At CTMS, we’re a leading Managed Service Provider (MSP) known for delivering cutting-edge technology solutions and exceptional service to our clients. Our team is passionate about innovation and committed to excellence. We are expanding and seeking a highly skilled and experienced Tier 3 Senior Technical Engineer to join our dynamic team. *This is an onsite role; candidates must reside in the Greater Cleveland/Akron, Ohio area. Position Overview: As a Tier 3 Senior Technical Engineer, you will play a critical role in providing advanced technical support and solutions for complex IT issues. You will be responsible for troubleshooting and resolving high-level technical problems, designing and implementing solutions, and mentoring junior engineers. This role requires a deep technical expertise, a problem-solving mindset, and the ability to work collaboratively with clients and internal teams. Key Responsibilities: - Technical Leadership: Provide guidance and mentorship to Tier 1 and Tier 2 engineers, ensuring best practices and high-quality support. Escalation engineers are expected to mentor lower tier techs on technical, client, procedural, and interpersonal skills. Engineers should realize that uplifting everyone at the company helps them as well.
- Advanced Troubleshooting: Diagnose and resolve complex technical issues related to networking, servers, applications, and infrastructure.
- Solution Design: Architect and implement solutions to address client needs and enhance system performance.
- Service Tickets: Engineers are expected to work assigned tickets on appropriate boards and keep service tickets in SLA.
- Projects: Engineers are expected to work on projects as required, at varying levels of involvement depending on position.
- On Call: Engineers are expected to fulfill either normal on-call duties, or backup on-call.
- Client Interaction: Communicate effectively with clients to understand their technical requirements and provide tailored solutions.
- Documentation: Create and maintain detailed documentation for troubleshooting processes, solutions, and knowledge sharing.
- Continuous Improvement: Stay current with emerging technologies and industry trends to continuously improve our service offerings.
Qualifications: - Experience: Minimum of 3 years of experience in a senior technical support or engineering role, with a strong background in MSP environments. Management or leadership experience strongly preferred.
- Technical Skills: Expertise in Windows Server, Active Directory, virtualization (VMware, Hyper-V), networking (TCP/IP, VPNs, firewalls), and cloud platforms (AWS, Azure).
- Certifications: Relevant certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Solutions Architect Expert, or Cisco CCNP are preferred.
- Problem-Solving: Exceptional analytical and troubleshooting skills with the ability to resolve complex issues efficiently.
- Communication: Excellent verbal and written communication skills with the ability to interact professionally with clients and team members.
- Team Player: Strong interpersonal skills and the ability to work effectively in a collaborative team environment.
What We Offer: - Competitive Salary: Attractive compensation package based on experience.
- Benefits: Comprehensive health, dental, and vision insurance, 401(k) with company match, paid time off, bonus opportunities, fitness reimbursements, mileage reimbursements, and professional development opportunities.
- Growth: Opportunities for career advancement in a rapidly growing organization.
- Culture: A supportive and inclusive work environment where innovation and teamwork are encouraged.
The salary range for this role is $75,000-$90,000 per year; commensurate with experience and skills. How to Apply: If you are a highly skilled and motivated Senior Technical Engineer looking to take on new challenges and contribute to a growing organization, we would love to hear from you!
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