Support Engineer III

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At Synoptek, the Support Engineer III is a senior individual contributor responsible for advanced technical support across client infrastructure environments, including servers, networks, cloud platforms, and collaboration technologies. This role serves as an escalation point for complex issues, provides technical guidance to junior engineers, and contributes to service quality, system stability, and continuous improvement initiatives. Performance is measured through ticket resolution effectiveness, SLA adherence, customer satisfaction (CSAT), and utilization metrics.

• Provide advanced support for client infrastructure including servers, networks, operating systems, cloud platforms, and collaboration technologies
• Act as an escalation point for complex issues from Support Engineer I and II roles
• Diagnose, troubleshoot, and resolve incidents using structured problem-solving and root cause analysis
• Balance timely resolution with appropriate escalation to ensure optimal customer experience
• Perform proactive maintenance activities to reduce recurring incidents and improve system performance
• Utilize ITSM, RMM, and monitoring tools to identify, remediate, and prevent infrastructure issues
• Deploy patches, remediate alerts, and support backup and recovery activities
• Contribute to and maintain documentation and knowledgebase articles to improve team efficiency
• Participate in on‑call rotations as required.
• Ensure compliance with Synoptek’s security standards, documentation requirements, and code of business ethics
• Communicate effectively with both technical and non-technical stakeholders via phone, email, and written documentation
• Support audio‑visual and collaboration environments, including event support and AV setup, execution, and troubleshooting
• Audio and video system configuration and issue resolution
• Digital and physical audio mixing
• Mentor junior engineers by providing technical guidance and best practices
• Lead small technical efforts or act as point of contact for defined support areas (without people management accountability)

• Bachelor’s degree in a related field from an accredited institution
• In lieu of a degree, a 1:1 equivalency of education and relevant work experience will be considered
• Microsoft role‑based certification, A+, Network+, Security+, ITIL Foundation, or equivalent
• Ability to obtain required certifications within six months of employment if not already held

• Customarily has at least 2‑4 years of progressive technical support experience in a customer‑facing environment
• Experience supporting Windows and macOS environments, Microsoft 365, remote access tools, servers, cloud platforms, and networking technologies
• Experience with OS deployment using scripted or unattended installation methods (e.g., imaging, Sysprep, equivalent) preferred
• Exposure to ITSM frameworks and structured incident/problem management processes
• Prior experience supporting AV or collaboration environments preferred

• Synoptek Core DNA behaviors:
  Clarity, OwnIT, Results, Growth, Team
• Strong analytical and critical thinking skills
• Ability to document issues, solutions, and recommendations clearly
• Understands performance metrics and how individual work impacts service outcomes
• Knows limitations and seeks guidance when appropriate
• Operates with integrity, resilience, and professionalism under pressure

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job‑related factors.