Support Center Engineer III

Our client, who is a highly respected technology services organization, is seeking a Site Lead – Support Center Engineer III to serve as a senior technical leader within its Managed Services team. As the Site Lead – Support Center Engineer III, you will serve as the senior escalation point for technical issues and major incidents while providing leadership and guidance to support engineers.

Site Lead – Support Center Engineer III
Location: Near Albany, NY
Salary Range: $75,000 – $90,000 annually
Employment Type: Full-Time
Schedule: Full-Time (40+ Hours Weekly) with On-Call Responsibilities Lead Technical Operations for a Premier Managed Services Environment
Our client, who is a highly respected technology services organization, is seeking a Site Lead – Support Center Engineer III to serve as a senior technical leader within its Managed Services team. This position is ideal for an experienced IT professional who thrives in complex technical environments, enjoys mentoring others, and excels at solving high-level infrastructure and support challenges.

This role combines advanced systems engineering, escalation management, customer support leadership, and operational excellence. The successful candidate will act as a technical subject matter expert while helping drive service quality, customer satisfaction, and continuous improvement across managed services operations. Position Overview
As the Site Lead – Support Center Engineer III, you will serve as the senior escalation point for technical issues and major incidents while providing leadership and guidance to support engineers. You will oversee complex troubleshooting efforts, support enterprise infrastructure environments, and ensure exceptional service delivery to clients across a variety of industries.

This position requires a strong technical background, leadership capabilities, and the ability to manage multiple priorities while maintaining a customer-first mindset. Key Responsibilities
Technical Leadership & Escalation Management

• Serve as the primary escalation point for complex technical issues and critical incidents
• Act as Incident Manager and Problem Manager during major outages and service disruptions
• Lead troubleshooting efforts for high-priority and long-running customer issues
• Provide technical guidance and mentorship to support engineers and service desk personnel
• Serve as a subject matter expert for infrastructure, systems, networking, and managed services best practices
• Assist with root cause analysis and implementation of long-term corrective actions

Managed Services Operations

• Support and maintain client infrastructure across diverse technology environments
• Deliver Tier I, Tier II, and Tier III technical support
• Assist with customer onboarding and transition activities
• Develop and implement operational efficiencies and automation initiatives
• Participate in continuous improvement efforts to enhance service delivery
• Support solution development and technology recommendations for managed services clients

Customer Support & Service Delivery

• Respond to customer issues via:
  • Phone
  • Email
  • Chat
  • Remote support platforms
  • Ticketing systems
• Provide exceptional customer service and communication throughout issue resolution
• Maintain ownership of customer issues through successful resolution
• Conduct customer follow-up and callback activities when necessary
• Ensure accurate documentation of incidents, resolutions, and support activities

Systems Administration & Infrastructure Support
Install, configure, support, and maintain:

• Windows Server environments
• Microsoft 365 / Office 365 platforms
• Active Directory
• Virtualization environments
• Storage solutions
• Network infrastructure
• Mobile device environments
• VoIP systems
• Backup and recovery solutions
• Cloud-based services

Networking & Virtualization
Support and maintain:

• LAN and WAN environments
• Enterprise networking infrastructure
• Virtual networks
• Wireless technologies
• Firewalls and network security systems
• VMware environments
• Hyper-V environments

Systems Monitoring & Maintenance

• Monitor infrastructure health and performance
• Manage patching and update deployment
• Review and troubleshoot backup jobs and recovery processes
• Maintain system documentation and client technical records
• Ensure preventative maintenance activities are completed
• Assist with tool development and operational enhancements

Team Development & Process Improvement

• Mentor and train engineers on technical best practices
• Develop technical procedures and knowledge-sharing initiatives
• Assist with standardization and documentation efforts
• Promote operational consistency and service excellence
• Support customer feedback initiatives and service quality improvements

Qualifications
Education

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred
• Equivalent combination of education and professional experience considered

Experience

• 8+ years of progressive IT engineering and systems administration experience
• Experience supporting enterprise-level infrastructure environments
• Strong background in managed services, technical support, or consulting environments
• Experience leading technical teams, mentoring staff, or serving as an escalation resource

Technical Expertise
Strong hands-on experience with:
Microsoft Technologies

• Microsoft 365 / Office 365
• Windows Server
• Active Directory
• Exchange environments
• Windows desktop operating systems

Networking

• LAN/WAN technologies
• TCP/IP networking
• Routing and switching concepts
• Network troubleshooting
• Wireless networking

Virtualization

• VMware
• Hyper-V
• Virtual infrastructure administration

Infrastructure

• Servers
• Storage solutions
• Backup and disaster recovery
• Endpoint management
• Mobile device support

Additional Technologies

• VoIP systems
• Network security solutions
• Patch management systems
• Remote monitoring and management tools

Preferred Certifications

• MCSE, MCITP, or equivalent Microsoft certifications
• Meraki certification or equivalent networking expertise
• Additional infrastructure, networking, or cloud certifications are highly desirable

 
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