Sr. Support Engineer - Level 3

We’re searching for an experienced Senior Support Engineer to join our Technology Services team comprised of individuals with diverse specialties and varying experience levels. As a full-service IT provider, we offer a fast-paced environment where the work is both challenging and rewarding!

In this role, you’ll serve as our senior technical escalation resource, resolving complex IT challenges, designing technology solutions, and leading infrastructure and systems projects for our managed service clients. This is a hands‑on, senior-level position that combines advanced technical support, systems engineering, solution design, project implementation, and client consultation. You'll work independently to diagnose complex issues, develop practical solutions, and take ownership of technical outcomes from initial design through implementation.

You'll also serve as a trusted technical resource to our Level 1 and Level 2 technicians, helping strengthen our team's technical capabilities and service delivery.

While this is a remote position, candidates must live in the Gainesville, FL area to travel to client locations is required as needed for projects, complex technical issues, assessments, implementations, and other client engagements.

• Serve as the primary Level 3 escalation point for complex technical issues beyond Level 1 and Level 2 support.
• Diagnose and resolve complex infrastructure, network, and systems issues, identifying root causes and implementing long‑term solutions.
• Lead technical troubleshooting and recovery efforts involving infrastructure failures, security incidents, backup failures, and business continuity events.
• Identify opportunities to improve system performance, reliability, and operational efficiency.
• Provide advanced support for Microsoft technologies, including Microsoft 365, Azure, Entra , Active Directory, Windows Server, Group Policy, DNS, and DHCP.
• Support and troubleshoot networking infrastructure, including LAN/WAN, switching, routing, firewalls, VPNs, and wireless technologies.
• Administer virtualization platforms, including Hyper‑V and VMware, along with associated storage, backup, and disaster recovery systems.
• Evaluate client environments and recommend improvements related to infrastructure modernization, standardization, and risk reduction.

• Design and implement technology solutions aligned with client business needs, security requirements, operational priorities, and budgets.
• Lead technical projects involving Microsoft 365 and Azure deployments, server and virtualization implementations, network upgrades, firewall deployments, cloud migrations, and infrastructure modernization.
• Develop technical requirements, solution architectures, implementation plans, configurations, testing procedures, and project documentation.
• Take ownership of technical project outcomes, ensuring work meets established scope, timelines, and quality standards.
• Identify and communicate project risks, resource needs, and potential scope changes.

• Troubleshoot and support cybersecurity solutions, including endpoint protection, Managed Detection and Response (MDR), identity security, MFA, firewalls, and email security.
• Support backup, disaster recovery, and business continuity technologies to strengthen client system reliability and data protection.
• Participate in complex security incidents, infrastructure recovery, and other critical technical response activities.
• Recommend security improvements and risk mitigation strategies based on client environments and…