IT Tier 3 Service Technician

You are the last stop before the vendor call - the engineer who owns the problems T1 and T2 cannot close. Resolve complex server, network, security and cloud issues with the documentation discipline we expect at every tier. This is a full-time, in-office and on-site, senior engineering role.

Technician Responsibilities

· Tier 1 and Tier 2 support issues/requests escalated to you to remediate requests and take control of tickets unable to be supported by Tier 1 and Tier 2 technicians.

o Further troubleshoot and close tickets

o You own and are responsible for remediating and closing tickets. No further escalation point but you.

· Support complex server, security, network and software issues. These will vary by client and environment.

· Document all aspects of customers environment and update as changes are made.

· This is a full-time senior engineering position. Customers will vary across various platforms and locations.

· Remote and on-site required.

· In-house Platforms:

o Ninja One, ConnectWise Screen Connect

· Minimum of five years of hands-on experience in a fast paced and dynamic technical support environment

· Strong communication skills, both written and verbal

· Lead security incident response for alerts above T2 threshold - triage, contain, remediate, document

· Must be proficient at an expert level in the majority of the following skills:

o Deploy, Manage and Maintain Client/Server Environments

o Deploy and Administer Microsoft 365, Azure, Intune

o Deploy and Administer Microsoft Server, Active Directory, DNS, DHCP, Group Policy Creation and Deployment

o Support and maintain Desktop Operating Systems

o Design, Manage and Maintain Networking Technologies including network infrastructure and wireless configuration

o Design, Deploy and Manage Virtualization Software: Hyper-V and VMWare

o Design, Deploy and Manage Backup Solutions: ShadowProtect, Axcient

· Project delivery participation - lead on a migration or deployment

Special Considerations If You Have

· Entra Connect or Hybrid Deployment

· On Prem to Cloud Migrations

· DKIM/DMARC Deployment

· New Customer Onboarding

· Creating RMM Sites and Policies

· Other MDM Platforms

Bonus Points If You Have

· Skills and certifications related to Networking, Microsoft Windows Server, Microsoft 365 Administration, are highly favored.

· Comp TIA Security+, CySA+, CCNA, AZ-104, or equivalent - completed or demonstrably completed

· 3+ Years in MSP service desk or field engineering with T2-T3 escalation experience

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off, * 401(k)
• 401(k) matching
• Health insurance
• Paid time off

EXL Technical, founded in 2010, is an MSP serving small to medium-sized businesses in the greater Houston area. We are expanding and looking to grow our team. Position is on-site at our Houston office and requires additional travel to local sites around town.