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Senior Helpdesk Support & Project Engineer (Tier 3)Confidential • Houston, Texas, United States
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Senior Helpdesk Support & Project Engineer (Tier 3)

Confidential
  • US
    Houston, Texas, United States
  • US
    Houston, Texas, United States
Apply Now

About

*Department:* Information Technology & Infrastructure
*Reports To:* IT Infrastructure Manager
*Location:* Houston, TX
*Position Type:* Full-Time
*Company Overview*
We are a fast-growing Managed Service Provider (MSP) delivering proactive IT support, security, and infrastructure solutions to small and mid-sized businesses. Our team thrives on solving complex technical challenges, delivering exceptional client service, and continuously improving IT environments.
*Position Summary*
We are seeking a personable, highly analytical, deeply technical Tier 3 Senior IT Support & Project Engineer to join our core infrastructure team. In this role, you will serve as the ultimate internal escalation point for our corporate and client technology ecosystems, while leading the design and implementation of critical IT projects.
To succeed in this position, you need an advanced blend of deep technical mastery and high-level analytical capabilities. Because you will deal with undocumented and critical system failures, standard scripts do not work. The ideal candidate functions with a fair amount of autonomy, converting chaotic technical disruptions into stable, well-documented engineering solutions. You will combine technical expertise across Microsoft 365, hybrid cloud networks, and server environments with strong, client-facing communication skills to deliver high-quality IT solutions.
*Core Responsibilities*
*Tier 3 Support & Escalation*
* *Ultimate Escalation Tier:* Troubleshoot, diagnose, and resolve high-priority (Sev-1) systemic infrastructure, networking, and server deployment issues escalated by Tier 1 and Tier 2 teams.
* *Technical Root-Cause Remediation:* Conduct exhaustive root-cause analysis (RCA) on repeating service disruptions, investigate underlying systemic flaws rather than patching immediate symptoms, and deploy long-term solutions.
* *Log & Telemetry Interpretation:* Read and analyze raw application event logs, security event trails, and system dumps to locate exact technical failure points.
* *Vendor and Engineering Bridge:* Partner with external engineering vendors and internal DevOps teams to diagnose native application bugs and deploy emergency patches.
*Project & Advanced Infrastructure Engineering*
* *Solution Design:* Design, configure, and implement robust IT infrastructure, client server environments, and cloud frameworks (AWS, Azure).
* *Project Leadership:* Lead critical lifecycle projects, including Microsoft 365 migrations, server/network upgrades, firewall deployments, and disaster recovery solutions.
* *High Availability & Disaster Recovery:* Build failover clusters, configure load balancers, and test robust disaster recovery backups to guarantee near-zero downtime.
* *Lifecycle Documentation:* Develop clear project scopes, timelines, technical documentation, standards, and procedures to ensure on-time delivery.
* *Junior Staff Guidance:* Provide mentorship, coaching, and technical guidance to lower-tier service desk engineers.
*Leadership & Communication*
* Crisis Management: Staying calm and directing remediation efforts during high-priority (Sev-1) outages affecting the whole company.
* Technical Translation: Explaining complex architectural issues to executive stakeholders and writing clear documentation for Tier 1 and 2 teams.
* Vendor Management: Effectively collaborating with third-party software developers and engineers to push for code hotfixes.
*Technical Mastery & Architecture*
*Enterprise Server & Hybrid Cloud Architecture*
* *Directory Services:* Deep expertise in Active Directory architecture (GPOs, Kerberos, replication mapping, schema corruption) and deploying/syncing active directories across hybrid environments (Azure AD/Entra ID, AWS IAM).
* *Virtualization Mastery:* Comprehensive experience managing hypervisors (VMware vSphere or Microsoft Hyper-V), including live migrations, virtual switch configurations, and resource allocation.
* *Storage Area Networks (SAN):* Advanced configuration of fiber channel switches, iSCSI targets, and RAID arrays to ensure high-throughput data access.
* *Microsoft Technologies:* Mastery of Windows Server environments (2016/2019/2022/2025), Microsoft 365 (Exchange Online, SharePoint, Teams), and Intune/Endpoint Manager.
* *Legacy & SaaS Integration:* Deep understanding of how modern cloud SaaS applications integrate with old, on-premise software.
*Advanced Network Engineering & Forensics*
* *Packet Analysis:* Advanced understanding of TCP/IP networking, utilizing Wireshark to dissect streams and pinpoint latency, packet loss, or handshake failures at the byte level.
* *Dynamic Routing:* Troubleshooting enterprise and dynamic routing protocols (BGP, OSPF, EIGRP) across distributed corporate offices and remote branches.
* *Security & Next-Gen Firewalls:* Configuring complex access control lists (ACLs), managing Next-Gen Firewalls (Fortinet, SonicWall, Palo Alto), and auditing automated intrusion prevention systems.
* *SD-WAN & VPNs:* Architecting secure site-to-site IPsec tunnels and managing Software-defined Wide Area Networks.
* *Network Services:* Diagnosing deep DNS zone transfer failures, DHCP scope exhaustion, DHCP helper agents, and complex VLAN routing complications.
*Security, Automation & Databases*
* *Security Frameworks:* Strong grasp of endpoint protection (EDR/XDR platforms), MFA, Conditional Access, Zero Trust concepts, email security, phishing protection, and vulnerability management.
* *Automation Scripting:* Scripting fluency in PowerShell, Bash, or Python to automate administrative tasks, deployment configurations, and diagnostic workflows (Powershell preferred)
* *Database Management:* Ability to manage database queries (SQL) to repair data corruption when needed.
*Mandatory Skills & Certifications*
* *MSP Tools:* 5+ years’ experience with RMM/PSA platforms (e.g., NinjaOne, HaloPSA) and VoIP systems (e.g., RingCentral).
* *MSP Skills: *5+ years working for multiple customers and projects at one time, 5+ years answering helpdesk phones.
* *Compliance:* Familiarity with compliance frameworks (HIPAA, CIS, NIST).
*Preferred Skills & Certifications*
* *Networking Certifications:* Cisco Certified Network Professional (CCNP) Enterprise, CompTIA Network+/Security+, or equivalent credentials preferred.
* *Cloud & Architecture Certifications:* Microsoft Certified (Azure Solutions Architect Expert, MS-102, AZ-104) or AWS Certified Solutions Architect – Professional preferred.
* *Systems Certifications:* VMware VCP, CompTIA Server+ / Linux+, or HDI Support Center Analyst certifications preferred.
*Physical Requirements*
* *Workplace Travel:* Must be able to travel to other worksites as required and with or without reasonable accommodation.
* *Office Environment:* Must be able to sit, stand, use computers and monitors, and perform duties in an office environment for extended periods.
* *Lifting:* Must be able to lift up to 40 lbs. on occasion (e.g., moving a server or similar task) that may occur occasionally.
*What We Offer*
* Competitive salary based on experience.
* Career growth and certification support.
* Exposure to diverse technologies and client environments.
* Collaborative and technically driven team culture.
* Guaranteed technology challenges.
* Health, Vision, Dental, 401K.
Pay: $95,000.00 - $110,000.00 per year
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Experience:
* PSA: 5 years (Preferred)
* Microsoft Windows Server: 5 years (Preferred)
* Active Directory: 5 years (Preferred)
* MSP: 5 years (Preferred)
Work Location: In person
  • Houston, Texas, United States

Languages

  • English
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