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Job Title: Service Delivery Engineer (Tier 3 Engineer)

Location: Dallas, Texas (On-Site - local candidates only)

Employment Type: Full-Time

About K3 Technology

K3 Technology is a leading IT services company dedicated to helping medium to large-sized businesses overcome IT challenges. We deliver comprehensive managed services-from end-user support and cloud migrations to disaster recovery and strategic planning-allowing our clients to focus on their core operations. With deep expertise in developing custom solutions and optimizing systems for unified data sharing, we empower our clients with innovative IT support that drives business success.

Our employee-centric culture means we invest in our people with the tools, training, and support needed for professional growth. We foster a transparent, communicative, and accountable work environment where every team member is valued.

Position Summary

As a Service Delivery Engineer (Tier 3 Engineer), you are a critical member of our IT team. You specialize in resolving the most complex technical challenges and ensuring the seamless operation of our clients' critical infrastructure. You will manage high-priority incidents-including network and server outages, advanced configuration issues, and security events-acting as the final point of escalation for our support desk. In addition, you will serve as the Primary Engineer for assigned clients, developing a deep understanding of their environments, providing proactive recommendations, and assisting with long-term IT roadmaps. You will also mentor Tier 1 and Tier 2 team members, document recurring issues, and drive continuous improvements across the team.

Key Contributions

• Resolve escalated technical issues with precision and efficiency, minimizing downtime.
• Serve as a trusted advisor to assigned clients, driving IT strategy and innovation.
• Mentor and guide Tier 1 and Tier 2 technicians through advanced troubleshooting.
• Contribute to strategic projects such as system upgrades, cloud migrations, and infrastructure optimization.
• Proactively optimize client environments to reduce recurring incidents and streamline service delivery.
• Assist with support desk tickets when necessary, regardless of complexity, to maintain SLA compliance.

Examples of Responsibilities

• Advanced Incident Resolution:
  • Diagnose and resolve critical network routing issues affecting multi-site connectivity with detailed firewall rule analysis and reconfiguration.
  • Restore functionality for a crashed domain controller server and implement long-term preventive measures.
• High-Priority Network & Server Outages:
  • Respond swiftly to server outages by restarting and reconfiguring services, documenting root causes for future prevention.
  • Troubleshoot remote worker VPN access failures caused by misconfigured firewall rules, ensuring secure and reliable connectivity.
• Security Incidents:
  • Investigate and respond to potential security threats (e.g., Huntress alerts for ransomware) and perform post-mortem analyses to implement preventive measures.
  • Resolve escalated MFA enrollment issues for high-level executives to ensure compliance without disruption.
• Primary Engineer Responsibilities:
  • Audit client environments (e.g., Active Directory cleanup, asset inventory reviews) to enhance security and efficiency.
  • Develop and maintain long-term IT roadmaps, aligning infrastructure improvements with client business objectives.
• Mentorship & Knowledge Sharing:
  • Guide Tier 2 technicians through complex troubleshooting scenarios and document recurring issues to enhance the knowledge base.
• Project Contributions:
  • Assist in migrations (e.g., on-premise file server to SharePoint) and coordinate with teams to ensure seamless transitions.
  • Implement network improvements (e.g., VLAN configurations) in collaboration with the NOC team

Technical Environment & Tools

• Core Systems: HaloPSA, NinjaRMM, Sonicwall, and advanced networking tools
• Scripting & Automation: Advanced troubleshooting often involves PowerShell scripting
• Bonus Expertise: Experience with Fortigate is typically handled at Tier 3

Bonus Qualifications

• Certifications such as AZ-104, AZ-700, AZ-140, and Security+ will earn extra consideration.

Qualifications

• Experience: Extensive IT support experience is required; experience in an MSP environment is highly desirable.
• Technical Skills: Advanced troubleshooting across multi-platform environments (e.g., Windows, Office 365, MacOS, and complex network configurations). Deep knowledge of server and network infrastructure is essential.
• Soft Skills: Exceptional problem-solving, analytical, and communication skills; high emotional IQ and a strong sense of ownership.
• Adaptability: Proven ability to manage high-pressure situations and shifting priorities in an on-site environment.
• Certifications: Relevant advanced IT certifications (e.g., CompTIA Server+, Microsoft certifications) are a plus; bonus certifications include AZ-104, AZ-700, AZ-140, and Security+.

What We Offer

• Competitive Benefits:
  • 401(k) with up to 3.5% match
  • Generous PTO and paid holidays
  • Paid training, certifications, and ongoing professional development
  • A dog-friendly, supportive on-site workspace
• Culture & Growth:
  • A transparent, communicative work environment with an open-door policy
  • Significant opportunities for career advancement and professional growth
  • A dynamic team dedicated to excellence in IT support
• Compensation Note:
  Based on current market data in the Dallas area, Tier 3 roles typically range from approximately $65,000 to $90,000 per year DOE. Our compensation is competitive and will be based on your experience and qualifications.

How to Apply

If you're ready to tackle the most challenging technical issues and drive innovation in IT support, please visit https://k3techs.com/careers/ to apply and view the full job description.

K3 Technology is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.