What are the responsibilities and job description for the L3 Engineer position at Complete Network Support?
Job Description
Seeking a highly skilled and experienced Level 3 engineer to join our team. In this role, you will provide escalated technical support, resolve complex issues, and make significant contributions to our company's success. You will also play a vital role in maintaining and enhancing our internal IT infrastructure. We seek a motivated and results-driven individual with an entrepreneurial mindset, a strong understanding of modern IT infrastructure, and a passion for delivering exceptional customer service.
Key required skills: Teams / SharePoint / Power Automate / Azure Virtual Desktop
Hybrid role: Camarillo, CA (must live in/near the area)
Key Responsibilities:
● Serve as the highest-tier escalation point for the most complex and persistent technical issues across all client environments, including on-premises infrastructure, cloud platforms, networking, security, and critical applications.
● Provide expert-level troubleshooting and problem resolution for all aspects of Microsoft’s 365 Collaboration Toolset (Team, SharePoint, OneDrive).
● Be the recognized subject matter expert and "go-to" resource for the entire L3 team, providing guidance and insights on a wide range of technologies and complex solutions.
● Provide timely and effective technical support to clients, ensuring their systems run smoothly and meet their business needs.
● Maintain and enhance critical internal IT infrastructure, including servers, networks, applications, and systems, to ensure optimal performance and reliability.
● Proactively monitor and maintain critical client infrastructure, including servers, networks, applications, and systems, anticipating potential issues and implementing preventative measures.
● Create, maintain, and update comprehensive technical documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides, setting a high standard for quality and detail.
Qualifications:
● Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent extensive professional experience (minimum 5 years in advanced IT infrastructure roles).
● Demonstrated track record of successfully resolving complex client challenges.
● Proven ability to troubleshoot and resolve highly complex, ambiguous technical issues with minimal supervision, consistently identifying root causes and implementing effective, long-term solutions.
● Proven expertise and deep understanding across a broad spectrum of modern IT infrastructure:
○ Microsoft Modern Workplace: Expert-level ability to troubleshoot and resolve issues within Azure Virtual Desktop, Microsoft 365, Teams, SharePoint, Intune, and Power Automate ensuring seamless user experiences that incorporate security and compliance capabilities.
○ Windows Server Administration: Expert proficiency in Active Directory design, implementation, and troubleshooting; advanced GPO management; and advanced knowledge of DNS, DHCP, and IIS, including clustering, high availability, and performance optimization.
○ Networking: In-depth knowledge of TCP/IP, routing protocols, switching technologies, network security, and firewall management in complex and hybrid environments.
○ Virtualization: Advanced experience with VMware and/or Hyper-V, including virtualization design, implementation, and management.
● Well-versed in supporting and troubleshooting backup and recovery solutions, as well as disaster recovery planning. Veeam experience is a plus.
● Excellent verbal and written communication skills, with the ability to articulate technical information clearly and concisely to both technical and non-technical audiences.
● Highly approachable and collaborative, fostering an environment where team members feel comfortable seeking guidance and escalating complex issues.
● Ability to work effectively within a team and collaborate with colleagues across departments.
● Eligible to work for any U.S. employer without requiring sponsorship at any time.
● Currently reside in the Camarillo, CA, area and willing to work onsite in a hybrid manner (onsite more days during the first few months and then moving to two onsite days).
● Able to pass a background check and drug screen.
Preferred Skills:
● Progressive experience in a Managed Services Provider (MSP) environment.
● Extensive experience with ConnectWise Automate and/or ConnectWise Manage.
● Industry certifications such as Microsoft Certified: Azure Virtual Desktop Specialty, Microsoft Certified: Azure Solutions Architect Expert, CompTIA Network , CompTIA Security , AWS Certified Solutions Architect.
● Strong understanding of ITIL or other IT service management frameworks.