Level 3 Technical Lead

Location: Oneonta, NY | Type: Full-Time | Reports to: VP of Operations

Brightworks IT is a growing managed services provider delivering IT support, cybersecurity, and cloud services to hundreds of clients across the Northeast, Mid-Atlantic, and Midwest. Our regional offices support law firms, manufacturers, healthcare organizations, staffing agencies, and professional services clients with proactive IT management and responsive expert support.

We are hiring a Level 3 Technical Lead to be the senior technical anchor for our Oneonta team. You will own our most complex client escalations, mentor Tier 1/2 engineers, and act as the point of contact for our largest and most technically demanding accounts.

You are the person the team calls when the fix isn't in the runbook — server migrations, network redesigns, Active Directory rebuilds, security incident response, and the difficult client conversations that come with them.

• Own Escalations: Serve as the highest technical escalation point for the Oneonta team; take ownership of the tickets that Tier 1/Tier 2 can't resolve and drive them to closure
  
• Lead Projects: Scope, plan, and execute infrastructure projects — server deployments, M365 tenant migrations, network refreshes, firewall replacements, backup/DR implementations
  
• Mentor the Team: Coach mid-level engineers through hard problems; review their work, run tech-share sessions, and raise the technical bar of the office
  
• Client Relationships: Act as the trusted technical advisor for a portfolio of key accounts, including quarterly reviews, roadmap conversations, and standards enforcement
  
• Architecture & Standards: Contribute to Brightworks' standards for Windows Server, M365, networking, security tooling, and backup; help shape how we deliver at scale
  
• Security Incident Response: Lead investigation and remediation of EDR incidents, phishing events, and account compromises, working alongside our SOC partner
  
• Own the Hard Tickets: Manage a complex ticket queue in ConnectWise Manage; document thoroughly, communicate proactively, and hit SLA on P1/P2 work
  
  

• 5 years in IT support, systems engineering, or MSP environments — with at least 2 years at a senior/lead level
  
• Deep expertise in Windows Server (2016–2022), Active Directory, Group Policy, DNS, DHCP, Certificate Services
  
• Advanced Microsoft 365 administration — Exchange Online, Entra ID (Azure AD), Conditional Access, Intune, SharePoint, Teams
  
• Strong networking background — firewalls (SonicWall, Fortinet, Meraki), VLANs, VPN (site-to-site client), routing/switching fundamentals
  
• Experience leading infrastructure projects end-to-end — scoping, planning, executing, documenting
  
• Comfortable owning client-facing conversations — you can explain a technical trade-off to a non-technical executive without losing either side
  
• Hands-on with RMM/PSA tooling — ConnectWise Manage, Kaseya, Datto RMM, ConnectWise Automate
  
• PowerShell proficiency for automation and administration
  
• Ability to work onsite in Oneonta with occasional travel to client sites in the region
  
  

• Microsoft certifications (MS-102, AZ-104, AZ-500, or MCSE)
  
• CompTIA Security , CySA , or equivalent
  
• Experience with SentinelOne, CrowdStrike, or similar EDR platforms
  
• Familiarity with Datto BCDR, Veeam, Axcient for backup/DR
  
• Prior MSP experience — you understand ticketing, dispatch, and utilization targets
  
• Experience with VMware/Hyper-V virtualization
  
  

• Competitive salary — $95,000 – $130,000 annually, based on experience and location
  
• Certification reimbursement and paid study time
  
• Health, dental, and vision insurance
  
• 401(k) with company match
  
• Real leadership opportunity — you will shape how the Oneonta office operates
  
• Direct exposure to executive leadership; growth path into Principal Engineer or Regional Technical Manager
  

Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.