Senior IT Engineer (Level 3 & Escalation)
Soraya Consulting Limited
- Port-of-Spain
- Negotiable
- Fixed term contract
- Updated 18/03/2025
- Human Resource
Our client is seeking a highly skilled Senior IT Engineer to serve as the final escalation point for complex IT issues.
Job Title: Senior IT Engineer (Level 3 & Escalation)
Location: Remote
Client: United Land Services, Jacksonville Florida
About Our Client:
United Land Services is a rapidly growing organization with over 1,400 employees across 36 branch locations in five states. As they continue to expand through frequent branch acquisitions and organic growth, they are looking for a seasoned IT professional to join their dynamic IT team. This is an excellent opportunity to play a critical role in maintaining and enhancing a robust, secure, and efficient IT infrastructure.
Position Overview:
Our client is seeking a highly skilled Senior IT Engineer to serve as the final escalation point for complex IT issues. In this role, you will collaborate closely with the Integration and Migration Technician to complete key IT projects, work with the support desk to resolve long-standing issues, and provide hands-on desk side support when needed. Additionally, you will mentor and train team members while driving process improvements through comprehensive documentation and the implementation of new procedures.
Summary:
The Senior IT Engineer (Level 3 & Escalation) is responsible for providing high-level technical support and resolution for complex IT issues. This role acts as the final escalation point, collaborates on key IT projects, coordinates with the IT support desk, and offers hands-on assistance for critical issues. In addition, the position includes mentoring technicians, developing comprehensive documentation, and driving process improvements. Key focus areas include:
- Escalation Management: Resolve advanced technical issues that have not been resolved at lower support levels.
- Project Collaboration: Work with the Integration and Migration Technician to ensure timely completion of IT projects.
- Support Desk Liaison: Actively monitor and close outstanding support desk issues older than 30 days and provide desk side support as needed.
- Team Mentorship & Training: Develop and coach team members (up to Level 3) in best practices and advanced troubleshooting techniques.
- Documentation & Process Improvement: Establish and maintain detailed procedural documentation within the first three months and drive the implementation of new procedures by six months.
Key Duties & Responsibilities:
A. Escalation & Troubleshooting
- Primary Escalation Point:
- Serve as the final level of support for resolving complex IT issues involving hardware, software, cloud services, and network infrastructure.
- Diagnose and resolve incidents that require deep technical expertise, leveraging advanced troubleshooting techniques.
- Vendor Coordination:
- Work closely with external vendors and service providers to escalate issues beyond internal resolution, ensuring effective follow-up and resolution.
- Incident Reporting:
- Maintain detailed records of escalated issues, resolutions, and any lessons learned to enhance future troubleshooting and preventive measures.
B. Project Collaboration
- Project Execution:
- Collaborate with the Integration and Migration Technician to plan, execute, and complete IT projects such as cloud migrations, infrastructure upgrades, and system integrations.
- Participate in project meetings, provide technical insights, and ensure project deliverables meet quality and deadline standards.
- Change Management:
- Identify opportunities for process improvement and participate in change management initiatives, ensuring a seamless transition of new systems or procedures.
C. Support Desk Coordination
- Ticket Management:
- Regularly review the IT support desk’s ticket queue, prioritizing and resolving issues that have been outstanding for more than 30 days.
- Provide desk side support where necessary to ensure end-user issues are resolved promptly.
- Feedback Loop:
- Work with Level 1 and Level 2 support teams to implement feedback mechanisms that improve ticket resolution processes and reduce recurring issues.
D. Mentorship & Training
- Skill Development:
- Mentor and train technicians up to Level 3, ensuring they are equipped with the necessary technical and troubleshooting skills.
- Lead regular training sessions, workshops, and one-on-one coaching to foster continuous professional development.
- Knowledge Sharing:
- Develop a structured approach for knowledge sharing across the IT team, including the creation of troubleshooting guides and best practice documents.
E. Documentation & Process Improvement
- Procedure Documentation:
- Within the first three months, produce detailed, clear, and comprehensive documentation for all key IT processes and standard operating procedures.
- Maintain and update documentation regularly to reflect changes and improvements.
- Process Implementation:
- By the six-month mark, implement new procedures and initiate process changes that improve efficiency, reduce downtime, and streamline IT operations.
- Continuous Improvement:
- Identify areas of waste or inefficiency and propose cost-effective, innovative solutions that align with the organization’s strategic objectives.
F. Technical Infrastructure Management
- Cloud Services Administration:
- Oversee cloud-based services such as Microsoft 365 and Azure, ensuring optimal performance, security, and compliance.
- Monitor cloud environments and implement improvements based on usage trends and technological advancements.
- Network Management:
- Manage network components including Cisco Meraki firewalls, Ubiquiti switches, VPN connections, and wireless access points.
- Implement network security best practices, including regular audits and vulnerability assessments.
- Mobile & Endpoint Management:
- Administer IBM MaaS360 for mobile device management, ensuring that over 600 mobile devices and 400 cellular-enabled tablets comply with security policies.
- Oversee endpoint protection measures, ensuring that all systems are secured against potential threats.
G. Customer Focus & Communication
- Stakeholder Engagement:
- Maintain a customer-first approach, ensuring that all interactions with end-users and stakeholders reflect the company’s commitment to quality service.
- Clear Communication:
- Provide timely, clear, and detailed communication regarding issue status, project progress, and system health to IT management and other departments.
- Reporting:
- Generate regular status reports on escalated issues, project milestones, and overall IT performance for review by management.
Education, Knowledge and Experience
Education:
- Master’s degree in computer science, Information Technology, or a related field is preferred.
Experience:
- A minimum of 10 years of progressive IT support experience, with significant responsibility in Level 3 and escalation support.
- Experience in a Managed Service Provider (MSP) environment is preferred.
- Demonstrated experience with cloud platforms (Microsoft 365, Azure), network infrastructure (Cisco Meraki, Ubiquiti), mobile device management (IBM MaaS360), and endpoint protection tools.
OR
Competencies:
- Technical Proficiency:
Advanced knowledge of cloud services, network infrastructure, mobile device management, and endpoint security. - Analytical & Problem Solving:
Ability to diagnose and resolve complex technical issues quickly and effectively. - Leadership & Mentorship:
Proven track record of mentoring and developing junior technicians. - Project Management:
Strong organizational skills with experience managing multiple projects and deadlines. - Communication:
Excellent written and verbal communication skills, with a focus on clear documentation and status reporting. - Customer Orientation:
A steadfast commitment to delivering exceptional service to all stakeholders. - Adaptability:
Capability to thrive in a fast-paced, evolving environment and manage multiple priorities effectively.
If you are an experienced IT professional with a passion for resolving complex technical challenges and mentoring others, we want to hear from you. Note that only successful candidates will be contacted.
Join our client, United Land Services, and be a part of their exciting growth journey!
This posting is managed by Soraya Consulting Limited on behalf of United Land Services. Recruitment and Employment Activities will also be managed by Soraya Consulting.
Soraya Consulting Limited
- 18 Scott Bushe Street, Port of Spain, Trinidad and Tobago
