Senior Support Engineer; L3

Senior Support Engineer (L3) | Remote (U.S., Eastern Time hours) | Full-Time | $70,000 to $80,000 DOE with MSP experience

We are not looking for the most certified person who applies. And we are not looking for a server admin who only wants projects.

We are looking for the technician other technicians trust: someone who diagnoses instead of guesses
, documents instead of hoards
, and treats a client's problem as their own until it's actually solved. Someone who takes the hardest escalation of the day and, when the queue gets busy, works tickets right alongside the team.

At Gia Space, when it gets busy, it is all hands on deck. If that's you, keep reading.

Gia Space is a managed services provider founded in 2005, serving small and midsized businesses across Florida, Texas, and Oklahoma. Everything we do runs on three words:
Fast. Friendly. First Time Fix.

We learn how a client works before we tell them how technology should work, and we treat client trust as a strategic asset rather than a transaction. The people we hire are how we stay the trusted IT partner our clients rely on.

You are the top escalation point on our service desk and a hands-on, client-facing problem solver. You sit between our L1/L2 technicians and our Senior Network Engineer. You take the complex tickets, and you make recurring problems stop recurring.

You are also a working member of the service desk. You carry your share of daily client tickets, and when volume spikes you jump into the queue without being asked. Your time splits across four things:

• Escalations: owning complex issues through stable resolution.
• Service desk: working daily tickets with the team, especially when it gets busy.
• Projects: managing client projects from planning and execution through delivery.
• Prevention: root-cause fixes and documentation that keep tickets from coming back.

• We Diagnose. We Don't Guess. We refuse GPMO:
  Guessing, Patching, Moving On. A ticket is done when the root cause is identified, the issue is resolved correctly, the client is satisfied, and the ticket stays closed. If a client ever says "This again," we didn't do our job.
• We Document Immediately. If something you learned would otherwise live only in your head, it goes in the knowledge base right after resolution. Knowledge hoarding is a disqualifier here, not job security.
• We Own Outcomes. We don't blame users, clients, vendors, coworkers, or the last technician who touched it. We surface problems early and own mistakes out loud.
• We Communicate Quickly. Clients should never wonder whether we're working on their issue. Team members should never wonder whether you're available.
• We Win as a Team. You make the technicians around you better: answering questions, pointing them to the right resources, escalating cleanly, and sharing knowledge openly.
• We Keep Improving. Nobody coasts. Technology changes too fast for that. So do we.

Escalations and advanced troubleshooting

• Own L2 escalations and complex issues requiring advanced troubleshooting through stable resolution.
• Troubleshoot Windows Server and RDP / Remote Desktop Services, including licensing, connectivity, and session management.
• Diagnose and resolve VPN and networking issues (DNS, DHCP, TCP/IP, firewalls, wireless, switch port connectivity).
• Identify recurring issues and drive root-cause fixes.
• Escalate to our Senior Network Engineer within 30 minutes when an issue is outside scope or not progressing, with a clean handoff (ticket number, what was checked, what is needed).

Service desk (all hands on deck)

• Work daily client tickets in Connect Wise Manage with a focus on First-Time Fix Excellence, and jump into the queue when…