Senior Support Engineer - L3

ZipRecruiter; Anaheim (CA); Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Level 3 Senior Support Engineer to join their dynamic team. This fully remote position offers the flexibility to work from anywhere while providing expert-level support to clients. You will engage in diverse responsibilities, including troubleshooting complex technical issues, managing customer interactions, and leading projects that may require onsite work. This role is perfect for a motivated individual with a strong background in networking technologies and VMware systems, looking to make a significant impact in a collaborative environment. Join a forward-thinking company that values your expertise and offers opportunities for growth.

Qualifications

• 5+ years of experience with networking technologies and VMware systems.
• Strong understanding of Windows OS, Active Directory, and VDI integration.

Responsibilities

• Provide expert-level support to clients via phone, email, and ticketing system.
• Participate in client projects and onboarding, including server installations.

Skills

Networking Technologies

Microsoft Software and Services

VMware Virtual Desktop Systems

PowerShell Scripting

Troubleshooting Skills

Communication Skills

Tools

VMware Horizon

vSphere

ESXi

vCenter Server

Job description

Job DescriptionJob DescriptionDescriptionWe 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 .
• 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.