Bowman Williams

Compensation

Full Description

Support Engineer L3 – MSP Escalations Location: Houston, TX Employment Type: Full-Time | Direct Hire Industry: Managed IT Services (MSP) Compensation: $85,000 - $100,000 + Quarterly Bonuses About the Opportunity We are seeking an experienced Helpdesk Engineer (Tier 2/3) to join a well-established Managed Service Provider (MSP) in Houston, TX. This opportunity is ideal for an IT professional who enjoys troubleshooting complex technical issues, supporting multiple client environments, and gaining hands-on experience with infrastructure projects. The position combines traditional helpdesk responsibilities with advanced technical escalations and project-based engineering work. You will support a variety of client environments while working with technologies including Microsoft 365, Active Directory, Windows Server, Hyper-V, SonicWall, Ubiquiti, and Microsoft Intune. The ideal candidate has a strong MSP background, excellent troubleshooting skills, and the ability to independently resolve technical issues while delivering outstanding customer service. Key Responsibilities • Provide technical support across multiple MSP client environments, handling Level 1 through Level 3 support tickets. • Troubleshoot and resolve complex issues involving Microsoft 365, Active Directory, networking, servers, and workstations. • Serve as an escalation resource for advanced technical issues. • Administer and support Microsoft 365 applications, user accounts, and cloud services. • Troubleshoot Active Directory environments, user permissions, and authentication issues. • Configure, deploy, and troubleshoot SonicWall firewalls. • Install, configure, and support Ubiquiti switches and wireless access points. • Perform network infrastructure deployments, including firewalls, switches, and servers. • Deploy and support Hyper-V virtualization hosts. • Assist with Microsoft Intune deployments and endpoint management. • Troubleshoot Windows Server environments, workstations, and related infrastructure. • Participate in client infrastructure upgrades, installations, and technical projects. • Maintain accurate ticket documentation and provide timely updates to clients. • Collaborate with other engineers to resolve escalated issues and complete technical projects. • Deliver exceptional customer service while maintaining timely ticket resolution. Required Qualifications • Professional IT support experience handling advanced Tier 2 and Tier 3 technical issues. • Must have previous experience working in a Managed Service Provider (MSP) environment. • Strong Microsoft 365 administration and troubleshooting experience. • Experience supporting Active Directory and Windows Server environments. • Solid networking knowledge, including TCP/IP, DNS, DHCP, firewalls, switches, and wireless networking. • Hands-on experience configuring and troubleshooting SonicWall firewalls. • Experience supporting Ubiquiti networking equipment, including switches and wireless access points. • Experience troubleshooting servers, desktops, laptops, and other IT infrastructure. • Familiarity with Hyper-V virtualization environments. • Experience deploying or supporting Microsoft Intune. • Ability to troubleshoot complex technical issues independently. • Strong written and verbal communication skills. • Excellent customer service and problem-solving abilities. • Ability to manage multiple support requests and priorities in a fast-paced MSP environment. Preferred Qualifications • Microsoft certifications, including Azure Administrator or related Microsoft credentials. • CompTIA Network+ or other networking certifications. • Experience implementing network infrastructure projects. • Experience deploying firewalls, switches, servers, and virtualization hosts. • Additional experience with Microsoft cloud technologies and endpoint management. • Previous experience supporting multiple client environments simultaneously. Compensation & Benefits Competitive Base Salary + Quarterly Performance Bonuses • 100% company-paid health insurance with three plan options for employees • 100% company-paid dental insurance • 100% company-paid vision insurance • Dependent coverage available at additional cost • Quarterly bonus opportunities • 401(k) retirement plan with 3% company match • Certification reimbursement • Additional bonuses for select certifications • Mileage reimbursement at the federal mileage rate • Reimbursement for parking, tolls, and EZ TAG expenses • Generous paid time off • Paid company holidays Why Consider This Opportunity? • Advanced Technical Exposure: Work on everything from day-to-day troubleshooting to complex Tier 3 escalations. • Project Opportunities: Gain hands-on experience deploying networks, firewalls, servers, Hyper-V hosts, and Intune solutions. • Diverse Client Environments: Support multiple businesses and expand your experience across different infrastructures. • Professional Development: Take advantage of certification reimbursement and additional incentives for select technical certifications. • Comprehensive Benefits: Enjoy fully company-paid employee medical, dental, and vision coverage. • Established MSP Environment: Join a team focused on delivering technical solutions and maintaining strong client relationships.