Job Description
Job DescriptionOne of Houston's leading Managed Service Providers (MSPs) is seeking an experienced, customer-focused Level 3 IT Support Engineer to join our growing team. We're looking for a motivated IT professional who enjoys solving complex technical challenges, delivering exceptional client service, and collaborating with a team dedicated to excellence.
As a Level 3 Engineer, you will serve as a senior technical resource, providing advanced support for client environments while mentoring teammates and taking ownership of issues through to resolution.
What You'll Do
- Deliver outstanding customer service while ensuring every client interaction exceeds expectations.
- Accurately document time entries daily, accounting for an 8-hour workday plus a 1-hour lunch.
- Maintain thorough and up-to-date documentation of client networks and environments.
- Install, configure, and troubleshoot VoIP telephone systems.
- Respond to and complete Time & Materials (T&M) service requests.
- Deploy and support business continuity and disaster recovery solutions.
- Administer and troubleshoot Microsoft 365 and Google Workspace environments.
- Install, configure, and troubleshoot desktop and server hardware, including storage, networking, and peripheral components.
- Install, configure, and support Windows Server environments.
- Diagnose and resolve advanced network, server, workstation, cloud, and security issues.
- Take ownership of assigned projects and service requests through successful completion.
- Prioritize multiple tasks while maintaining attention to detail in a fast-paced environment.
- Research and learn new technologies independently.
- Communicate technical concepts clearly to both technical and non-technical audiences.
- Collaborate with teammates, share knowledge, and contribute to continuous improvement.
- Participate in the on-call rotation to provide after-hours support as scheduled.
Qualifications
Required Experience
- 5+ years of IT engineering or systems administration experience in a Managed Service Provider (MSP) environment.
- 5+ years of experience with:
- Switching, VLANs, routing, and firewall administration
- Server hardware technologies, including RAID, storage, and server platforms
- Backup and disaster recovery solutions
- Corporate antivirus and endpoint security
- VPN configuration and troubleshooting
- Microsoft Azure and/or Amazon Web Services (AWS)
Preferred Certifications
Candidates with one or more of the following certifications are encouraged to apply:
- Microsoft Certified Professional (MCP)
- Microsoft Certified IT Professional (MCITP)
- Cisco CCNA, CCDA, or CCNP
- CompTIA Network+
- CompTIA Project+
- Apple certifications
Equivalent certifications and relevant experience will also be considered.
What We're Looking For
- Strong troubleshooting and analytical skills.
- Excellent communication and customer service abilities.
- Dependable, organized, and accountable.
- Ability to work independently while contributing to a collaborative team.
- Consistent history of positive client feedback.
- Commitment to high-quality work and professional growth.
Additional Requirements
- Ability to lift and move computer equipment weighing up to 50 pounds.
- Reliable transportation.
- Ability to commute to our Houston office.
Education
- Bachelor's degree preferred.
Additional Experience
- Minimum of 4 years of customer service experience.
Language
- English (Required)
Compensation
Salary: Commensurate with experience and qualifications
Schedule
- Full-time
- Monday-Friday
- 9-hour shift (8 work hours plus a 1-hour lunch)
- Rotating on-call schedule, including occasional weekends
Work Location: In person (Houston, TX 77066)