Must be eligible to obtain and maintain a U.S. Government security clearance.
A bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience, is required.
At least 6 years of experience in IT engineering, focused on MSP/MSSP environments.
Strong expertise in Microsoft 365 (GCC/GCC High preferred), including Entra, Exchange, Intune, Purview, SharePoint, and Teams.
Experience with Azure Entra, infrastructure, networking, migration, and storage accounts.
Proficiency with Active Directory and hybrid environments, including Group Policy Objects and Network Policy Server.
Ability to support Mac, iPhone, and supporting tools.
Advanced knowledge of networking, including firewalls, VPNs, SD-WAN, and SASE.
Knowledge of Windows/Linux infrastructure and virtualization technologies.
Hands-on experience with automation and scripting using PowerShell, Python, or Ansible to optimize deployments and system management.
Proficiency in infrastructure monitoring, performance tuning, and high-availability designs.
Strong understanding of MSP/MSSP tool stack management, including RMM, PSA, SIEM, EDR, email security, and backup solutions.
Ability to collaborate with security teams to align infrastructure with NIST 800-171, CMMC, and FedRAMP compliance standards.
Strong problem-solving skills and technical leadership experience, including mentoring junior engineers and driving automation initiatives.
Responsibilities
Act as the highest-level technical escalation point for engineering-related client and internal issues.
Lead technical troubleshooting, root cause analysis, and proactive problem resolution.
Communicate technical solutions clearly to clients to enhance customer trust and satisfaction.
Design, implement, and optimize hybrid cloud environments using Azure, AWS, GCC, and GCC High, focusing on automation, scalability, and performance.
Develop and implement automation strategies using PowerShell and Python to streamline provisioning, monitoring, and system management.
Maintain 99.99% uptime and high availability through proactive infrastructure monitoring, redundancy strategies, and disaster recovery planning.
Partner with Program Management to execute client onboarding, offboarding, and compliance readiness projects, ensuring technical feasibility and smooth transitions.
Work with Cybersecurity to align cloud and infrastructure security with NIST 800-171, CMMC, and FedRAMP standards; security implementation is managed by the Cybersecurity team.
Support Compliance teams in audits by ensuring technical configurations meet compliance requirements.
Collaborate with Account Management and Client Success to educate clients on infrastructure modernization, automation, and cloud strategy improvements.
Support MSP Customer Success Managers in educating clients on infrastructure improvements, security hardening, and IT best practices.
Provide technical insights during project meetings and business reviews to ensure client expectations are met.
Enhance customer satisfaction through clear, structured technical communication.
Conduct knowledge-sharing sessions for Tier 1 and Tier 2 engineers to reduce Tier 3 escalations and improve team expertise.
Desired Qualifications
Experience with Microsoft 365 GCC/GCC High is preferred.
Experience with AWS is a plus.
Experience supporting Azure AI, Copilot, and other AI products is a strong plus.
The Support Engineer III role is a technical leader within the Support Department, reporting to the Manager of Support. This role is responsible for escalation support, administration of key systems, and providing leadership to Tier I and Tier II support engineers. This role will also involve complex troubleshooting of technical issues, creating and documenting processes, and automation and scripting, across both internal and client environments. This position is collaborative with Cybersecurity, Compliance, and Program Management teams to ensure that infrastructure solutions align with security frameworks, operational best practices, and client needs. Success in this role is measured by improvements in customer retention, profitability, and customer satisfaction, achieved through strong client communication, high-performing teams, automation, and technical mentorship.
Key Responsibilities
Technical Leadership & Tier 3 Support
Act as the highest-level technical escalation point for engineering-related client and internal issues.
Lead technical troubleshooting, root cause analysis, and proactive problem resolution.
Ensure clear, client-friendly communication of technical solutions to enhance customer trust and satisfaction.
Cloud & Infrastructure Engineering
Design, implement, and optimize hybrid cloud environments (Azure, AWS, GCC/GCC High) with a focus on automation, scalability, and performance.
Develop and implement automation strategies (PowerShell, Python) to streamline provisioning, monitoring, and system management.
Maintain 99.99% uptime and high availability through proactive infrastructure monitoring, redundancy strategies, and disaster recovery planning.
Ensure compliance with NIST 800-171, CMMC, and FedRAMP, partnering with Cybersecurity & Compliance teams
Collaboration & Cross-Department Support
Partner with Program Management (PMO) to execute client onboarding/offboarding and compliance readiness projects, ensuring technical feasibility and smooth transitions.
Work with Cybersecurity to align cloud and infrastructure security with NIST 800-171, CMMC, and FedRAMP standards. (Security implementation is managed by the Cybersecurity team.)
Support Compliance teams in audits by ensuring technical configurations meet compliance requirements.
Collaborate with Account Management & Client Success to educate clients on infrastructure modernization, automation, and cloud strategy improvements.
Operational Maturity & Continuous Improvement
Support the MSP Customer Success Managers to educate clients on infrastructure improvements, security hardening, and IT best practices.
Provide technical insights during project meetings and business reviews to ensure client expectations are met.
Enhance customer satisfaction by ensuring clear, structured technical communication.
Conduct knowledge-sharing sessions for Tier 1 & Tier 2 engineers, reducing Tier 3 escalations and improving team expertise.
Qualifications
U.S. Citizenship is required.
Must be eligible to obtain and maintain a U.S. Government security clearance.
Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
6+ years of experience in IT engineering, with a focus on MSP/MSSP environments.
Strong expertise in Microsoft 0365 (GCC/GCC High preferred), including Entra, Exhange, Intune, Purview, Sharepoint, Teams.
Azure Entra, Infrastructure, Networking, Migration, Storage accounts (AWS a plus)
Proficiency with Active Directory and hybrid environments, including GPO and NPS.
Ability to support Mac, iPhone and supporting tools
Azure AI, Copilot, and other AI product support a strong plus
Advanced knowledge of networking (firewalls, VPNs, SD-WAN, SASE)
Windows/Linux infrastructure, and virtualization technologies.
Hands-on experience with automation/scripting (PowerShell, Python, Ansible) to optimize deployments and system management.
Proficiency in infrastructure monitoring, performance tuning, and high-availability designs.
Ability to collaborate with security teams, ensuring infrastructure aligns with security and compliance standards (NIST 800-171, CMMC, FedRAMP).
Strong problem-solving skills and technical leadership experience, mentoring junior engineers and driving automation initiatives.
What we offer:
Competitive salary range: $90,000 - $100,000 (commensurate with experience).
Comprehensive benefits package, including generous PTO.
Flexible hybrid work schedule.
Opportunities for professional growth and training.
A collaborative and innovative company culture that values teamwork and continuous improvement.
IsI Enterprises does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless IsI has an active agreement in place with the recruiter and such a request has been made by the IsI hiring team and such candidate was submitted to the IsI hiring team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to IsI in violation of this policy may be used by IsI without obligation to pay any fees of any kind to the recruiter.