Support Engineer Level 3

About NTI NetTech International (NTI) provides back-office and technical support services to U.S.-based companies. Our team is composed of talented professionals dedicated to delivering high-quality solutions, operational excellence, and exceptional customer service. At NTI, collaboration, accountability, and continuous improvement drive everything we do. What is it like to work at NTI? As a member of our technical team, you are critical to our customer success. We are a collaborative team dedicated to creating innovative solutions to solve our customers’ business challenges. We work hard and stay focused, but we never forget that the experience should be inspiring and enjoyable for the team, and that it all happens. About the Role Synetek Solutions is seeking a highly skilled Tier 3 Engineer to serve as the final technical escalation point within our Managed Services team. This is a senior-level position that is approximately 80% project-based and 20% support-focused . The ideal candidate will lead infrastructure and cloud initiatives, audit security environments, mentor junior engineers, and help define frameworks for zero-trust implementations. If you are a collaborative, solutions-driven professional with strong technical expertise and fluent English communication skills, we would love to hear from you. Key Responsibilities Project Management Lead internal and client projects: migrations, replacements/upgrades, and deployments such as firewalls, network devices, corporate email, anti-spam, platform migration, virtualization, and more. Design and implement in cloud environments such as Azure, Intune, SharePoint, and OneDrive. Attend project-related client meetings (kick-off and closure) and prepare project plans using our tools (ConnectWise PSA, ASANA, and others). Escalation & Support Serve as the final escalation point for technical issues for our technical team to solve higher-level network , hardware, and software issues. Maintain open communications with all team members to actively manage projects to their successful completion and escalated cases Participate in on-call support activities per the on-call schedule. Systems & Security Management All Tier 3 techs are required to complete admin training for all of our internal IT systems and tools Audit client environments for security vulnerabilities and assist in infrastructure planning. Lead in tuning alert thresholds across monitoring systems such as backups, anti-virus, critical systems, appliances, devices, and services Mentorship & Documentation Mentor and train Tier 2 engineers. Contribute to and maintain internal documentation. Document procedures, troubleshooting steps, and system configurations clearly and thoroughly. Required Experience Candidates should possess +6 of experience in an IT Support role within a business environment, with direct Managed Service Provider (MSP) experience preferred. Expertise required includes: Proficiency in Windows Server, Active Directory, Group Policy, Remote Desktop, Systems Virtualization using Hyper-V and VMWare, and Microsoft Office Products. Advanced knowledge of Intune / Azure AD, SharePoint Document Libraries, OneDrive, Microsoft Office 365 management, email (Exchange) administration and SPAM Solution . Extensive experience in network design, deployment, administration, and support of equipment and services, including but not limited to firewalls, switches, wireless access points, site-to-site VPNs, and VLANs. Comprehensive understanding of cloud security, zero-trust frameworks, and industry best practices. Proven experience in project management and coordination of client-facing technical initiatives. PowerShell and automation proficiency is preferred. Manage server and storage hardware, including planning, installation, configuration, maintenance, and troubleshooting to ensure optimal performance and reliability. Desired Certifications: Azure, Microsoft 365, Security+, Windows Server, Networking. Preferred Experience with: ConnectWise PSA (Manage), ConnectWise Automate, Control ( ScreenConnect ), IT Glue, BrightGauge , and ThreatLocker . Skills & Qualifications Fluent in English – Required Team player , prepared to approach each day with a teachable and constructive attitude. Ability to manage multiple projects effectively. Exceptional problem-solving and critical thinking skills. Meticulous attention to detail on every support request or task. Proficiency in utilizing diagnostic tools, remote desktop software, ticketing systems, and other technical support software. Excellent customer service skills , capable of conveying technical information to non-technical clients in a respectable manner. The company culture is strongly driven by our passion for the industry and dedication to our clients. Service-oriented approach – committed to completing tasks accurately and efficiently. Strong documentation skills coupled with excellent verbal and written communication abilities. Keen learner , staying abreast of current technologies, and adept at quickly assimilating new technologies. Perks & Benefits: DR Law Benefits Equipment Provided Flexible schedule Friendly, collaborative team culture, team activities Opportunities for training, mentorship, and professional development Interview process Application and review HR screening call Manager interview Technical interview Last interview with the leadership team