Position Summary

The Engineer 3 serves as a senior technical resource within the Managed IT Services organization, responsible for complex engineering, solution design, technical leadership, automation, and operational improvement initiatives.

This role supports on-premises, cloud, and hybrid customer environments while serving as a Tier 3 escalation point for complex technical issues. Engineer 3 team members are expected to look beyond individual incidents and identify systemic issues, recurring trends, and opportunities for automation that improve customer outcomes while reducing support demand, operational complexity, and organizational risk.

Successful candidates are experienced technical consultants who can design solutions, lead projects, mentor engineers, and drive continuous improvement across the Managed IT Services organization.

What You'll Do

Infrastructure, Cloud & Hybrid Engineering

• Design, deploy, support, and troubleshoot complex on-premises, cloud, and hybrid IT environments.
• Design, implement, and maintain Windows Server environments utilizing current Microsoft-supported server platforms.
• Design and support Active Directory and Microsoft Entra ID environments, including hybrid identity solutions.
• Administer and support Microsoft 365, Google Workspace, and cloud productivity platforms.
• Design, deploy, and maintain virtualization environments utilizing VMware and Hyper-V technologies.
• Configure and support Azure infrastructure and cloud services.
• Design and support enterprise storage, backup, disaster recovery, and business continuity solutions.
• Troubleshoot advanced networking issues involving TCP/IP, DNS, DHCP, routing, switching, VPN, VLAN, and WAN technologies.
• Support server, storage, virtualization, identity, and cloud infrastructure across diverse customer environments.

Security & Identity

• Design and implement security best practices across customer environments.
• Configure and support Microsoft Defender, endpoint security, identity protection, Conditional Access, MFA, and related security technologies.
• Conduct security reviews and participate in remediation planning for identified risks and vulnerabilities.
• Assist customers with security modernization initiatives and security-focused projects.
• Ensure engineering solutions align with organizational and industry security best practices.

Automation & Operational Efficiency

• Develop scripts, workflows, and automation utilizing PowerShell and other automation platforms.
• Identify repetitive operational tasks and implement automation solutions that improve efficiency and consistency.
• Design scalable solutions that reduce manual effort and improve service delivery.
• Evaluate and implement tools, workflows, and integrations that improve operational effectiveness.
• Leverage AI-assisted technologies, automation platforms, and modern engineering practices to improve customer and business outcomes.

Service Optimization & Problem Management

• Analyze recurring incidents, service requests, and operational challenges across customer environments.
• Perform root cause analysis to identify underlying causes of recurring issues.
• Design and implement preventative solutions that reduce ticket volume and improve service stability.
• Partner with Service Desk, Engineering, Security, and Operations teams to eliminate recurring sources of support demand.
• Identify trends across customer environments and recommend improvements, standards, and automation opportunities.
• Contribute to operational maturity initiatives that improve consistency, reliability, and scalability throughout the organization.

Technical Leadership & Consulting

• Serve as a Tier 3 escalation resource for complex technical issues.
• Lead infrastructure modernization, cloud adoption, security, migration, and transformation projects.
• Mentor Engineer 1 and Engineer 2 team members through technical guidance, coaching, and knowledge sharing.
• Participate in technical reviews, architecture discussions, and solution design activities.
• Assist with developing and maintaining engineering standards, best practices, and deployment methodologies.
• Serve as a trusted technical advisor for customers, helping align technology decisions with business objectives.
• Contribute to strategic technology discussions and long-term infrastructure planning.

What You Bring

• 8+ years of Information Technology experience with extensive hands-on infrastructure, cloud, and systems engineering experience.
• Strong customer-facing consulting and communication skills.
• Experience supporting and designing on-premises, cloud, and hybrid environments.
• Experience leading complex technical projects and initiatives.
• Demonstrated ability to mentor and develop technical team members.
• Strong analytical and problem-solving skills.
• Proven ability to identify operational inefficiencies and create sustainable technical solutions.

Technical Expertise

Advanced Knowledge Of

• Microsoft 365
• Microsoft Entra ID
• Active Directory
• Azure cloud services
• VMware and/or Hyper-V
• Windows Server platforms
• Google Workspace
• Exchange Online
• SharePoint Online
• Microsoft Teams
• Microsoft Intune
• Backup and disaster recovery platforms
• Identity and access management
• Security and endpoint protection technologies
• LAN/WAN networking
• VPN technologies
• Enterprise storage solutions
• PowerShell scripting and automation

Preferred Experience

• Hybrid cloud environments
• Azure infrastructure
• Security frameworks and best practices
• Process automation and systems integration
• Managed Services environments
• AI-assisted operational tools and automation platforms

Preferred Certifications

• Microsoft Certified: Azure Administrator (AZ-104)
• Microsoft 365 Administrator (MS-102)
• Microsoft Certified Security Certifications (SC-200, SC-300, or equivalent)
• VMware Certified Professional (VCP)
• CompTIA Security+
• Relevant cloud, networking, virtualization, or security certifications

Success In This Role

A successful Engineer 3:

• Solves complex technical problems.
• Identifies and eliminates recurring issues.
• Automates repetitive work.
• Improves standards and operational efficiency.
• Serves as a trusted advisor to customers and peers.
• Mentors less experienced engineers.
• Drives modernization across on-premises, cloud, and hybrid environments.

Most importantly, Engineer 3 team members are expected to look beyond the immediate incident and identify the underlying problem around the problem, implementing scalable solutions that prevent future issues and improve the overall customer experience.