Sr. Support Engineer - Level 3

In this role, you’ll serve as our senior technical escalation resource, resolving complex IT challenges, designing technology solutions, and leading infrastructure and systems projects for our managed service clients. This is a hands-on, senior-level position that combines advanced technical support, systems engineering, solution design, project implementation, and client consultation. You’ll work independently to diagnose complex issues, develop practical solutions, and take ownership of technical outcomes from initial design through implementation. You’ll also serve as a trusted technical resource to our Level 1 and Level 2 technicians, helping strengthen our team’s technical capabilities and service delivery.

While this is a remote position, candidates must live in the Gainesville, FL area to travel to client locations is required as needed for projects, complex technical issues, assessments, implementations, and other client engagements.

As the Senior Support Engineer (Level 3) you will have the opportunity to support our clients in a variety of areas:

Advanced Technical Support & Troubleshooting

• Serve as the primary Level 3 escalation point for complex technical issues beyond Level 1 and Level 2 support.
• Diagnose and resolve complex infrastructure, network, and systems issues, identifying root causes and implementing long-term solutions.
• Lead technical troubleshooting and recovery efforts involving infrastructure failures, security incidents, backup failures, and business continuity events.
• Identify opportunities to improve system performance, reliability, and operational efficiency.

Systems Engineering & Infrastructure Management

• Provide advanced support for Microsoft technologies, including Microsoft 365, Azure, Entra ID, Active Directory, Windows Server, Group Policy, DNS, and DHCP.
• Support and troubleshoot networking infrastructure, including LAN/WAN, switching, routing, firewalls, VPNs, and wireless technologies.
• Administer virtualization platforms, including Hyper-V and VMware, along with associated storage, backup, and disaster recovery systems.
• Evaluate client environments and recommend improvements related to infrastructure modernization, standardization, and risk reduction.

Solution Architecture & Project Engineering

• Design and implement technology solutions aligned with client business needs, security requirements, operational priorities, and budgets.
• Lead technical projects involving Microsoft 365 and Azure deployments, server and virtualization implementations, network upgrades, firewall deployments, cloud migrations, and infrastructure modernization.
• Develop technical requirements, solution architectures, implementation plans, configurations, testing procedures, and project documentation.
• Take ownership of technical project outcomes, ensuring work meets established scope, timelines, and quality standards.
• Identify and communicate project risks, resource needs, and potential scope changes.

Cybersecurity, Backup & Disaster Recovery

• Troubleshoot and support cybersecurity solutions, including endpoint protection, Managed Detection and Response (MDR), identity security, MFA, firewalls, and email security.
• Support backup, disaster recovery, and business continuity technologies to strengthen client system reliability and data protection.
• Participate in complex security incidents, infrastructure recovery, and other critical technical response activities.
• Recommend security improvements and risk mitigation strategies based on client environments and industry best practices.

Automation & Technical Process Improvement

• Develop scripts and automation tools using PowerShell or similar technologies to improve troubleshooting, monitoring, and service delivery.
• Establish and maintain technical standards, procedures, documentation, and best practices.
• Identify opportunities to streamline processes, standardize configurations, and improve operational efficiency.
• Stay current on emerging Microsoft, cloud, networking, virtualization, cybersecurity, and infrastructure technologies.

Client Consultation & Technology Advisory

• Partner directly with clients to understand business and technical requirements and recommend practical, scalable technology solutions.
• Provide technical input for infrastructure assessments, technology roadmaps, lifecycle planning, and advisory engagements.
• Explain complex technical recommendations to business owners, executives, and other stakeholders in a clear, professional manner.
• Communicate project progress, technical challenges, and recommend solutions throughout client engagements.

Technical Leadership & Service Delivery

• Mentor Level 1 and Level 2 technicians through technical coaching, troubleshooting guidance, documentation, and knowledge sharing.
• Serve as a senior technical resource for the team without formal supervisory responsibilities.
• Manage service and project tickets in ConnectWise, maintaining accurate documentation, time entries, expenses, status updates, and resolutions.
• Balance multiple client priorities while maintaining high standards for technical quality, responsiveness, and client service.
• Occasional out-of-town travel with overnight stays may be required for work at other James Moore locations, conferences, client visits, company events, and meetings.

• 7+ years of progressive IT experience, including significant experience supporting business or managed service provider (MSP) environments.
• Experience in a senior escalation engineer, systems engineer, network engineer, or comparable technical role.
• Demonstrated ability to independently design, implement, troubleshoot, and document complex IT solutions.
• Significant hands-on experience with Microsoft environments, networking, virtualization, cloud services, and infrastructure.
• Strong hands-on experience specifically with Microsoft 365, Azure, Entra ID, Active Directory, and Windows Server.
• Advanced networking knowledge, including TCP/IP, DNS, DHCP, VLANs, routing, switching, VPNs, wireless, and firewalls.
• Experience supporting virtualization platforms such as Hyper-V and/or VMware, including associated storage and backup technologies.
• Strong understanding of cybersecurity principles, infrastructure security, and technical risk management.
• Proven experience leading or taking technical ownership of infrastructure projects.
• Strong analytical, troubleshooting, and root-cause analysis skills.
• Ability to translate business requirements into practical technical solutions.
• Excellent communication, documentation, organizational, and client relationship skills.
• Ability to work independently, manage competing priorities, and provide technical guidance to less experienced team members.

Experience We Will Value:

• Bachelor’s degree in computer science, information technology, engineering, or a related field; equivalent professional experience will be considered.
• MSP experience supporting multiple client environments.
• Experience with Microsoft Azure and Microsoft 365 architecture, deployments, and migrations.
• Experience with cybersecurity technologies, MDR, endpoint protection, identity security, and incident response.
• Proficiency with PowerShell scripting and automation.
• Experience with backup, disaster recovery, business continuity, and infrastructure lifecycle planning.
• Experience presenting technical recommendations to business owners, executives, and senior stakeholders.
• Relevant professional certifications, such as:
• Microsoft Azure or Microsoft 365 certifications
• Cisco CCNA or equivalent networking certification
• VMware VCP
• CompTIA Security+ or equivalent
• Vendor-specific firewall or cybersecurity certifications
• Other relevant cloud, infrastructure, or networking certifications, All offers are contingent on the satisfactory outcome of a background check including a criminal record check, reference check, credit check, valid driver’s license check, a valid driver’s license and acceptable driving record are required, and employment and education verifications.

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.

• A career with room to keep growing. Competitive compensation along with opportunities for continued professional development, training, and career advancement.
• Flexibility in how work fits into your life. Flexible schedule options, paid parental leave, and a summer schedule.
• Time away that we expect you to actually use. Flexible PTO with a minimum expectation of at least two weeks away from work each year, including one consecutive week.
• Meaningful time to recharge. Twelve paid holidays, including a full week of winter break in December.
• Strong health coverage. Two comprehensive healthcare options, along with dental and vision insurance for full-time employees.
• A meaningful retirement contribution. James Moore contributes 4-5% annually to your 401(k), regardless of your personal contribution.