Managed Services L3 Engineer

Job Description Job Description Complete seeks a highly skilled and experienced Level 3 engineer to join our team. In this role, you will provide escalated technical support, resolve complex issues, and make significant contributions to our company’s success. You will also play a vital role in maintaining and enhancing our internal IT infrastructure. We seek a motivated and results-driven individual with an entrepreneurial mindset, a strong understanding of modern IT infrastructure, and a passion for delivering exceptional customer service.

Key Responsibilities:
Serve as the highest-tier escalation point for the most complex and persistent technical issues across all client environments, including on-premises infrastructure, cloud platforms, networking, security, and critical applications.
Provide expert-level troubleshooting and problem resolution for all aspects of existing Azure Virtual Desktop (AVD) environments, including performance optimization, complex user profile issues, and integration challenges.
Provide timely and effective technical support to clients, ensuring their systems run smoothly and meet their business needs.
Create, implement, monitor, and troubleshoot client backup and recovery solutions to ensure data integrity and successful restoration procedures.
Maintain and enhance critical internal IT infrastructure, including servers, networks, applications, and systems, to ensure optimal performance and reliability.
Proactively monitor and maintain critical client infrastructure, including servers, networks, applications, and systems, anticipating potential issues and implementing preventative measures.
Create, maintain, and update comprehensive technical documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides, setting a high standard for quality and detail.

Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent extensive professional experience.
Minimum of 5+ years of progressive experience in a Managed Services Provider (MSP) environment, with a demonstrated track record of successfully resolving complex client challenges across diverse IT landscapes.
Exceptional ability to troubleshoot and resolve highly complex, ambiguous technical issues with minimal supervision, consistently identifying root causes and implementing effective, long-term solutions.
Proven expertise and deep understanding across a broad spectrum of modern IT infrastructure:
Azure Virtual Desktop (AVD): Expert-level troubleshooting experience for existing AVD environments, including advanced performance tuning, complex user profile issues, application delivery, and intricate network/identity integrations.
Windows Server Administration: Expert proficiency in Active Directory design, implementation, and troubleshooting; advanced GPO management; and advanced knowledge of DNS, DHCP, and IIS, including clustering, high availability, and performance optimization. Experience with Windows Server automation and scripting (PowerShell) for complex tasks.
Networking: In-depth knowledge of TCP/IP, routing protocols, switching technologies, network security, and firewall management in complex and hybrid environments.
Virtualization: Advanced experience with VMware and/or Hyper-V, including virtualization design, implementation, and management at an enterprise level; experience with clustering, high availability, and disaster recovery in virtualized environments; and knowledge of virtualization automation and orchestration.
Microsoft Modern Workplace: Expert-level ability to troubleshoot and resolve issues within Microsoft 365, Teams, SharePoint, and Intune, ensuring seamless user experiences, including advanced security, compliance, and automation capabilities.
Backup and Recovery: Proven experience in designing, implementing, and troubleshooting backup and recovery solutions and disaster recovery planning, including in-depth knowledge of backup methodologies, technologies (e.g., Veeam), and best practices.
Exceptional verbal and written communication skills, with the ability to articulate highly technical information clearly and concisely to both technical and non-technical audiences, including senior leadership and clients.
Demonstrated strong leadership and mentoring abilities, with a track record of successfully guiding and developing junior engineers.
Highly approachable and collaborative, fostering an environment where team members feel comfortable seeking guidance and escalating complex issues.
Proven ability to analyze complex situations, identify root causes, and develop practical solutions, focusing on proactive problem-solving.
Ability to work effectively within a team and collaborate with colleagues across departments.

Preferred Skills:
Extensive experience with ConnectWise Automate and/or ConnectWise Manage.
Experience in configuring, managing, and analyzing data from SIEM tools to detect and respond to security threats.
Industry certifications such as Microsoft Certified: Azure Virtual Desktop Specialty, Microsoft Certified: Azure Solutions Architect Expert, CompTIA Network+, CompTIA Security+, AWS Certified Solutions Architect.
Strong understanding of ITIL or other IT service management frameworks.
Company Description Complete is a recognized leader in outsourced IT services to small and midsize businesses in the northeast, the Carolinas, California and Florida. We achieve our award-winning results by recruiting and retaining a world-class team, adhering to best-practices, delivering services consistently, and maintaining best-in-class technology partnerships. Our customers work with us because we offer high-quality, consistent service, which were able to deliver by working only with managed clients. We prize both teamwork and individual accountability. Hard work is rewarded and is balanced with personal time. We are committed to growth through aggressive sales and marketing and to longevity through sound fiscal management. Come join our growing team in a fun and dynamic work environment. We offer excellent opportunities for professional development. Company Description Complete is a recognized leader in outsourced IT services to small and midsize businesses in the northeast, the Carolinas, California and Florida. We achieve our award-winning results by recruiting and retaining a world-class team, adhering to best-practices, delivering services consistently, and maintaining best-in-class technology partnerships. Our customers work with us because we offer high-quality, consistent service, which were able to deliver by working only with managed clients. We prize both teamwork and individual accountability. Hard work is rewarded and is balanced with personal time. We are committed to growth through aggressive sales and marketing and to longevity through sound fiscal management. Come join our growing team in a fun and dynamic work environment. We offer excellent opportunities for professional development.