Support Center Engineer III

redShift Recruiting, LLC

Albany, NY

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JOB DETAILS

SALARY

$75,000–$90,000 Per Year

SKILLS

Automation, Best Practices, Cloud Computing, Computer Science, Consulting, Continuous Improvement, Corrective Action, Customer Escalations, Customer Satisfaction, Customer Service Operations, Customer Support/Service, Customer/Client Research, Data Recovery, Develop and Maintain Customers, Disaster Recovery, Documentation, Firewalls, Identify Issues, Incident Management, Information Technology & Information Systems, Leadership, Local Area Network (LAN), MCITP - Microsoft Certified IT Professional, MCSE - Microsoft Certified Systems Engineer, Mentoring, Microsoft Active Directory, Microsoft Certifications, Microsoft Exchange Server, Microsoft Hyper-V, Microsoft Office, Microsoft Windows Desktop, Microsoft Windows Operating System, Microsoft Windows Server, Mobile Devices, Multitasking, Network Administration/Management, Network Management Software, Network Routing, Network Security, Network Switching, Network Systems, On Call, Onboarding, Operational Strategy, Operations Management, Operations Planning, Power Outages, Preventative Maintenance, Problem Solving Skills, Procedure Development, Process Improvement, Quality Assurance, RMON, Recruiting/Staffing Agency, Root Cause Analysis, Sales Management, Service Delivery, Software Patches, Systems Administration/Management, Systems Engineering, Systems Maintenance, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Building, Team Lead/Manager, Technical Leadership, Technical Operations, Technical Support, Technical Writing, VMWare, Virtualization, VoIP (Voice over IP), Wide Area Network (WAN), Wireless Communications

LOCATION

Albany, NY

POSTED

17 days ago

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

To see a full listing of all our open positions, please visit:
https://www.redshiftrecruiting.com/jobs-hiring-near-me

redShift Recruiting is the region's premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions. Our superior service combined with our highly qualified and carefully selected bank of candidates sets us apart.

Support Center Engineer III

redShift Recruiting, LLC

Albany, NY

About the Company

redShift Recruiting, LLC

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