Senior Support Engineer (PST or HST Applicants Only)

ZipRecruiter; Anaheim (CA); Remote; USD 125,000 - 150,000; Full time

Job summary

A managed services provider is seeking a highly skilled Level 3 Senior Support Engineer. This 100% remote role requires extensive experience in networking technologies, Microsoft software, and VMware systems. Responsibilities include providing expert customer support, managing client interactions, and participating in client projects. Competitive candidates will possess strong troubleshooting skills and industry certifications. Flexibility for shifts and travel may be required.

Qualifications

• 5+ years of experience with networking technologies and Microsoft services.
• Strong understanding of Windows OS, Active Directory, and group policies.
• Proven ability to analyze and resolve complex technical issues.

Responsibilities

• Provide expert-level support to clients via phone, email, and ticketing system.
• Utilize ticketing systems to manage customer interactions and compliance.
• Participate in client projects which may require travel for server installations.

Skills

Networking technologies

Microsoft software and services

VMware virtual desktop systems

Windows operating systems

Active Directory

Scripting and automation (PowerShell)

Troubleshooting and problem-solving

Communication skills

Industry certifications (VCP, VCAP, VCDX)

Job description

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.

Must work HI standard time or 2nd shift HI standard time (12-8, 2-11).

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.

We are an equal opportunities employer and welcome applications from all qualified candidates.