Senior Support Engineer (L3)

GiaSpace inc

Gainesville (FL)

Remote

USD 70,000 - 80,000

Full time

5 days ago

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Benefits offered by this job

AI tools

Professional development

Remote work equipment

Health insurance

Life insurance

AD&D insurance

401(k)

On-call recognition

Collaborative team

Job summary

GiaSpace is seeking a Senior Support Engineer (L3) to be the top escalation point on our service desk. This remote role (U.S.

Eastern Time hours) carries L2 escalations, service desk tickets, and project delivery; you’ll diagnose, document, and own outcomes with a strong focus on First-Time Fix. You’ll work with ConnectWise Manage, Microsoft 365, Active Directory, and security tooling while mentoring junior technicians.

Qualifications

5+ years of IT support experience, including MSP environments.
Expert-level troubleshooting of Windows Server, RDP, and VPN.
Proven ability to manage IT projects from planning to delivery.
Strong Windows desktop fundamentals and ability to handle busy queues.
Strong networking fundamentals: DNS, DHCP, TCP/IP, and firewalls.
Microsoft 365 administration and basic Azure experience.
Active Directory and Group Policy administration.
Experience with PSA and RMM platforms such as ConnectWise Manage, NinjaOne, Datto RMM.
Experience with security platforms such as ThreatLocker, Huntress.
Habit of documenting solutions and contributing to a knowledge base.
Strong written and verbal English communication; explain technical issues to all.
Ability to work U.S. Eastern Time hours.

Responsibilities

Own L2 escalations and complex issues to stable resolution.
Troubleshoot Windows Server and RDP/Remote Desktop Services.
Diagnose and resolve VPN and networking issues.
Identify recurring issues and drive root-cause fixes.
Escalate to Senior Network Engineer with proper handoff.
Work daily tickets in ConnectWise Manage with First-Time Fix focus.
Administer Microsoft 365 and Exchange Online.
Active Directory administration tasks.
Triage alerts from security stack (ThreatLocker, Huntress, etc.).
Provide client-facing support via phone, email, and remote sessions.
Manage client projects from planning through delivery.
Document solutions in UseWhale after resolution.
Mentor L1/L2 technicians through knowledge transfer.

Skills

MSP experience

Windows Server

RDP/TS

VPN technologies

Active Directory

Group Policy

Microsoft 365

Networking basics

Security platforms

Documentation

English communication

ET hours

Tools

ConnectWise Manage

NinjaOne

Datto RMM

ThreatLocker

Huntress

CyberCNS

Zorus

Job description

Senior Support Engineer (L3) | Remote (U.S., Eastern Time hours) | Full-Time | $70,000 to $80,000 DOE with MSP experience

Read This First

We are not looking for the most certified person who applies. And we are not looking for a server admin who only wants projects.

We are looking for the technician other technicians trust: someone who diagnoses instead of guesses, documents instead of hoards, and treats a client's problem as their own until it's actually solved. Someone who takes the hardest escalation of the day and, when the queue gets busy, works tickets right alongside the team.

At GiaSpace, when it gets busy, it is all hands on deck. If that's you, keep reading.

About GiaSpace

GiaSpace is a managed services provider founded in 2005, serving small and midsized businesses across Florida, Texas, and Oklahoma. Everything we do runs on three words: Fast. Friendly. First Time Fix.

We learn how a client works before we tell them how technology should work, and we treat client trust as a strategic asset rather than a transaction. The people we hire are how we stay the trusted IT partner our clients rely on.

What the Role Actually Is

You are the top escalation point on our service desk and a hands-on, client-facing problem solver. You sit between our L1/L2 technicians and our Senior Network Engineer. You take the complex tickets, and you make recurring problems stop recurring.

You are also a working member of the service desk. You carry your share of daily client tickets, and when volume spikes you jump into the queue without being asked. Your time splits across four things:

Escalations: owning complex issues through stable resolution.
Service desk: working daily tickets with the team, especially when it gets busy.
Projects: managing client projects from planning and execution through delivery.
Prevention: root-cause fixes and documentation that keep tickets from coming back.

How We Work (and How You'll Be Measured)

We Diagnose. We Don't Guess. We refuse GPMO: Guessing, Patching, Moving On. A ticket is done when the root cause is identified, the issue is resolved correctly, the client is satisfied, and the ticket stays closed. If a client ever says "This again," we didn't do our job.
We Document Immediately. If something you learned would otherwise live only in your head, it goes in the knowledge base right after resolution. Knowledge hoarding is a disqualifier here, not job security.
We Own Outcomes. We don't blame users, clients, vendors, coworkers, or the last technician who touched it. We surface problems early and own mistakes out loud.
We Communicate Quickly. Clients should never wonder whether we're working on their issue. Team members should never wonder whether you're available.
We Win as a Team. You make the technicians around you better: answering questions, pointing them to the right resources, escalating cleanly, and sharing knowledge openly.
We Keep Improving. Nobody coasts. Technology changes too fast for that. So do we.

Key Responsibilities

Escalations and advanced troubleshooting

Own L2 escalations and complex issues requiring advanced troubleshooting through stable resolution.
Troubleshoot Windows Server and RDP / Remote Desktop Services, including licensing, connectivity, and session management.
Diagnose and resolve VPN and networking issues (DNS, DHCP, TCP/IP, firewalls, wireless, switch port connectivity).
Identify recurring issues and drive root-cause fixes.
Escalate to our Senior Network Engineer within 30 minutes when an issue is outside scope or not progressing, with a clean handoff (ticket number, what was checked, what is needed).

Service desk (all hands on deck)

Work daily client tickets in ConnectWise Manage with a focus on First-Time Fix Excellence, and jump into the queue when volume spikes.
Administer Microsoft 365: Exchange Online, Teams, OneDrive, SharePoint permissions, license assignments, MFA resets.
Perform Active Directory administration: accounts, password resets, group memberships, Group Policy diagnosis.
Troubleshoot Windows 10 and 11 workstations, drivers, peripherals, printers, and line-of-business applications.
Triage and act on alerts from our security and monitoring stack, including Huntress, ThreatLocker, Zorus, and CyberCNS.
Provide client-facing support with professionalism and urgency across phone, email, and remote session. Pick up the phone when a real conversation beats another email.

Project delivery

Successfully manage client projects from planning, through execution, to delivery.
Define scope, build the plan and timeline, coordinate the work, and keep the client updated until the project is delivered and documented.
Balance project work with the service desk. When the queue gets busy, projects pause and you jump in.

Team and documentation

Document solutions, fixes, and gotchas in UseWhale immediately after resolution.
Mentor L1 and L2 technicians through structured knowledge transfer and coaching. Leave the team stronger than you found it.
Respond to team escalations on Slack within 2 minutes during work hours, or use the "brb" protocol when stepping away.
Participate in a light rotating on-call schedule of approximately 4-hour Monday and Tuesday shifts shared across the team.

What You Need to Bring

Minimum 5 years of IT support experience, including MSP experience handling escalations across multiple client environments.
Expert-level troubleshooting of Windows Server, RDP / Terminal Services, and VPN technologies.
Proven ability to successfully manage an IT project from planning and execution through delivery.
Strong Windows desktop fundamentals and comfort working a busy ticket queue.
Strong networking fundamentals including DNS, DHCP, TCP/IP, and firewalls.
Microsoft 365 administration experience and basic Azure experience.
Active Directory and Group Policy administration experience.
Experience with PSA and RMM platforms such as ConnectWise Manage, NinjaOne, Datto RMM, or similar.
Experience with security platforms such as ThreatLocker, Huntress, or similar.
A demonstrated habit of documenting solutions and contributing to a knowledge base.
Strong written and verbal English communication skills, and the ability to explain technical issues to both end users and executives.
Ability to work U.S. Eastern Time hours.

What This Role Is Not

Not a server-admin-only or projects-only role. When the queue is busy, you're in it.
Not a pure network engineering role.
Not an enterprise-only infrastructure role.
Not a heads-down, no-client-contact position.
Not a fit for someone focused only on certifications, or who prefers working alone.

Red Flags

This role is probably not a fit if you:

Frequently change jobs without a clear reason.
Dislike documentation or resist feedback.
Need constant direction or prefer working in isolation.
Think helping junior technicians is someone else's responsibility.
Think ticket work is beneath an L3.
Believe closing tickets is more important than solving problems.
View clients as interruptions rather than partners.

Certifications

CompTIA, Microsoft, Azure, and other certifications are welcome. However, proven client service, communication, accountability, and problem-solving ability matter more than certifications alone.

Hiring Process