IT Support Engineer Tier 3 (MSP)

We are looking for a technology professional interested in joining a small, fun, fast-paced team. The IT Support Engineer Tier 3 (MSP) will be working from our office in Carlsbad and may travel to client sites as needed. The right candidate will possess the ability to confidently interact with our clients and team daily. This role will require the ability to resolve technical issues in a timely fashion and communicate effectively. The ideal candidate will take ownership to ensure a high level of responsiveness to our clients and internal team members.

Responsibilities:

• Promptly triage, prioritize, and resolve issues as they escalate from Tier 1 & 2 client support teams.
• Act as the primary point of contact for escalations that are unable to be resolved by the Tier 1 & 2 client support teams.
• Act as a backup for Tier 1 & 2 client support teams as needed.
• Perform advanced troubleshooting of supported services.
• Provide training to Tier 1 & 2 client support team members.
• Maintain open communications with Tier 1 & 2 support teams and clients, to ensure status of escalations is communicated.
• Review RMM systems and alerts daily to identify actionable issues and work proactively to resolve them.
• Document support-related standard processes and procedures (SOPs).
• Architect and design migration planning for servers, systems, routers, firewalls, and other equipment for clients.
• Install, implement, and support IT clients’ networks and servers (on-premises and cloud-based) infrastructure.
• Create, improve, and document Technical Service standards and implementation methods.
• Perform quarterly client IT infrastructure reviews and reports.

Qualifications:

• 3-5 years hands-on technical customer support experience.
• Advanced knowledge of computer networking.
• Advanced knowledge of PC hardware.
• Proficiency with Windows Servers, Windows 10/11, Microsoft Azure, AWS, SQL, Active Directory, and Microsoft 365.
• Proficiency with Cisco, SonicWall, Lenovo, Dell, EMC, and VMWare products.
• Proficiency with switches, firewalls, IP routing, network security, and VOIP.
• Proficiency with virtualization, on-premises and cloud-based.
• Advanced knowledge of Microsoft, MAC, and Linux operating system and utilities.
• Comfortable utilizing programming languages such as PowerShell, Python, PHP, etc.
• Ability to manage multiple priorities and projects to completion in a fast-paced environment.
• Superior logic and troubleshooting skills are a must.
• Strong verbal and written communication skills and the ability to translate technical concepts for non-technical audiences.
• Excellent customer service skills.
• Extremely well organized and analytical with a high level of attention to detail.
• Ability to work independently and as a member of a team.
• Familiarity and understanding of PSA and RMM solutions.
• Ability to thrive in an ambiguous environment.
• 2-3 years MSP experience preferred.
• IT infrastructure certifications and training in related fields.
• College degree or equivalent, relevant work experience preferred.

Other Requirements:

• Required valid CA driver's license with an acceptable driving record pursuant to company policy
• Must be able to lift, bend, stretch, stand for extended periods of time, climb stairs and/or ladders, reach, twist, sit, and walk.
• Must be able to support on-call rotation.
• Ability to work occasional irregular hours and/or weekends.