L3 Engineer - Bluffton, SC

Key Responsibilities

• Serve as the highest-tier escalation point for the most complex and persistent technical issues across all client environments, including on-premises infrastructure, cloud platforms, networking, security, and critical applications.
• Provide expert-level troubleshooting and problem resolution for all aspects of existing Azure Virtual Desktop (AVD) environments, including performance optimization, complex user profile issues, and integration challenges.
• Provide timely and effective technical support to clients, ensuring their systems run smoothly and meet their business needs.
• Create, implement, monitor, and troubleshoot client backup and recovery solutions to ensure data integrity and successful restoration procedures.
• Maintain and enhance critical internal IT infrastructure, including servers, networks, applications, and systems, to ensure optimal performance and reliability.
• Proactively monitor and maintain critical client infrastructure, including servers, networks, applications, and systems, anticipating potential issues and implementing preventative measures.
• Create, maintain, and update comprehensive technical documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides, setting a high standard for quality and detail.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent extensive professional experience (minimum 10+ years in advanced IT infrastructure roles).
• Minimum of 5+ years of progressive experience in a Managed Services Provider (MSP) environment, with a demonstrated track record of successfully resolving complex client challenges across diverse IT landscapes.
• Exceptional ability to troubleshoot and resolve highly complex, ambiguous technical issues with minimal supervision, consistently identifying root causes and implementing effective, long-term solutions.
• Proven expertise and deep understanding across a broad spectrum of modern IT infrastructure:
• Azure Virtual Desktop (AVD) or Citrix DaaS/Virtual Desktop: Expert-level troubleshooting experience for existing AVD or Citrix DaaS/Virtual Desktop environments, including advanced performance tuning, complex user profile issues, application delivery, and intricate network/identity integrations.
• Windows Server Administration: Expert proficiency in Active Directory design, implementation, and troubleshooting; advanced GPO management; and advanced knowledge of DNS, DHCP, and IIS, including clustering, high availability, and performance optimization. Experience with Windows Server automation and scripting (PowerShell) for complex tasks.
• Networking: In-depth knowledge of TCP/IP, routing protocols, switching technologies, network security, and firewall management in complex and hybrid environments.
• Virtualization: Advanced experience with VMware and/or Hyper-V, including virtualization design, implementation, and management at an enterprise level; experience with clustering, high availability, and disaster recovery in virtualized environments; and knowledge of virtualization automation and orchestration.
• Microsoft Modern Workplace: Expert-level ability to troubleshoot and resolve issues within Microsoft 365, Teams, SharePoint, and Intune, ensuring seamless user experiences, including advanced security, compliance, and automation capabilities.
• Backup and Recovery: Proven experience in designing, implementing, and troubleshooting backup and recovery solutions and disaster recovery planning, including in-depth knowledge of backup methodologies, technologies (e.g., Veeam), and best practices.

Preferred Skills

• Extensive experience with ConnectWise Automate and/or ConnectWise Manage.
• Experience in configuring, managing, and analyzing data from SIEM tools to detect and respond to security threats.
• Industry certifications such as Microsoft Certified: Azure Virtual Desktop Specialty, Microsoft Certified: Azure Solutions Architect Expert, CompTIA Network+, CompTIA Security+, AWS Certified Solutions Architect.
• Strong understanding of ITIL or other IT service management frameworks.