Job Summary:
CTMS is a leading Managed Service Provider known for delivering cutting-edge technology solutions and exceptional service. They are seeking a highly skilled and experienced Tier 3 Senior Technical Engineer to provide advanced technical support, troubleshoot complex IT issues, and mentor junior engineers.
Responsibilities:
• Provide guidance and mentorship to Tier 1 and Tier 2 engineers, ensuring best practices and high-quality support.
• Diagnose and resolve complex technical issues related to networking, servers, applications, and infrastructure.
• Architect and implement solutions to address client needs and enhance system performance.
• Engineers are expected to work assigned tickets on appropriate boards and keep service tickets in SLA.
• Engineers are expected to work on projects as required, at varying levels of involvement depending on position.
• Engineers are expected to fulfill either normal on-call duties, or backup on-call.
• Communicate effectively with clients to understand their technical requirements and provide tailored solutions.
• Create and maintain detailed documentation for troubleshooting processes, solutions, and knowledge sharing.
• Stay current with emerging technologies and industry trends to continuously improve our service offerings.
Qualifications:
Required:
• Minimum of 3 years of experience in a senior technical support or engineering role, with a strong background in MSP environments.
• Expertise in Windows Server, Active Directory, virtualization (VMware, Hyper-V), networking (TCP/IP, VPNs, firewalls), and cloud platforms (AWS, Azure).
• Exceptional analytical and troubleshooting skills with the ability to resolve complex issues efficiently.
• Excellent verbal and written communication skills with the ability to interact professionally with clients and team members.
• Strong interpersonal skills and the ability to work effectively in a collaborative team environment.
Preferred:
• Management or leadership experience strongly preferred.
• Relevant certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Solutions Architect Expert, or Cisco CCNP are preferred.
Company:
CTMS offers IT security, data backup, disaster recovery, and cloud computing services. Founded in 2008, the company is headquartered in Akron, USA, with a team of 51-200 employees. The company is currently Growth Stage.