Role Summary
The L3 Engineer is the senior technical resource on the Zazz managed services team. This role leads the
execution of client projects, owns the resolution of escalated service desk tickets, and runs procurement
and delivery of hardware assets through the Franklin, TN office. The L3 Engineer works across cloud,
identity, infrastructure, security, and end-user platforms, and is the escalation point for L1 and L2
engineers.
Key Responsibilities
Project Execution
- Lead execution of client projects from planning through cutover and handoff, including email, data, server, domain, and DNS hosting migrations.
- Build and follow project plans, runbooks, and cutover checklists, and report status to the Director of Operations.
- Support SOW scoping and technical estimates for new project work.
Escalations and Service Desk Support
- Own L3 escalations from the service desk, driving each to resolution and documenting root cause.
- Troubleshoot complex issues across operating systems, applications, networks, identity, and email flow.
- Mentor L1 and L2 engineers and turn recurring escalations into SOPs, knowledge base articles, and automation.
Hardware Procurement and Delivery (Franklin Office)
- Enable procurement, receiving, staging, configuration, and delivery of client hardware assets through the Franklin, TN office.
- Keep asset records accurate and aligned with client contracts and the PSA.
- Coordinate with vendors, distributors, and the Director of Operations on orders, lead times, and delivery.
Security and Compliance
- Deploy and maintain EDR/XDR, SIEM, MDM, email security, and identity security tooling for clients.
- Implement controls that support client compliance requirements, and document configurations as audit evidence.
Technical Requirements
Deep, hands-on experience across the following areas:
Cloud and Identity
- Azure, AWS, and GCP
- Active Directory, Entra ID, Okta, and Cisco Duo
- Office 365 and Google Workspace
- Identity and email standards: SCIM, DKIM, DMARC, and SPF
Servers, Endpoints, and Management
- Windows Server and Linux Server
- macOS and Windows desktop operating system support and troubleshooting
- RMM and MDM tools
- Terminal Services and RDP
- Desktop application support
Security
- EDR/XDR and SIEM tools
- Email security and identity security
Networking
- Routing, switching, firewalls, Wi-Fi, and PoE
- VPN, DNS, DHCP, and subnetting
- Email flow: SMTP, MAPI, POP3, and IMAP
Business and Data Platforms
- ERP and CRM systems
- EMR and EHR systems
- Power BI and other data analytics tools
Migrations
- Email, data, server, domain, and DNS hosting migrations
Scripting
- PowerShell, CMD, and Bash
- Light Java or Node.js is helpful
Compliance Knowledge
Familiarity with HIPAA, HITRUST, CMMC, NIST, ISO, GDPR, and PCI DSS, and the ability to apply them
to client environments.
Core Competencies
• Ownership of complex problems through resolution
• Clear written and verbal communication with clients and internal teams
• Documentation discipline (SOPs, runbooks, as-built records)
• Mentoring and technical leadership
• Time management across projects and escalations
Success Measures (first 12 months)
• L3 escalations resolved within SLA with documented root cause.
• Assigned projects delivered on scope, schedule, and success criteria.
• Franklin office hardware procurement and delivery running on a repeatable, documented process.
• Recurring escalations converted into SOPs, KB articles, or automation.
• L1 and L2 engineers show measurable growth through mentoring