IT Support Specialist III (Remote)

At TruAdvantage, we strongly believe in investing in our people because we know that a company is only as good as its team members. We believe in empowering our team members, so they can learn, lead, and impact other team members and our clients. Our clients know it, feel it, and that contributes to our high client satisfaction and retention rate.  

Based in the Bay Area, TruAdvantage is an award-winning managed IT Service provider that specializes in real-time IT support, cybersecurity, cloud, and Strategic IT consulting. We believe in delivering IT solutions that can solve our client’s problems, optimize their organization and staff’s efficiency, and help them grow competitive advantage.  

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Our Core Values:   
- Partnership  
- Process  
- Growth  
- Teamwork  

Position Overview:    
The IT Support Specialist III  is a highly experienced technical leader responsible for resolving complex issues, driving high-quality service delivery, and mentoring junior engineers. This role acts as a primary escalation point for advanced technical issues while also contributing to project execution, client strategy, and service improvement initiatives. You will operate with a high degree of autonomy, balancing technical depth with strong communication and client management skills in a fast-paced managed services environment.   

Location:  Remote (United States)  
Bay Area preferred; open to remote candidates across the United States. Candidates located in the Bay Area may participate in occasional in-person collaboration. 

Schedule:   
- This role follows Pacific Time (PT) working hours, regardless of the candidate’s location.  
- Working hours are 8:30 am - 5:30 pm PT, with some flexibility. Please note that this schedule will translate to later working hours for candidates based in Eastern or Central time zones. 

Compensation and Benefits:  The total compensation range for this position is $80,000–$120,000 annually. Compensation will vary based on factors such as skills, experience, and location. This range reflects the company’s good faith estimate of base pay in compliance with applicable pay transparency laws, including those in California, Colorado, New York City, and Washington. Compensation may be adjusted based on the candidate’s work location. 

In addition to base salary, this position may be eligible for discretionary bonuses. TruAdvantage offers a comprehensive benefits package, including medical, dental, vision, retirement plans, and paid time off. 

Position Responsibilities:  
Technical Leadership & Escalation   
- Serve as the escalation point for complex technical issues across infrastructure, networking, and cloud environments  
- Diagnose and resolve advanced issues in Microsoft, networking, and virtualization stacks  
- Lead root cause analysis and problem resolution efforts  
- Provide guidance and mentorship to Level 1 and Level 2 engineers  

Service Delivery & Operations   
- Complete tickets and projects within SLA and quality standards  
- Ensure all scheduled work is properly tracked and executed  
- Participate in on-call rotation as required  
- Maintain accurate and detailed time entries and documentation  

Client Engagement   
- Act as a trusted technical advisor for clients, including participation in client meetings (pre- and post-sales)  
- Communicate effectively with both technical users and executive stakeholders   
- Manage high-pressure situations and provide clear guidance during critical incidents 

Project Execution  
- Lead or contribute to infrastructure projects including system upgrades, migrations, and implementations  
- Conduct pre-project planning, scoping assistance, and client briefings  
- Deliver projects on time or manage expectations effectively when risks arise  

Process & Continuous Improvement   
- Develop and maintain technical documentation and standard operating procedures  
- Identify service trends and recommend improvements  
- Ensure adherence to company processes, SLA requirements, and documentation standards  

Technical Expertise:   
Core Technologies  
- Microsoft Windows Server, Active Directory, Azure  
- Microsoft 365 / Exchange (Online & Hybrid)  
- Networking: Meraki hardware, TCP/IP, VLANs, routing, switching, VPNs, firewalls  
- Remote access technologies (RDS, Azure VDI, VPN)  
- Backup, disaster recovery, and cybersecurity solutions  

Infrastructure & Datacenter   
- Virtualization: VMware, Hyper-V  
- Storage and high availability (SANs, clustering, load balancing)  
- Enterprise backup systems (Datto, MSP360, Azure)  
- DNS, DHCP, and network services  

Additional Knowledge (Preferred)  
- SQL Server and database fundamentals  
- Wireless networking technologies  
- Non-Cisco firewalls (e.g., Ubiquiti, SonicWall, Fortinet)  
- Basic knowledge of Linux  

Knowledge, Skills, and Abilities   
- Strong troubleshooting and analytical skills across complex environments  
- Excellent communication and client service skills  
- Ability to work independently and manage competing priorities  
- Strong documentation and organizational abilities  
- Proven ability to mentor and develop junior engineers  
- Ability to quickly learn and apply new technologies  
- High attention to detail and ownership mindset  
- Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span  

Operational Expectations   
- Maintain daily time entry (minimum of 8 hours documented)  
- Consistently produce high client satisfaction (“Awesome” feedback)  
- Meet documentation standards across all client environments  
- Knowledge of IT applications, processes, software, and equipment  

Qualifications:  
- Bachelor’s or associate degree in computer-related field, with courses in computer science   
- Three to eight years related experience OR Equivalent combination of education and experience.   
- Minimum 4 years’ experience - Active Directory Support, Microsoft Windows and Server Support, Microsoft Azure Support  
- Minimum 4 years’ experience - Switches/VPN/vLAN/Routing/Firewalling Support   
- Minimum 4 years’ experience – Productivity Suites (Microsoft 365/Google Workspace)  
- Minimum 4 years’ experience - Server Hardware Technologies (CPU/RAID) Support   
- Minimum 4 years’ experience - Data Backup and Recovery Support, Enterprise Antivirus Support, Cyber-Security Solutions and Support   
- Have multiple certifications, high skill level.  Certifications in the following areas are preferred: Microsoft 365 and Azure, CompTIA+, ITIL, Cyber Security  

Equal Employment Opportunity: 
TruAdvantage is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law. 

TruAdvantage is committed to providing reasonable acc ommodations for qualified individuals with disabilities throughout the hiring process.