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Technical Support Lead Engineer - L3

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Mexico

Offer summary

Qualifications:

Bachelor's degree in computer science or IT, 5+ years in Service Desk or Tier 3 Support, Experience with Microsoft Modern Workplace and Connectwise Asio, Hands-on knowledge of Unifi and Meraki.

Key responsabilities:

Guide the help desk team on complex technical issues
Collaboration with other teams for long-term solutions

TLNT Human Resources, Staffing & Recruiting Startup https://www.gotTLNT.com

11 - 50 Employees

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Job description

A Microsoft-centric Managed Services Provider that propels businesses into the digital age, with a global clientele and a diverse team distributed across various geographies, is looking for an exceptional Technical Support Lead Engineer to provide technical leadership for our help desk team.

This role emphasizes driving exceptional technical outcomes and operational efficiency without direct management authority over team members. The ideal candidate will champion customer satisfaction, guide technical excellence, and proactively address recurring challenges. A strong understanding of Microsoft Modern Workplace and Connectwise Asio platform solutions and hands-on expertise in networking technologies, including Unifi and Meraki, is critical to this role.

This is an incredible remote opportunity to work for a US-based company.

What You'll Do

Technical Leadership

Serve as the primary technical escalation point for the help desk team, offering guidance on complex issues related to workstations, servers, networking, and Microsoft Modern Workplace tools.

Provide advanced troubleshooting and configuration expertise for networking equipment, including Unifi, Meraki, and VoIP solutions.

Collaborate with the Proactive Cloud Team to analyze recurring technical issues and implement long-term solutions.

Networking Expertise

Manage and troubleshoot networking setups, including VLANs, wireless configurations, and site-to-site VPNs in Unifi and Meraki environments.

Provide technical insights into network architecture improvements and ensure optimal performance across client environments.

Identify root cause problems and solutions to develop best practices for scalability and security that can be rolled out to our client base as standards, always hunting to prevent problems.

Customer Focused Solutions

Ensure all technical resolutions align with client needs and expectations, prioritizing customer satisfaction.

Proactively identify and implement measures to prevent recurring issues, enhancing overall client trust.

Process & Innovation

Collaborate with the Services Manager to refine workflows and optimize technical operations.

Advocate for and implement tools, automation, and documentation practices that drive help desk efficiency.

Collaboration

Act as a technical liaison between the help desk team and other delivery areas, ensuring alignment and seamless communication.

Partner with the Technology Alignment Manager (TAM) and other proactive service roles to address and prevent systemic client issues.

What You Need

Bachelor’s degree in computer science, Information Technology, or equivalent experience.

5+ years of experience in Service Desk or Tier 3 Support, with a focus on delivering services to external clients.

Technical Expertise:

In-depth knowledge of Microsoft Modern Workplace solutions, including Microsoft 365 and Azure.

Experience with Connectwise Asio PSA and UMM

Hands-on experience with Unifi and Meraki networking solutions, including wireless networks, VPNs, and VLAN configurations.

Advanced troubleshooting skills across hardware, software, and networking technologies.

Experience:

Previous experience in an MSP or equivalent technical support environment is preferred.

Familiarity with service management tools like ConnectWise or equivalent platforms.

Disciplined time entry – this is the only way to track issues and prevent them through system and process, this experience is key.

Skills:

Excellent problem-solving skills with a proactive approach to issue resolution and prevention.

Strong communication abilities, with a client-focused mindset and the capability to manage expectations effectively.

Certifications (Highly Desirable):

Microsoft certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.

Networking certifications such as Cisco Certified Network Associate (CCNA), CompTIA Network+, or Certified Wireless Network Professional (CWNP).

Security certifications like CompTIA Security+, Microsoft Certified: Security, Compliance, and Identity Fundamentals, or equivalent.

Certifications specific to Unifi or Meraki (e.g., Ubiquiti Enterprise Wireless Admin (UEWA) or Meraki Certified Network Associate (CMNA)).

Salary & Perks

Competitive salary.

This is a full-time, long-term position.

The position is immediately available and requires entering into an independent contractor agreement.

Work from home.

Monday through Friday, 8 am to 5 pm (+/- 2 hours accepted) - CST.

Additional perks.

The next step will take you to an application form that requires you to answer some questions and upload your resume in English. Please answer completely so that we can get to know you better.