Senior Systems & Network Engineer/Helpdesk Team Lead (Tier3)

About the Role

We're looking for a highly skilled Tier 3 Systems & Network Engineer to serve as both the top technical escalation point for our helpdesk and NOC teams and the operational lead overseeing helpdesk staff and workflow across dispatch and Tier 1–3. This is a dual-track role: deep, hands-on technical ownership of the hardest problems, paired with day-to-day leadership of the people and processes that keep tickets moving — for both our clients and our internal systems.

This role is for someone who thrives on solving complex, ambiguous problems that Tier 1 and Tier 2 staff can't resolve, and who also wants a hand in building a stronger, better-run support team. You will own the hardest tickets, drive root cause analysis, oversee dispatch and ticket flow across all tiers, and mentor and manage helpdesk staff

.
Key Responsibiliti

esTechnical Escalation & Engineeri

• ngServe as the final escalation point for complex infrastructure, networking, and systems issu
• esPerform root cause analysis and document findings to reduce repeat inciden
• tsDesign, implement, and support advanced solutions across networking, server, and cloud environmen
• tsLead troubleshooting of enterprise-level issues involving multi-vendor environmen
• tsCollaborate with vendors and third parties on escalated cases and hardware/software issu
• esParticipate in architecture and engineering discussions for new client deployments or infrastructure chang
• esSupport change management processes and assist with after-hours maintenance windows as need

ed
Helpdesk & Dispatch Oversi

• ghtOversee day-to-day helpdesk operations, including dispatch, ticket queue management, and workload distribution across Tier 1, 2, and 3 st
• affMonitor SLA compliance and ticket aging across both client and internal (company) queues, and step in to rebalance or reprioritize as nee
• dedSupervise, schedule, and manage helpdesk technicians, including performance feedback, coaching, and day-to-day people managem
• entOwn quality control on ticket handling — reviewing ticket notes, escalation timing, and client communication for consistency and professional
• ismServe as a point of accountability for helpdesk performance metrics and report on team health, bottlenecks, and improvement opportunities to leaders

hip
Mentorship & Process Improve

• mentMentor Tier 1 and Tier 2 technicians through knowledge transfer and hands-on coac
• hingContribute to and maintain internal knowledge base articles, runbooks, and technical documenta
• tionIdentify recurring issues and process gaps, and drive improvements to reduce escalations and repeat tickets over

time
Required Qualifica

• tions5 years of hands-on experience in IT infrastructure support or systems/network engine
• eringPrior experience supervising, leading, or mentoring a technical team (formal management experience preferred, but strong informal/lead experience will be consid
• ered)Advanced troubleshooting skills across the follo
• wing:Networking: Firewalls (Fortinet, Cisco, Palo Alto, SonicWall), switching, routing, VPNs, VLANs,
• Wi-FiWindows Server: Active Directory, Group Policy, DNS, DHCP, DFS
• , RDSVirtualization: VMware vSphere/ESXi or Microsoft Hy
• per-VMicrosoft 365: Exchange Online, Teams, SharePoint, Intune, Conditional A
• ccessExperience with backup and disaster recovery solutions (Veeam, Datto, Acronis, or sim
• ilar)Strong diagnostic and analytical skills with the ability to work independently on complex pro
• blemsExcellent written communication for documentation, ticket notes, and team fee
• dbackComfort balancing hands-on technical escalation work with ongoing supervisory responsibil

ities
Preferred Qualific

• ationsCCNP, MCSE, VCP, or equivalent advanced certific
• ationsExperience in an MSP or multi-client support envir
• onmentPrior experience managing or leading a helpdesk, NOC, or dispatch function specif
• icallyExposure to Azure or AWS (IaaS/PaaS administration, not just
• SaaS)Scripting/automation experience (PowerShell strongly pref
• erred)Familiarity with SIEM tools, endpoint security, and basic cybersecurity co
• nceptsExperience with RMM tools (ConnectWise Automate, NinjaRMM, Kaseya,
• etc.)Experience leveraging AI tools in a technical context — prompt engineering, AI-assisted troubleshooting, automation with LLM APIs, or deploying/managing local AI
• modelsActive homelab practice — candidates who self-host, test new technologies, and experiment outside of work hours bring a level of curiosity and depth that translates directly to thi

s role
Other Requi

• rementsPhysical demands include sitting, squatting, bending, lifting, and moving during workin
• g hoursResponsibilities may change from time to time. Allied Business Solutions reserves the right to add or delete duties and responsibilities at the discretion of ABS and its exe
• cutivesThis job description is intended to describe the general level of work being performed. It is not intended to be all-in

clusive

Why Allied Business

• SolutionsAllied Business Solutions is an award-winning business technology company headquartered in Boise, Idaho, serving organizations throughout the Northwest with office technology, managed IT services, cybersecurity, and workflow solutions. As we continue to grow our Managed IT practice, we're investing in technical leadership that strengthens both our client experience and operational excellence. This role offers the opportunity to work directly with senior leadership, influence the future of our service organization, mentor the next generation of technicians, and help build scalable support processes that support our continue