Senior Support Engineer - L3

Job Description

Job Description

Description

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We are looking for a highly skilled Level 3 Senior Support Engineer with substantial technology experience to join our managed services provider team. This is a 100% remote position with multiple shifts available, offering flexibility and the opportunity to work from anywhere.

Key Responsibilities

• Customer Support: Provide expert-level support to clients via phone, email, and ticketing system, ensuring all interactions are documented and tracked through the final resolution.
• Professional Services Automation: Utilize ticketing systems to manage and document customer interactions, compliance with SLAs, and track service time.
• Field Work/Onsite: Participate in client projects and onboarding, which may require travel and hands-on fieldwork such as server installations.
• On Call Support: Participate in weekend and holiday on-call rotations, providing support outside of regular hours as needed.
• Technical Leadership: Resolve most issues independently without escalation, provide guidance and mentorship to junior team members, and ensure proper escalation of higher-level issues.
• Adherence to Policies: Follow company-specific policies and procedures as outlined in the employee and technician handbooks.

Skills, Knowledge and Expertise

• Extensive experience (5+ years) with networking technologies, Microsoft software and services, and VMware virtual desktop systems, including VMWare Horizon, vSphere, ESXi, and vCenter Server.
• Strong understanding of Windows operating systems, Active Directory, and group policies, and their integration into VDI environments.
• Experience with scripting and automation using PowerShell or other relevant scripting languages.
• Excellent troubleshooting and problem-solving skills, with a proven ability to analyze and resolve complex technical issues.
• Strong communication and interpersonal skills, both verbal and written, with the ability to effectively collaborate with clients, team members, and stakeholders at all levels of the organization.
• Industry certifications such as VMWare Certified Professional (VCP), VMWare Certified Advanced Professional (VCAP), or VMWare Certified Design Expert (VCDX) are highly desirable.
• Highly motivated, self-sufficient, and able to work independently in a remote, collaborative environment.

Working Conditions

• This is a 100% remote position with office space available in the Orange County / Anaheim region if desired.
• Regular shifts with required flexibility for occasional off-hours and weekend work.
• Remote onsite work with clients may be a requirement and may involve occasional overnight travel.
• Physical requirements include standard home office environment, with some light to moderate lifting (15-50 lbs) required when working in data centers or on-site at customer locations.