
• Receive client support requests and translate them into actionable tasks. 
• Prioritize and schedule requests based on outlined standards and timeline requirements. 
• Provide status updates of open requests to customers. 
• Document client communications and remediation processes through to final resolution. 
• Complete post-resolution follow-ups to ensure client satisfaction. 
• Endpoint Support: 
• Perform remote endpoint support to client base such as software installs/upgrades, file recovery, license management, password resets, configuring systems and applications, customer training, etc. 
• Work with third-party vendor support to troubleshoot, identify, and remediate issues. 
• Managed Service Support: 
• Deploy, configure, and manage hardware and software solutions for clients. 
• Perform remote and onsite support for technology installations, upgrades, and maintenance. 
• Work with third-party vendors to troubleshoot, identify, and remediate issues. 
• Document and maintain configuration standards for deployed technologies and optimize performance of deployed hardware and software. 
• IT Site/Infrastructure Support: 
• Understand and maintain configuration standards deployed. 
• Deploy and monitor hardware such as endpoints, firewalls, switches, access points, etc. 

Required Education: 

• BS Degree in Computer Science, Information Systems (or related field), or equivalent work experience. 
• Preferred Certifications: A , Network , Security , AZ-900, AZ-104 

Required Experience: 

• 7 years of experience supporting IT hardware/software/infrastructure in an MSP environment, or equivalent work experience. 
• Proven understanding of IT network and collaboration concepts. 
• Working knowledge of network protocols such as TCP/IP, VoIP, DNS, DHCP. 
• Proficiency with Microsoft products, applications, and server operating systems. 
• Ability to research, absorb, and retain information. 
• Excellent documentation skills. 
• Proven written and verbal communication skills. 
• Strong analytical and troubleshooting skills. 
• Ability to collaborate in a team environment. 
• Maintain a professional workplace appearance. 

Technical Knowledge (not limited to): 

• Microsoft Intune/Autopilot 
• Fortinet Firewalls 
• PSA Experience 
• Azure/AVD Experience 
• Printer/Fax/Scanner Troubleshooting 
• Terminal Services, Microsoft failover clustering 
• VMware (vSphere, View, vCenter) 

What You Can Expect From Us: 

• A family-owned company that cares about you and your career growth. 
• Professional development opportunities including certification path and reimbursement. 
• Annual performance bonus in addition to base salary. 
• A competitive benefits package including medical, dental, vision, 401(k) with company match, PTO, and paid holidays. 

Hiring Contact:  Brian Smith/Operations, Opti-vise IT  |  Send Resume to: jobs@opti-vise.com