Senior IT Technician / Solutions Engineer (Level 3)

Project delivery is the primary focus of this role. The balance between project work, sales engineering, and advanced troubleshooting will vary with business needs. Our Service Manager coordinates priorities and adjusts workloads accordingly., * Lead and implement client projects involving Windows Server, Microsoft 365 migrations, virtualization, networking, firewalls, backup, and security solutions.

• Own assigned technical projects from approved scope through planning, implementation, testing, documentation, and handoff.
• Develop implementation plans identifying labor requirements, materials, dependencies, risks, and rollback procedures.
• Keep assigned project milestones and status current in ConnectWise.
• Deliver work within approved scope and labor budgets, identifying blockers, scope changes, and potential overruns early.

Solution Design and Sales Engineering

• Work with the CEO as part of the sales team on technical discovery, site surveys, and client environment assessments.
• Design reliable, secure, and cost-effective solutions that meet client requirements.
• Prepare technical scopes of work, equipment specifications, bills of materials, and labor estimates.
• Support proposal development and explain technical recommendations clearly to clients.

Advanced Troubleshooting

• Serve as a senior escalation resource for complex technical issues assigned through the Service Manager.
• Diagnose infrastructure, networking, cloud, and security problems using a systematic troubleshooting approach.
• Perform root cause analysis and recommend corrective actions for significant or recurring issues.
• Provide technical guidance to other technicians as needed.
• Escalate risks and issues requiring additional expertise with documented findings and recommended next steps.

Documentation and Client Communication

• Provide clear updates on project progress, implementation schedules, and decisions needed from clients.
• Maintain accurate technical documentation and complete handoffs to the Service Manager and support team.
• Follow company technical standards and contribute practical improvements to implementation and troubleshooting procedures.

What Success Looks Like

We evaluate this role on project delivery, technical quality, sound judgment, client communication, and contribution to profitable work. Expectations include:

• Client delivery: Target approximately 20-24 hours per week of approved client-billable engineering work when sufficient work is available. This includes planning, implementation, testing, documentation, and handoff covered by the approved project scope.
• Project ownership: Keep assigned work moving, meet agreed milestones, and communicate risks before they become missed commitments.
• Accurate scoping: Produce clear implementation plans and realistic labor estimates.
• Technical independence: Resolve most assigned advanced issues independently while recognizing when to seek additional expertise.
• Time accountability: Accurately record client delivery, sales engineering, and internal work in the appropriate ConnectWise records.

Workload expectations are balanced against project complexity, sales engineering demand, assigned escalations, and available work.

Reporting and Collaboration

This position reports to the Service Manager, who owns scheduling, workload priorities, resource coordination, and performance accountability. You will also work directly with the CEO as part of the sales team on discovery, solution design, and project scoping, with competing priorities coordinated through the Service Manager.

• Five or more years of progressive professional IT experience, including independently delivering infrastructure projects.
• Strong experience with Windows Server, Active Directory, Group Policy, DNS, DHCP, and Microsoft 365.
• Experience with Microsoft Entra ID, identity management, and Microsoft 365 migrations.
• Strong networking fundamentals, including VLANs, routing, switching, VPNs, firewalls, and troubleshooting.
• Experience with virtualization platforms such as Hyper-V or VMware.
• Experience implementing backup, disaster recovery, and business continuity solutions.
• Ability to develop technical project scopes, implementation plans, and labor estimates.
• Strong troubleshooting, documentation, organization, and client communication skills.
• Ability to manage multiple assigned priorities and communicate when deadlines or requirements conflict.
• Comfortable working in-office and at client sites, with a valid driver’s license and reliable transportation for client visits.
• Due to client-site policies, we require adherence to a smoke-free environment., * Previous MSP experience supporting multiple client environments.
• Experience with ConnectWise PSA/Manage or a comparable platform.
• Experience with Microsoft Azure, hybrid infrastructure, and cloud migrations.
• Experience with SonicWall, Fortinet, UniFi, or comparable platforms.
• Experience with endpoint security and vulnerability remediation.
• Previous involvement in technical discovery, site surveys, or presales solution design.
• Relevant Microsoft, networking, virtualization, or security certifications.

This full-time position offers an annual salary of $75,000-$100,000. Benefits include medical, dental, and vision plans, an IRA with employer match, paid time off, and paid holidays., Benefits of Working for Computer Business

• Medical, dental, and vision plans; 50% employer contribution toward healthcare coverage.
• IRA with 4% employer match.
• Paid time off and paid holidays.
• Certification support, professional development, and gym membership discounts.
• Company-issued laptop, phone, and other devices.
• Team-building activities, lunch and learns, and employee events.
• Company-provided snacks, fruit, and beverages.
• Hybrid remote work may be considered after demonstrated proficiency, based on business needs.

We are a well-established and fast-growing Managed IT Services Provider (MSP) serving businesses across healthcare, legal, construction, financial, and professional services industries. We specialize in service desk and helpdesk support, cybersecurity, cloud solutions, and IT infrastructure management.

Join us and grow your career in a company that values excellence and professional development!