Level 3 Engineer – Technical Services

Job Summary

Medicus IT’s Level Three Support role is responsible for the design and implementation of customer‑facing and internal systems, including public and private cloud environments, on‑premise infrastructure, and telephony systems, all while delivering a world‑class client experience daily. In addition to leading projects, Level Three Support professionals provide escalation support to all service delivery team members.

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets and guide or personally resolve aging and complex issues
• Assist clients with design, implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripherals, telephony systems, servers, storage, networking, and software
• Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Server Operating Systems
• Perform advanced virus, malware, and ransomware mitigation
• Provide professional quality server‑room cable management
• Create and maintain high‑quality, detailed documentation
• Resolve complex backup issues and perform restore testing
• Notify Client Success Managers when outdated equipment causes repeated issues
• Install, configure, and support complex virtual environments with high availability in VMware ESXi and Hyper‑V environments
• Assist clients in hardening security posture through policy and advanced technologies according to Medicus IT standards and processes
• Communicate with clients as required: keep them informed of incident progress, impending changes, or agreed‑upon outages
• Accountable for continued customer satisfaction and coordinate all activities with the client, including training while representing MIT professionally
• Exhibit adaptability and willingness to alter shifts and job requirements to meet client and MIT needs
• Comply with all safety requirements, completing required training and following MIT policies and technical advisories
• Lead teams on large, complex projects (e.g., system migrations, virtual server configurations, server and firewall installations, VPN tunnel configurations, SAN setups)
• Participate in project planning, solution delivery, mentoring, and teaching improved processes to team members
• Serve as an escalation point to mentor all team members
• Prepare and deliver staff training material to advance the skills of the technical team
• Follow Medicus IT’s defined processes, policies, and service delivery standards
• Perform any other duties assigned

• Associate’s degree in a technology‑related field or equivalent combination of education and work experience
• Minimum of 5+ years as a Systems Engineer or similar role, working in Microsoft environments
• Required certifications: MCSA:
  Server Infrastructure (70‑410, 70‑411, 70‑412) or equivalent, MCSA: O365 (MS‑100, MS‑101); business and leadership experience is also required
• Strong understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange, backup technologies, and internet/DNS/email/communication issues
• Strong working knowledge of VMware, Citrix, VPN, and terminal services
• Strong working knowledge of VoIP, voicemail, analog, and vendor‑specific hardware/software
• Excellent problem‑solving and client‑relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes; team player; maintain calm and present yourself professionally in high‑stress situations
• MSP‑specific experience strongly desired
• Ability to commute to the Orlando office on a hybrid basis
• Alignment with Medicus IT’s core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity, and Encouraging Improvement and Innovation

Mid‑Senior level

Full‑time

Engineering and Information Technology

IT Services and IT Consulting

Location:

Orlando, FL

Salary: $15.00‑$19.22 per hour

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