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Level 3; L3) Support Engineer
Job in
San Diego, San Diego County, California, 92189, USA
Listed on 2026-10-02
Listing for:
RDE Technologies
Full Time
position Listed on 2026-10-02
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, Windows Server, Azure
Job Description & How to Apply Below
Job Description
RDE Technologies is looking for an experienced Level 3 (L3) Support Engineer to provide advanced technical support for U.S.
-based clients in a Managed IT Services (MSP) environment. This is a remote opportunity supporting approximately 250 client accounts across the New York metro area during the Evening/Overnight EST shift.
The ideal candidate should have strong experience in Windows Server, Active Directory, Microsoft 365/Azure, networking, Connect Wise, and VoIP technologies, with the ability to independently resolve complex technical issues and mentor junior support engineers.
Roles & Responsibilities- Act as the final escalation point for complex issues raised by L1 and L2 support engineers.
- Diagnose and resolve advanced Windows Server, networking, cloud, and security-related issues.
- Manage support tickets end-to-end during the evening/overnight EST shift while ensuring timely resolution and clear client communication.
- Document root cause analysis (RCA) and resolution steps in Connect Wise PSA/RMM.
- Troubleshoot Microsoft 365, Azure, Active Directory, VPN, firewall, routing, and switching issues.
- Support and administer 3CX and other VoIP platforms.
- Perform backup, disaster recovery, and system restoration activities.
- Mentor L1/L2 engineers and assist with escalated technical issues.
- Coordinate shift handovers with the onshore U.S. support team and participate in on-call rotation when required.
- Education:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). - Experience:
4 7 years in Level 3 or Senior Technical Support, preferably in an MSP environment. - Strong expertise in Windows Server Administration, Active Directory, Networking, Microsoft 365, and Azure.
- Hands-on experience with Connect Wise PSA/RMM, Screen Connect, and 3CX is highly preferred.
- Excellent troubleshooting, ticket management, and documentation skills.
- Strong written and verbal English communication for direct client interaction.
- Comfortable working independently during the 7:00 PM - 4:00 AM EST shift.
- Connect Wise (PSA/RMM)
- Windows Server & Active Directory
- Microsoft 365 / Azure Administration
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