Tier 3 IT Support Engineer Job at RSI - Renaissance Systems, Inc. in Austin

Role Description

This is a full-time role for a Tier 3 IT Support Engineer, based on-site in Austin, TX. The IT Support Engineer will provide advanced technical support to resolve complex issues, manage troubleshooting activities, and ensure system administration and help desk support. Responsibilities include diagnosing technical problems, assisting with IT infrastructure deployment, and maintaining efficient IT operations for our clients. This is a highly visible position, and the selected candidate will be client-facing.

Duties and Responsibilities

• Serve as an escalation point for unresolved Tier 2 issues
• Diagnose and resolve advanced infrastructure, cloud, and security issues
• Design and implement system upgrades, migrations, and new technology rollouts
• Manage cloud and on-prem server environments (Azure, Hyper-V, VMware)
• Perform root cause analysis and implement corrective and preventative security solutions
• Participate in client onboarding, network assessments, and strategic planning
• Develop documentation, runbooks, and knowledge base articles for internal use
• Mentor Tier 1 and 2 staff and assist in training initiatives

Required Technical Skills

• Deep understanding of Windows Operating Systems, Apple iOS, Android, computer hardware, and networking
• Experience with RMM (Ninja preferred) and multi-tenant network management solutions
• Expertise in Microsoft 365 Applications, including Visio
• Expertise in Microsoft 365 and Azure administration
• Practical experience in designing and deploying complex routing and switching projects
• Practical experience/expertise with server administration (Windows Server 2016/2019/2022), Hyper-V and VMware
• Advanced networking skills: firewalls (Fortinet preferred), switches, VPNs, VLANs
• Identity and access management skills (Azure AD, SSO, MFA)
• Demonstrable skills in PowerShell scripting and task automation
• Experience with SIEM tools and log analysis

Qualifications

• 10+ years\' related experience in an IT Support role, preferably in multi-client environments
• Technical Support, Troubleshooting, and Help Desk Support skills
• Information Technology and System Administration skills
• Strong problem-solving and analytical abilities
• Excellent communication and customer service skills
• Ability to work independently and collaboratively in a team
• Experience with cybersecurity solutions and compliance is a plus
• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Relevant certifications such as CompTIA A+, Network+, or related credentials are beneficial
• Ability to pass CJIS level background check
• Must be a US Citizen

Physical Requirements

• Prolonged periods of sitting or standing at a desk and working on a computer
• Must be able to lift up to 35 lbs at a time

Other Requirements

• Travel to customer locations will be required. Reliable transportation is a must
• Valid Driver\'s License and proof of auto insurance
• Ability to pass a criminal background check, CJIS-level background check, and drug screening
• Provide at least three (3) professional references and work history

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Computer and Network Security