Senior Engineer L3 Technician

JOB DESCRIPTION - LEVEL 3 TECHNICIAN  

Job Title: Level 3 Technician

Department: Service 

Reports To: Owner 

Location: Milwaukee, WI

Employment Type: Full-time (must be local to Milwaukee)

Role Summary 

The Level 3 Engineer serves as a senior technical resource responsible for advanced technical support, complex troubleshooting, and infrastructure improvement initiatives. This role is designed for a highly capable engineer who can independently resolve escalated issues, strengthen client environments, and contribute to both operational excellence and long-term project success. 

Core Mission of the Role 

Deliver high-level technical expertise across cloud, networking, security, and on-premise systems. 

Act as a dependable escalation point for lower-level technical issues. 

Improve client stability, security posture, and overall technology performance. 

Support structured project execution and technical scoping initiatives. 

Key Responsibilities 

Independently resolve advanced technical issues and escalations beyond Level 1/2 support. 

Review, troubleshoot, and remediate complex cloud, server, and networking incidents. 

Support infrastructure improvement initiatives within client environments. 

 Participate in scheduled technical projects, including migrations and system upgrades. 

Contribute to project scoping, feasibility analysis, and solution planning. 

 Assist in improving client cybersecurity controls and vulnerability management practices. 

 Maintain strong ticket hygiene, documentation, and response-time discipline. 

 Demonstrate operational awareness, including after-hours ticket review when necessary. 

Collaborate with internal teams to maintain consistent service delivery standards. 

Technical Competencies 

Microsoft Cloud / M365 

Microsoft Entra (Azure AD) 

Microsoft Azure 

Microsoft Intune 

Cloud migrations 

Networking 

VLANs 

Network structure and design fundamentals 

Basic routing and switching concepts 

Windows Active Directory 

 On-premise Active Directory management 

User and system administration 

Cybersecurity 

Vulnerability management 

Security scanning and remediation 

General security best practices 

Compliance 

Understanding of compliance concepts 

Ability to support compliance-related initiatives 

Success Profile / Strength Areas 

Strong vigilance and attention to detail 

Consistent focus on response times and client experience 

Strong remote troubleshooting and management capabilities 

Practical problem-solving mindset 

Security-oriented thinking and risk awareness 

Strong work ethic and team-first attitude 

Experience & Qualifications 

Approximately 4+ years of relevant technical experience 

Proven ability to resolve complex technical issues independently 

Experience in managed services or multi-client support environments preferred 

Relevant certifications are a plus but not required with strong experience 

Work Structure 

Employment Type: W-2 

Benefits: Healthcare Allowance  

Tools: Vehicle usage (SUV) driving to and from client sites 

Reporting Structure: Governed by company policies and handbook 

Schedule 

Standard hours: 

 Monday- Friday 8-4 

On-Call Structure 

Possible round-robin on-call rotation