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Netsphere Technologies, Inc.  |  Buffalo Grove, IL 60089 area  |  Full-time  |  Hybrid, must live in the Chicagoland area, with regular on-site client and project work

Pay: $90,000.00 – $115,000.00 per year

About the Role

This isn't a typical Level 3 ticket queue position. You'll be one of our final points of technical escalation, leading complex network and infrastructure projects from assessment through completion.

We've been in business for 23 years. Our clients typically range from 10–100 users, and we standardize environments using mainstream, best-practice solutions to ensure predictable, secure, and reliable networks.

Location & Schedule

•         Full-time, Monday–Friday, 8:00 AM – 5:00 PM

•         Participate in the after-hours on-call rotation: one week of nights and weekends coverage approximately once every 6 weeks.  We generally get less than 5 calls a week.

•         Based in the Chicagoland area, with the ability to travel to client sites as needed

•         This is a field-based role. We have no central office, so time not spent at client sites is worked from your own home base in the Chicagoland area

•         Some engagements may require being on-site at a single customer location for a full work week at a time (e.g., project cutovers, migrations, on-site assessments, or emergency response)

•         Project work will occasionally fall on evenings or weekends (not every week, but candidates must be willing and able to work outside standard hours when a project or emergency requires it)

•         Valid driver's license and reliable transportation required

What You'll Do

•         Serve as one of the final points of technical escalation for complex, hard-to-diagnose issues

•         Design, plan, and lead networking and infrastructure projects including segmentation, routing, switching, and firewall/network assessments and building the project plan directly with the client

•         Run client-facing infrastructure assessments and translate findings into a scoped project plan

•         Support multiple client environments and switch contexts efficiently

•         No task is “below” this role. You must be comfortable picking up a Level 1 or Level 2 ticket when the team needs it

•         Mentor and provide technical guidance to other engineers, serving as one of the team's go-to resources for complex issues

•         Assist with client onboarding and infrastructure projects

•         Own the rollout of new endpoint and network deployments across client environments, and periodically audit them to catch and close coverage gaps such as missing or offline agents, unpatched devices, and misconfigured network equipment

•         Own and maintain technical documentation and SOPs in our documentation platform (documentation-first mindset required)

•         Meet directly with vendors when their product support is needed during a project

•         Provide on-site consulting, project leadership, emergency response, and hardware support as needed, including extended on-site stays at customer locations when a project calls for it

Required Qualifications

•         If you’re currently not considered tier 3 or higher then this role isn’t right for you

•         5+ years of IT support experience

•         At least 5 years of MSP experience (required)

•         Strong troubleshooting methodology and root-cause analysis skills

•         Demonstrated experience planning and leading networking projects, including writing project plans and running client assessments

•         Experience with RMM tools and ticketing/PSA systems

•         Excellent phone presence and professional communication skills, including direct client and vendor communication

•         Comfortable supporting users at all levels, from executives to non-technical staff

•         Willing and able to work occasional evenings/weekends for project work, and to travel to local client sites as needed, at times daily

Technical Experience Required

•         Networking: VLANs, routing, switching, firewalls, and network design/troubleshooting (required)

•         Microsoft Windows Server administration — AD, Group Policy, DNS, DHCP: 5 years (required)

•         Microsoft 365 tenant administration, including SharePoint and OneDrive: 5 years (required)

•         Comfortable working directly with hardware/software vendors on product-specific support issues (required)

The Environment You'll Support

You don't need experience with our exact tools. If you've worked in a comparable MSP tool stack, you're a strong fit. In general, our environment includes:

•         Windows Server and Windows desktop environments across a range of client sizes, on enterprise-class server and workstation hardware

•         Microsoft 365 / cloud productivity (Exchange Online, SharePoint, OneDrive, Teams)

•         Enterprise network equipment including routers, switches, firewalls, and wireless access points from HP, Ubiquiti, Meraki, and SonicWall

•         Endpoint detection and response (EDR) / endpoint security platforms

•         Email security and anti-phishing filtering

•         VoIP / cloud phone systems

•         PSA/RMM and remote support tooling

•         A dedicated documentation platform

What This Role Is and Is Not

This Role Is:

•         One of the final escalation points for complex technical issues

•         Independent, hands-on MSP leadership on the technical side

•         A role with real project ownership from assessment to project plan to execution

•         A mentorship role where you'll be the resource other engineers learn from

•         Part of a small, close-knit team where egos don’t get in the way of pitching in wherever the team needs help, regardless of title or level

This Role Is Not:

•         A position for someone who thinks certain tickets are “beneath” them

•         A 9-to-5-only role, since project work will occasionally require evenings or weekends

•         A desk-only role, since on-site work at customer sites is regular and expected

•         A pure architect/engineering role with no hands-on ticket work

About Netsphere Technologies

Netsphere Technologies is a stable and growing MSP serving small and mid-sized businesses across the Chicago area. Many of our clients rely on us as their fully outsourced IT department. We support networking, security, internet services, VoIP, email, hardware procurement, and day-to-day IT operations.

Compensation & Benefits

•         Pay: $90,000.00 – $115,000.00 per year

•         401(k) with 3% match

•         Health insurance

•         Dental insurance

•         Paid time off

•         Bonus pay

•         Retirement plan