Level 3 Support Engineer

Job Description

Job Description

FeatherShark is looking for a Level 3 Support Engineer to join our growing team!

Are you the person your team comes to when nobody else can figure it out? Are you willing to say the hard thing when something isn't being done right, even when the person who needs to hear it is your boss? If so, then FeatherShark would like to talk to you.

This is the top of our technical support desk escalation path before incidents move to the network administration team. You're the person who can drop into any environment cold and find what nobody else could. You'll own the hardest infrastructure, networking, and security troubleshooting we have, and you'll set the technical standard for the whole desk.

About the Company

FeatherShark is a Managed IT Services provider focusing on serving Fire and EMS Agencies in the Midwest. We help our clients unlock the power of technology so they can do their best work. This position is in-person at our Chesterfield, MO office.

Things you'll do in this role:

• Own the complex, systemic problems that nobody else on the desk can crack, all the way to root cause

• Troubleshoot and maintain client infrastructure: servers, virtualization, routing, firewalls, and VPNs

• Be our hands-on responder when Huntress flags a compromised account or endpoint, and see the incident through to resolution

• Automate the repetitive stuff with PowerShell and Python, and put AI to work where it genuinely helps

• Own our knowledge base and what "good" looks like in it, so the next person doesn't have to solve the same problem twice

• Help set our technology standards

• Run a weekly technical drill for the team and mentor specific Level 1 technicians

• Define what should escalate and what shouldn't

• Hold your teammates to the standard in the moment. Phones answered, tickets updated, process followed

• Take your turn in our on-call rotation

To qualify for consideration, you must:

• Have worked with real production infrastructure, not just endpoints

• Understand routing, firewalls, VPNs, VLANs, TCP/IP, DNS and DHCP at depth. Bonus points for network certifications

• Know Windows Server, Active Directory, Group Policy and Microsoft 365 administration cold. Experience with Google Workspace administration a plus.

• Have hands-on security experience, including at least one incident you personally worked

• Have excellent written and verbal communication skills and communicate "in plain English"

• Be tenacious in providing great customer service

• Be able to accomplish amazing amounts of important work

• Be willing to do the unglamorous work: write the article after the ticket closes, take the ugly escalation at 4:55 on a Friday

• Be optimistic and enthusiastic 

• Hold a high bar and still be someone that people want on the team

• Be able to work in-person in Chesterfield, MO

Qualifications:

• Associate's or Bachelor's degree in a technology field, or equivalent hands-on experience

• 5+ years of IT support experience, with at least 2 at a senior or escalation level. MSP or multi-tenant experience is a strong plus, and public safety experience is even better

Benefits:

• $80,000 – $90,000 base, plus overtime and on-call pay

• Support for ongoing certifications and training

• 7 paid company holidays plus an additional 15 days paid time off for your personal sick and planned out-of-office time

• Medical, dental and vision insurance coverage available. The company pays up to 90% of employee and 50% of family premiums, depending on the type of health insurance plan you elect

• Automatic enrollment in company-paid life insurance, short-term disability and long-term disability

• 401K plan available with company match