Senior Systems & Network Engineer​/Helpdesk Team Lead; Tier

We're looking for a highly skilled Tier 3 Systems & Network Engineer to serve as both the top technical escalation point for our helpdesk and NOC teams and the operational lead overseeing helpdesk staff and workflow across dispatch and Tier 1–3. This is a dual‑track role: deep, hands‑on technical ownership of the hardest problems, paired with day‑to‑day leadership of the people and processes that keep tickets moving — for both our clients and our internal systems.

This role is for someone who thrives on solving complex, ambiguous problems that Tier 1 and Tier 2 staff can't resolve, and who also wants a hand in building a stronger, better‑run support team. You will own the hardest tickets, drive root cause analysis, oversee dispatch and ticket flow across all tiers, and mentor and manage helpdesk staff

• ng Serve as the final escalation point for complex infrastructure, networking, and systems issu
• es Perform root cause analysis and document findings to reduce repeat inciden
• ts Design, implement, and support advanced solutions across networking, server, and cloud environmen
• tsLead troubleshooting of enterprise-level issues involving multi-vendor environmen
• ts Collaborate with vendors and third parties on escalated cases and hardware/software issu
• es Participate in architecture and engineering discussions for new client deployments or infrastructure chang
• es Support change management processes and assist with after-hours maintenance windows as need

• ght Oversee day-to-day helpdesk operations, including dispatch, ticket queue management, and workload distribution across Tier 1, 2, and 3 st
• aff Monitor SLA compliance and ticket aging across both client and internal (company) queues, and step in to rebalance or reprioritize as nee
• ded Supervise, schedule, and manage helpdesk technicians, including performance feedback, coaching, and day-to-day people managem
• entOwn quality control on ticket handling — reviewing ticket notes, escalation timing, and client communication for consistency and professional
• ism Serve as a point of accountability for helpdesk performance metrics and report on team health, bottlenecks, and improvement opportunities to leaders

• ment Mentor Tier 1 and Tier 2 technicians through knowledge transfer and hands‑on coac
• hing Contribute to and maintain internal knowledge base articles, runbooks, and technical documenta
• tion Identify recurring issues and process gaps, and drive improvements to reduce escalations and repeat tickets over

• tions5+ years of hands‑on experience in IT infrastructure support or systems/network engine
• ering
  
  Prior experience supervising, leading, or mentoring a technical team (formal management experience preferred, but strong informal/lead experience will be consid
• ered)
  Advanced troubleshooting skills across the follo
• wing:
  
  Networking:
  Firewalls (Fortinet, Cisco, Palo Alto, Sonic Wall), switching, routing, VPNs, VLANs,
• Wi‑FiWindows Server:
  Active Directory, Group Policy, DNS, DHCP, DFS
• , RDSVirtualization: VMware vSphere/ESXi or Microsoft Hy
• per‑VMicrosoft 365:
  Exchange Online, Teams, SharePoint, Intune, Conditional A
• ccess
  
  Experience with backup and disaster recovery solutions (Veeam, Datto, Acronis, or sim
• ilar)
  Strong diagnostic and analytical skills with the ability to work independently on complex pro
• blems
  
  Excellent written communication for documentation, ticket notes, and team fee
• dback
  
  Comfort balancing hands‑on technical escalation work with ongoing supervisory responsibil

• ationsCCNP, MCSE, VCP, or equivalent advanced certific
• ations
  
  Experience in an MSP or multi‑client support envir
• onment
  
  Prior experience managing or leading a helpdesk, NOC, or dispatch function specif
• ically
  
  Exposure to Azure or AWS (IaaS/PaaS administration, not just
• SaaS)
  Scripting/automation experience (Power Shell strongly pref
• erred)
  Familiarity with SIEM tools, endpoint security, and basic cybersecurity co
• ncepts
  
  Experience with RMM tools (Connect Wise Automate, NinjaRMM, Kaseya,
• etc.)Experience leveraging AI tools in a technical context — prompt…