Senior Support Engineer - L3

Shield Technology Partners; Anaheim (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

A leading technology services provider is seeking a Level 3 Senior Support Engineer to join their remote team. This role involves providing expert customer support, technical leadership, and participating in client projects. Ideal candidates will have extensive experience with networking technologies, Microsoft services, and VMware systems, along with relevant industry certifications. The position offers flexibility to work from anywhere while ensuring high-quality service delivery to clients.

Qualifications

• 5+ years of experience with networking and VMware technologies.
• Strong understanding of Windows OS, Active Directory, and VDI integration.
• Ability to work independently in a remote environment.

Responsibilities

• Provide expert-level customer support via phone, email, and ticketing.
• Participate in client projects and onboarding, including fieldwork.
• Resolve issues independently and mentor junior team members.

Skills

Networking technologies

Microsoft software and services

VMware virtual desktop systems

Scripting and automation

Troubleshooting and problem-solving

Communication skills

Education

Industry certifications (VCP, VCAP, VCDX)

Job description

We are looking for a highly skilled Level 3 Senior Support Engineer with substantial technology experience to join our managed services provider team. This is a 100% remote position with multiple shifts available, offering flexibility and the opportunity to work from anywhere.

Key Responsibilities

• Customer Support : Provide expert-level support to clients via phone, email, and ticketing system, ensuring all interactions are documented and tracked through the final resolution.
• Professional Services Automation : Utilize ticketing systems to manage and document customer interactions, compliance with SLAs, and track service time.
• Field Work / Onsite : Participate in client projects and onboarding, which may require travel and hands-on fieldwork such as server installations.
• On Call Support : Participate in weekend and holiday on-call rotations, providing support outside of regular hours as needed.
• Technical Leadership : Resolve most issues independently without escalation, provide guidance and mentorship to junior team members, and ensure proper escalation of higher-level issues.
• Adherence to Policies : Follow company-specific policies and procedures as outlined in the employee and technician handbooks.

Skills, Knowledge and Expertise

• Extensive experience (5+ years) with networking technologies, Microsoft software and services, and VMware virtual desktop systems, including VMWare Horizon, vSphere, ESXi, and vCenter Server.
• Strong understanding of Windows operating systems, Active Directory, and group policies, and their integration into VDI environments.
• Experience with scripting and automation using PowerShell or other relevant scripting languages.
• Excellent troubleshooting and problem-solving skills, with a proven ability to analyze and resolve complex technical issues.
• Strong communication and interpersonal skills, both verbal and written, with the ability to effectively collaborate with clients, team members, and stakeholders at all levels of the organization.
• Industry certifications such as VMWare Certified Professional (VCP), VMWare Certified Advanced Professional (VCAP), or VMWare Certified Design Expert (VCDX) are highly desirable.
• Highly motivated, self-sufficient, and able to work independently in a remote, collaborative environment.

Working Conditions

• This is a 100% remote position with office space available in the Orange County / Anaheim region if desired.
• Regular shifts with required flexibility for occasional off-hours and weekend work.
• Remote onsite work with clients may be a requirement and may involve occasional overnight travel.
• Physical requirements include standard home office environment, with some light to moderate lifting (15-50 lbs) required when working in data centers or on-site at customer locations.

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.

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Senior Support Engineer • Anaheim, California, US