Senior Level 3 Engineer

Complete Network seeks a highly skilled and experienced Level 3 engineer to join our team. In this role, you will provide escalated technical support, resolve complex issues, and make significant contributions to our company's success. You will also play a vital role in maintaining and enhancing our internal IT infrastructure. We seek a motivated and results-driven individual with an entrepreneurial mindset, a strong understanding of modern IT infrastructure, and a passion for delivering exceptional customer service.

• Serve as the highest-tier escalation point for the most complex and persistent technical issues across all client environments, including on-premises infrastructure, cloud platforms, networking, security, and critical applications.
• Provide expert-level troubleshooting and problem resolution for all aspects of existing Azure Virtual Desktop (AVD) environments, including performance optimization, complex user profile issues, and integration challenges.
• Be the recognized subject matter expert and "go-to" resource for the entire L3 team, providing guidance and insights on a wide range of technologies and complex solutions.
• Provide timely and effective technical support to clients, ensuring their systems run smoothly and meet their business needs.
• Create, implement, monitor, and troubleshoot client backup and recovery solutions to ensure data integrity and successful restoration procedures.
• Maintain and enhance critical internal IT infrastructure, including servers, networks, applications, and systems, to ensure optimal performance and reliability.
• Proactively monitor and maintain critical client infrastructure, including servers, networks, applications, and systems, anticipating potential issues and implementing preventative measures.
• Create, maintain, and update comprehensive technical documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides, setting a high standard for quality and detail.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent extensive professional experience (minimum 10+ years in advanced IT infrastructure roles).
• Minimum of 5+ years of progressive experience in a Managed Services Provider (MSP) environment, with a demonstrated track record of successfully resolving complex client challenges across diverse IT landscapes.
• Exceptional ability to troubleshoot and resolve highly complex, ambiguous technical issues with minimal supervision, consistently identifying root causes and implementing effective, long-term solutions.
• Proven expertise and deep understanding across a broad spectrum of modern IT infrastructure:
  • Azure Virtual Desktop (AVD):
    Expert-level troubleshooting experience for existing AVD environments, including advanced performance tuning, complex user profile issues, application delivery, and intricate network/identity integrations.
  • Windows Server Administration:
    Expert proficiency in Active Directory design, implementation, and troubleshooting; advanced GPO management; and advanced knowledge of DNS, DHCP, and IIS, including clustering, high availability, and performance optimization. Experience with Windows Server automation and scripting (Power Shell) for complex tasks.
  • Networking:
    In-depth knowledge of TCP/IP, routing protocols, switching technologies, network security, and firewall management in complex and hybrid environments.
  • Virtualization:
    Advanced experience with VMware and/or Hyper-V, including virtualization design, implementation, and management at an enterprise level; experience with clustering, high availability, and disaster recovery in virtualized environments; and knowledge of virtualization automation and orchestration.
  • Microsoft Modern Workplace:
    Expert-level ability to troubleshoot and resolve issues within Microsoft 365, Teams, SharePoint, and Intune, ensuring seamless user experiences, including advanced security, compliance, and automation capabilities.
  • Backup and Recovery:
    Proven experience in designing, implementing, and troubleshooting backup and recovery solutions and disaster recovery planning, including in-depth…