Level 3 IT Support Engineer

Job Description

Job Description

One 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)