What are the responsibilities and job description for the L3 Desktop Support #986813 position at Dexian?
Job Title: Level 3 Support Desk Engineer w/ MSP exp
Location: Tampa, FL (Onsite)
Position Type: Full-Time
Position Overview:
We are seeking an experienced and highly skilled Level 3 Support Desk Engineer to join our growing team in Tampa, FL. This key position offers the opportunity to provide expert-level technical support to our MSP client base, focusing on core IT systems such as Azure, Microsoft 365, firewalls, backups, and network components. This role requires strong troubleshooting skills, excellent customer service, and the ability to manage and resolve complex IT issues independently.
You will work closely with internal teams and vendors, provide hands-on technical support (onsite for the first 3-6 months), and ensure that client systems are running efficiently, securely, and in compliance with industry standards.
Responsibilities:
- Provide Tier 1 to Tier 3 support for technical issues via phone, email, and chat, ensuring rapid resolution in line with SLAs.
- Manage and support core IT systems including Azure infrastructure, Microsoft 365, firewalls, backups, network components, and other applications.
- Troubleshoot and resolve a wide variety of technical issues such as:
- Firewall and VPN issues
- Server and Active Directory complications
- Microsoft Teams and SharePoint errors
- Domain namespace issues
- Email delivery failures
- Backup and recovery challenges
- Virtualization issues (VMware, Hyper-V)
- Security and compliance-related problems
- Provide expert-level remote and onsite support for client systems, focusing on Microsoft core applications and virtual environments.
- Maintain documentation of client systems, configurations, and network changes, ensuring proper record-keeping.
- Assist with system migrations, upgrades, and enhancements as needed.
- Participate in on-call rotations to support urgent, after-hours network issues.
- Mentor and support Level 1/2 technicians, providing guidance and troubleshooting assistance.
- Evaluate and prioritize service requests, collaborating with internal teams to resolve issues effectively and escalate when necessary.
- Security Best Practices: Implement firewall rules, access control policies, and threat detection measures to ensure system integrity.
- Ensure compliance with industry standards such as HIPAA, CMMC, and PCI-DSS.
- Provide feedback and recommendations for system improvements and new technology adoption.
Required Qualifications:
- 5 years of experience working in an MSP environment.
- 10 years of overall IT experience with a strong technical background.
- Microsoft certifications required:
- AZ-104: Microsoft Azure Administrator or
- Microsoft Certified Systems Engineer (MCSE) 2016 or newer.
- Hands-on experience with the following:
- Microsoft Entra ID, Azure, Intune, Autopilot, Active Directory
- Windows Server & Desktop Operating Systems
- Network components (switches, wireless access devices, VLANs)
- Hypervisors, ISCSI, and vSAN administration
- Backup and disaster recovery solutions (Datto, Veeam)
- Proficiency with ticketing systems like ConnectWise, ServiceNow, Autotask.
- Personal vehicle for travel to client sites.
- Personal mobile phone for communication and multi-factor authentication.
Desired Qualifications:
- Additional certifications such as:
- MS-102: Microsoft 365 Administrator
- VMware Certified Professional (Data Center Virtualization)
- Cisco CCNA
- Fortinet Certified Professional (Network Security)
- JNCIA-Junos and JNCIA-MistAI (Wired/Wireless)
- Experience in Automation and Orchestration tools.
- Experience with cloud migration projects and strategies.
- Previous experience in a professional services role.
Competencies:
- Strong problem-solving and troubleshooting skills.
- Proactive, organized, and self-motivated with excellent time management.
- Strong communication skills, both verbal and written.
- Ability to multi-task and prioritize in a fast-paced environment.
- Ability to work both independently and as part of a team.
- Detail-oriented with a professional attitude and positive demeanor.
Physical Requirements:
- Ability to lift up to 15 pounds.
- Vision to read printed materials and a computer screen.
- Hearing and speech to communicate in person and/or over the phone.
- Ability to sit or stand for extended periods.