Support Center Engineer III

We are seeking a seasoned, service-minded technologist to serve as our Site Lead - Support Center Engineer III, supporting our managed services customers either remotely or on-site so their teams always have working equipment and can get on with their jobs. You’ll be the person who can walk a customer through how a product works, answer questions about setup, configuration, upgrades, and everyday use, and get to the bottom of problems using sound diagnostic techniques, recommending fixes for common failures and escalating the tougher ones when it makes sense. Beyond your own tickets, you’ll act as the senior technical voice for the on-site team, helping raise the bar on professionalism and day-to-day service., * Take charge of incident and problem management when a major outage hits.

• Serve as the go-to technical expert and escalation point for the on-site team.
• Triage and resolve high-level escalated tickets, including complex, high-profile, or long-running customer issues.
• Build training materials and mentor on-site staff on support center and managed services best practices.
• Help new customers get onboarded smoothly.
• Contribute to automation and efficiency improvements across managed services, and help guide the development of support tools.
• Share in the on-call rotation as a technical escalation contact.
• Own the customer feedback loop, making sure experience feedback leads to real follow-up.
• Help design technology solutions for customers that originate from support center conversations.
• Make sure the technology best practices included in each customer’s service plan are actually in place.
• Provide triage, troubleshooting, and support by phone, chat, email, and ticket.
• Record all relevant end-user details in the ticketing system.
• Support users on laptops, workstations, desktops, iOS devices, and Android devices, including connectivity issues.
• Install and configure software on end-user devices such as laptops, workstations, and tablets.
• Support customer systems and networks.
• Return customer calls as needed, and bring strong problem-solving and people skills to every interaction so issues are resolved quickly.
• Test, troubleshoot, and diagnose error messages and system failures.
• Deliver Tier 1, Tier 2, and Tier 3 support.
• Confirm system backups complete successfully, and investigate backup jobs and engines when they don’t.
• Install, configure, maintain, and monitor environments spanning Windows, Linux, VoIP, PCs, storage, virtualization, mobile, servers, Microsoft 365, and networking.
• Configure, deploy, and troubleshoot device patching.
• Create and maintain client and support documentation.

• A bachelor’s degree or higher in computer science or a related field, or an equivalent mix of education and work experience.
• 8 or more years of IT engineering experience, including Windows administration.
• Industry experience developing enterprise infrastructure solutions, such as physical computing, networking, storage, or data center concepts.
• Strong hands-on experience with networking, including WAN and LAN topology and support.
• Experience installing, configuring, and setting up workstations, servers, and printers.
• Working experience building, troubleshooting, and maintaining VMware and Hyper-V virtual networks.
• Familiarity with the Microsoft product portfolio and a range of technology vendors.
• Excellent troubleshooting skills, the ability to multitask, and strong written and verbal communication.
• Ability to follow company standards and procedures.

PREFERRED QUALIFICATIONS:

• MCSE or MCITP certification, or equivalent knowledge.
• Meraki certification, or equivalent knowledge.