Job description

IT Support Engineer (Level 3) The IT Support Engineer (Level 3) plays a critical leadership role in managing the Support area of the business. This position provides advanced technical expertise, mentors support staff, and ensures escalated issues are resolved efficiently while delivering exceptional customer service. As a direct client-facing role, the Support Engineer works closely with clients to identify and resolve technical issues, optimize technology solutions, and uphold company values through productive and enjoyable interactions. The ideal candidate is a highly skilled IT professional with excellent communication and problem-solving skills, capable of managing complex IT environments and contributing to strategic IT planning. Responsibilities: · Serve as the Level 3 escalation point for complex technical issues from Service Technicians. · Use Kaseya Autotask and Unified RMM tools to identify inefficiencies and recommend system improvements. · Diagnose, troubleshoot, and resolve issues related to: o Windows Servers: Expert-level remote diagnosis, repair, and maintenance. o Network Components: Installation, diagnostics, and repair at an advanced level. o Office 365: User account management, group configurations, and troubleshooting. o Backup, antivirus, and security solutions. · Provide support for Windows 10/macOS platforms, diagnosing and resolving performance issues. · Conduct system health reviews to identify and address potential issues before clients report them. · Partner with vCIOs & TAMs & Central Services to support IT strategy planning for clients, offering recommendations for system upgrades and security enhancements. · Lead cybersecurity initiatives, including vulnerability assessments, patch management, and implementing security protocols. · Maintain and test disaster recovery and business continuity plans for clients. · Perform scheduled and reactive onsite service calls and provide remote support. · Advise and train clients on technology best practices, ensuring systems are cost-effective, compliant, and practical. · Provide regular communication during ticket resolution and maintain a strong rapport with clients. · Mentor and guide Support and Entry-Level Technicians, fostering a collaborative and learning-focused environment. · Lead structured training sessions for junior technicians and support staff. · Develop and update internal and external knowledge bases with FAQs, troubleshooting guides, and training materials. · Conduct regular ticket reviews with management to address trends, recurring issues, and systemic improvements. · Collaborate with Centralized Services, Network Administration, and senior engineers to optimize tools and systems. · Partnering with Centralized Services, evaluate and implement new tools or processes to enhance operational efficiency and service delivery. Key Performance Indicators (KPIs): · Resolve 95% of escalated tickets within SLA timeframes. Explanation: Measures the efficiency and timeliness of resolving complex technical issues within the agreed Service Level Agreements (SLAs). SLAs define the maximum allowable response and resolution time for client issues. Purpose: Ensures client satisfaction by minimizing downtime and delivering reliable technical support. It also reflects the engineer’s ability to handle escalated issues effectively. · Escalate unresolved tickets within SLA thresholds. Explanation: Tracks how promptly unresolved issues are escalated to senior engineers, specialists, or other departments when beyond the engineer's scope of expertise. Purpose: Prevents delays in issue resolution by ensuring timely involvement of the appropriate resources. Maintains SLA compliance and avoids client frustration. · Maintain a CSAT score of 95% or higher. Explanation: Customer Satisfaction (CSAT) scores are collected through post-service surveys and reflect how satisfied clients are with the support they receive. Purpose: Ensures high-quality client service, builds trust, and strengthens client relationships, which are crucial for long-term retention and reputation. · Identify and resolve 90% of potential issues before clients report them. Explanation: Measures the engineer’s proactive approach to identifying and addressing issues through system monitoring, health checks, and preventative maintenance. Purpose: Reduces client disruptions and demonstrates value by minimizing reactive support needs. This proactive approach also builds client trust and improves operational efficiency. · Ensure 100% of service activities are documented accurately in the ticketing system. Explanation: Tracks whether all troubleshooting steps, resolutions, and client interactions are recorded in the company’s ticketing system (e.g., Kaseya Autotask). Purpose: Maintains transparency, creates a reliable knowledge base for future reference, and ensures compliance with company policies. Accurate documentation also helps track trends and improve processes. · Achieve a first-time resolution rate of 80% for escalated issues. Explanation: Monitors how often escalated issues are resolved on the first attempt without requiring further follow-ups or additional escalation. Purpose: Improves efficiency, reduces time spent on repeated issues, and enhances client satisfaction by resolving their problems quickly and effectively. · Complete 25+ hours of training or certifications annually. Explanation: Tracks the engineer’s commitment to continuous learning and professional development through courses, certifications, or technical training. Purpose: Keeps skills updated with the latest advancements in technology, security, and best practices. This ensures the engineer can handle emerging challenges and aligns their expertise with organizational goals. · Contribute to maintaining a 98% client retention rate. Explanation: Reflects the role’s impact on keeping clients satisfied and engaged with the company’s services, measured through repeat business and contract renewals. Purpose: Demonstrates the importance of excellent support and relationships in retaining clients, which is critical to the company’s revenue and reputation. · Add or update 10+ documentation pieces quarterly. Explanation: Tracks the engineer’s contributions to developing or improving internal and client-facing knowledge bases, FAQs, troubleshooting guides, or training materials. Purpose: Ensures the team has access to updated resources, improves efficiency for junior technicians, and empowers clients with self-service options where appropriate. · Maintain 99.9% uptime for critical systems under management. Explanation: Monitors the availability and reliability of key systems managed by the engineer, ensuring minimal downtime for clients. Purpose: Reflects the engineer’s ability to proactively maintain systems, address potential issues, and deliver on service commitments. High uptime is essential for maintaining client trust and productivity. · Provide mentorship and training to at least 2 junior technicians quarterly. Explanation: Tracks the engineer’s role in mentoring and training junior staff members to improve their technical skills and efficiency. Purpose: Strengthens the team by fostering knowledge sharing and developing talent internally. This contributes to long-term organizational growth and reduces dependency on external recruitment for advanced roles. Qualifications: or equivalent education in a related field. Hands-on experience in a server environment, including troubleshooting and diagnostics. Experience with Microsoft Windows 7, 10, and 11 installation, configuration, and troubleshooting. CCNA or equivalent certification preferred for advanced networking configurations and troubleshooting. Proficiency in: · Windows Server diagnosis and repair. · Hyper-Visor (VMware, Hyper-V) · Network infrastructure installation and diagnostics. · Office 365 management, including user accounts, groups, and troubleshooting. · Backup, antivirus, and security solutions. · Kaseya Autotask and Datto RMM tools. Familiarity with mobile device troubleshooting and management. CompTIA A+, Network+, or Security+ certifications. Microsoft certifications (e.g., MTA, MCSA, or Azure Fundamentals). ITIL certification for service management. Strong written and verbal communication skills for client interactions and documentation. Ability to work under pressure and handle high-stress situations professionally. Proven leadership and mentorship skills. Strategic thinking to align IT solutions with client business goals. Tech-savvy with knowledge of automation tools, databases, and remote-control applications. Strong organizational and documentation skills for maintaining internal processes and knowledge bases. Passion for continuous learning to stay updated with IT advancements. Job Type: Full-time Pay: $75,000.00 - $80,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Tools provided • Vision insurance Schedule: • 8 hour shift • Nights as needed • Weekends as needed Language: • English (Required) Ability to Commute: • Fresno, CA 93727 (Required) Ability to Relocate: • Fresno, CA 93727: Relocate before starting work (Required) Willingness to travel: • 25% (Required) Work Location: In person

Requirements