Senior Support Engineer Tier 3

Job Description

Job Description

Description:

Our Mission: Leverage Technology to Advance Social Impact

We’re a passionate group at Tech Impact. We know nonprofits, technology, and how to work hard for a good cause. In addition to providing technical services to nonprofit organizations, Tech Impact runs workforce development programs to help young people learn in-demand skills to gain employment in the IT field.

Senior Support Engineer Tier 3

Please note: This is a fully remote position. The Hiring team is only considering candidates located in EST or CST at this time.

Benefits of Working for Tech Impact:

• We pay 90% of associate and dependent medical benefits and cover your out-of-pocket medical expenses.
• Paid Time Off - 15 days accrued in the first year
• 10 Paid Holidays
• 401K matches up to 3% of gross salary
• Employer-paid life insurance benefit
• We offer both remote & hybrid positions
• Learn more about Tech Impact:?

Summary of Position:

• Salary range: $73,000-$80,000

Under general supervision, the Senior Support Engineer is responsible for providing multi-level support that includes diagnosing, troubleshooting, and resolving user issues in a fast paced-dynamic environment. The Senior Support Engineer answers incoming support requests and issues escalated by other technical staff. They analyze problems/issues/inquiries, assign severity levels to the appropriate technician, and follow through to resolution. The Senior Support Engineer is also responsible for performing callbacks, ensuring issues are resolved in a timely manner and that ticket information is accurate. Senior Support Engineers will be responsible for handling complex technical issues and project work.

Tech Impact is a nonprofit organization dedicated to its staff. Applicants should expect a fast-paced environment with frequent exposure to new and challenging problems. Tech Impact expects most employees to transition over time into more technical and autonomous roles within the organization.

Duties and Responsibilities:

Service Desk Support

· Provides Tier 3 technical support to all clients

· Serves as an escalation point for Tier 2 Engineers

· Provides direct support on network communications issues

· Available to handle inbound issues via email and phone queue

Monitoring

· Monitors the network management system (Kaseya VSA) and responds to issues

· Performs recurring network management tasks as required

· Develops scripts and other monitoring improvements as required

Projects

· Serve as the technical lead on implementation projects, as assigned

· Provides technical support on implementation projects, as assigned

Customer Service

· Maintains strong customer service skills when dealing with clients, vendors, and other Tech Impact partners

· Provides technical sales support when engaged by the account management and sales teams

· Advises Account Management of client support or recurring technical issues

· Delivers on agreed-upon scopes of work as defined by approved projects

Professional Development

· Improves knowledge of current and future technologies that may be of benefit to Tech Impact or its clients

Other Duties

· Work with team to identify, develop, and document automation opportunities

· Work with team to identify and develop new technology solutions

· Provides technical project support as directed

· Performs other duties as assigned

Qualifications:

· 10+ years of IT experience with a broad background in IT infrastructure

· Extensive hands-on experience in deploying and maintaining data networking systems, including SonicWALL and other firewalls, Cisco Meraki switches, Ubiquiti Unifi WAPs, and more

· Experience administering a cloud-based IT services/infrastructure platform (Microsoft 365, Google Workspaces, AWS, Azure etc.)

· Experience configuring / administering / managing a directory server (Active Directory, LDAP, Entra ID, etc.)

· Advanced understanding of networking is required. Ability to configure/troubleshoot DHCP/DNS, VLAN’s, VPN, etc.

· Experience deploying, maintaining, and supporting VMWare ESXi and/or Microsoft Hyper-V environments.

· Experience managing and supporting VoIP systems

· Excellent troubleshooting skills

· Experience in a managed services environment preferred

· Experience working for nonprofits preferred

· Excellent communication, writing, analytical, and creative problem-solving skills

· Excellent customer service skills, including the ability to translate technical information to non-technical users

· Ability to manage multiple projects/tasks simultaneously with tight deadlines

· Ability to work well in a team environment

Applying For This Role:

• When applying for this role, please submit a cover letter, resume, references, and samples or links to your portfolio site
• Please note this is a remote position however candidates will need to be located in one of the following states: AR, CO, DE, FL, GA, IA, IL, IN, KY, MD, NC, NJ, NV, NY, OH, PA, TN, VA, WI, WV

Tech Impact Employment Policy:

• As an equal-opportunity employer, Tech Impact values a diverse, inclusive workforce, and we provide equal employment opportunities to all applicants and associates. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, physical or mental disability, medical condition, family care status, marital status, domestic partnership status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. We also consider qualified applications regardless of criminal histories consistent with legal requirements.
• ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
• Requires the ability to use a computer and other office-related equipment.