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Tech Impact · 5 months ago

Senior Support Engineer Tier 3

United States

Full-time

Remote

Senior Level, Lead/Staff

$73K/yr - $80K/yr

10+ years exp

Tech Impact is a nonprofit organization dedicated to leveraging technology for social impact. The Senior Support Engineer Tier 3 is responsible for providing multi-level support, diagnosing, troubleshooting, and resolving user issues, while also managing escalated support requests and ensuring timely resolution of complex technical issues.

Non-profit Organization Management

Culture & Values

Responsibilities

Provides Tier 3 technical support to all clients

Serves as an escalation point for Tier 2 Engineers

Provides direct support on network communications issues

Available to handle inbound issues via email and phone queue

Monitors the network management system (Kaseya VSA) and responds to issues

Performs recurring network management tasks as required

Develops scripts and other monitoring improvements as required

Serve as the technical lead on implementation projects, as assigned

Provides technical support on implementation projects, as assigned

Maintains strong customer service skills when dealing with clients, vendors, and other Tech Impact partners

Provides technical sales support when engaged by the account management and sales teams

Advises Account Management of client support or recurring technical issues

Delivers on agreed-upon scopes of work as defined by approved projects

Improves knowledge of current and future technologies that may be of benefit to Tech Impact or its clients

Work with team to identify, develop, and document automation opportunities

Work with team to identify and develop new technology solutions

Provides technical project support as directed

Performs other duties as assigned

Qualification

IT infrastructure experienceData networking systemsCloud services administrationNetworking troubleshootingVMWare ESXi supportVoIP systems managementCustomer service skillsCommunication skillsProblem-solving skillsTeamwork

Required

10+ years of IT experience with a broad background in IT infrastructure

Extensive hands-on experience in deploying and maintaining data networking systems, including SonicWALL and other firewalls, Cisco Meraki switches, Ubiquiti Unifi WAPs, and more

Experience administering a cloud-based IT services/infrastructure platform (Microsoft 365, Google Workspaces, AWS, Azure etc.)

Experience configuring / administering / managing a directory server (Active Directory, LDAP, Entra ID, etc.)

Advanced understanding of networking is required. Ability to configure/troubleshoot DHCP/DNS, VLAN's, VPN, etc

Experience deploying, maintaining, and supporting VMWare ESXi and/or Microsoft Hyper-V environments

Experience managing and supporting VoIP systems

Excellent troubleshooting skills

Excellent communication, writing, analytical, and creative problem-solving skills

Excellent customer service skills, including the ability to translate technical information to non-technical users

Ability to manage multiple projects/tasks simultaneously with tight deadlines

Ability to work well in a team environment