IT Support Engineer (Sunset Hills)

Overview The Tier 3 IT Support Engineer provides advanced technical support for complex server, network, and infrastructure issues. This role serves as the highest escalation point within the support team, ensuring timely resolution of critical incidents and delivering expert guidance for system improvements, deployments, and long-term architecture planning. Key Responsibilities Act as the final escalation point for complex technical issues involving servers, networking, virtualization, and core infrastructure. Troubleshoot and resolve advanced issues related to Windows Server, Active Directory, group policy, DNS/DHCP, and identity management. Manage, configure, and optimize network infrastructure including switches, routers, firewalls, VLANs, VPNs, and routing protocols. Oversee server installations, migrations, and upgrades (Windows Server, Linux preferred). Perform deep-level diagnostics on performance problems, network latency, system failures, and security incidents. Implement and maintain virtualization environments (VMware, Hyper-V, etc.). Support backup, disaster recovery, and business continuity systems. Collaborate with Tier 1 and Tier 2 staff, providing mentorship, documentation, and knowledge transfer. Work closely with engineering teams on new deployments, infrastructure improvements, and project-based initiatives. Ensure systems adhere to security policies, compliance standards, and industry best practices. Participate in on-call rotation for critical issues as needed. Required Skills & Experience 5+ years of experience in an advanced IT support or systems engineering role. Strong expertise with Windows Server administration, Active Directory, group policies, and domain services. Solid networking background: TCP/IP, LAN/WAN, VLANs, VPNs, routing/switching, firewall administration. Experience troubleshooting complex multi-layer network problems. Proficiency with virtualization technologies (VMware, Hyper-V). Understanding of cloud platforms (Azure, AWS, Microsoft 365) is a plus. Familiarity with monitoring tools, logging platforms, and ticketing systems. Strong analytical and communication skills with the ability to explain technical issues to non-technical users. Certifications (Preferred) CompTIA Network+, Security+, Server+ Microsoft (MCP, MCSA/MCSE) Cisco CCNA/CCNP VMware VCP ITIL Foundations