Senior Systems Engineer / Tier 3 Service Desk Tech

- Act as the ultimate escalation point for intricate or high-stakes technical challenges - Take full ownership of critical incidents, leading to complete resolution, root cause analysis, and preventative measures - Provide a calm, professional, and confident presence during outages or urgent scenarios - Execute advanced troubleshooting across servers, networks, security infrastructures, and cloud environments - Maintain clear communication with clients regarding impacts, timelines, risks, and subsequent steps - Handle escalated tickets utilizing our PSA/ticketing system and ensure thorough documentation of troubleshooting processes, solutions, and outcomes - Enhance and sustain system documentation using platforms such as IT Glue or Hudu - Detect recurring issues and suggest permanent resolutions instead of temporary fixes - Deconstruct complex problems into manageable tasks where applicable - Administer and troubleshoot: - Windows Server (Active Directory, DNS, DHCP, GPO, file/print management, basic virtualization) - Microsoft 365 / Entra ID (Azure AD), Exchange Online, SharePoint, OneDrive - Security policies, conditional access, MFA, and hybrid setups - Oversee virtualization platforms like VMware and/or Hyper-V and conduct server migrations, updates, snapshots, and recovery tasks - Set up and resolve issues related to firewalls and VPNs (SonicWall, Meraki, FortiGate, etc.) - Analyze routing, switching, VLANs, Wi-Fi, DNS, and performance challenges in small to medium-sized business settings - Provide support for endpoint and perimeter security including: - Antivirus / Endpoint Detection Response - Patch management - Backup & BCDR strategies - MFA and compliance-centric hardening (knowledge of HIPAA / CMMC concepts may apply) - Maintain a security-first approach in all technical decisions - Utilize daily a range of RMM and PSA platforms (ConnectWise, NinjaOne, Autotask, etc.) - Develop and sustain PowerShell scripts and automation for increased efficiency - Validate monitoring systems, alerts, and automated tasks for precision and effectiveness - Contribute to standard operating procedures, guidelines, and technical best practices - Lead or significantly participate in various projects including: - Server and network installations - Microsoft 365 migrations - Firewall implementations - Office/site relocations - Perform requirements gathering and technical planning - Keep stakeholders updated on project progress, risks, and dependencies - Provide light pre-sales or virtual CIO (vCIO) support as necessary (technical validation, recommendations) - Mentor and direct Tier 1 and Tier 2 technicians - Assist in making technical decisions and providing escalation guidance - Elevate the overall technical standards of the service desk - Identify opportunities for enhancements and engage in operational improvements