Level 3 Support Engineer
$80,000–$90,000 year
On-siteChesterfield, Missouri, United States
Job Summary
Own the complex, systemic problems that nobody else on the desk can crack, all the way to root cause. Troubleshoot and maintain client infrastructure including servers, virtualization, routing, firewalls, and VPNs. Serve as the hands-on responder when Huntress flags a compromised account or endpoint, seeing the incident through to resolution. Automate repetitive tasks with PowerShell and Python, and put AI to work where it genuinely helps. Own the knowledge base and define what "good" looks like to ensure the next person doesn't solve the same problem twice. Run weekly technical drills for the team, mentor Level 1 technicians, and hold teammates to the standard regarding phones, tickets, and processes. Take your turn in the on-call rotation and define escalation boundaries. This role sits at the top of the technical support desk escalation path before incidents move to network administration, requiring deep expertise in Windows Server, Active Directory, and Microsoft 365 administration.
Required Qualifications
- Have worked with real production infrastructure, not just endpoints
- Understand routing, firewalls, VPNs, VLANs, TCP/IP, DNS and DHCP at depth
- Know Windows Server, Active Directory, Group Policy and Microsoft 365 administration cold
- Have hands-on security experience, including at least one incident you personally worked
- Have excellent written and verbal communication skills and communicate 'in plain English'
- Be tenacious in providing great customer service
- Be able to accomplish amazing amounts of important work
- Be willing to do the unglamorous work: write the article after the ticket closes, take the ugly escalation at 4:55 on a Friday
- Be optimistic and enthusiastic
- Hold a high bar and still be someone that people want on the team
- Be able to work in-person in Chesterfield, MO
- Associate's or Bachelor's degree in a technology field, or equivalent hands-on experience
- 5+ years of IT support experience, with at least 2 at a senior or escalation level
Desired Qualifications
- network certifications
- Experience with Google Workspace administration
- MSP or multi-tenant experience
- public safety experience
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.