Senior Tier 3 Technical Engineer
2 days ago
Tallahassee
Job Description Join Coaxis, a dynamic and growing managed IT services and cloud hosting provider serving 150+ SMB clients across the US. We deliver innovative, market-driven IT solutions including fully managed hosted virtual server environments with RDP, Citrix, and Parallels access, IaaS, colocation services in our SOC 2 certified data center, Microsoft 365 management, and advanced security offerings like MDR (Managed Detection and Response) and ITDR (Identity Threat Detection and Response). As our Senior Tier 3 Technical Engineer, you'll be the technical backbone of our organization--driving complex infrastructure projects, serving as the final escalation point for our most challenging issues, and mentoring the next generation of IT professionals. This is a unique opportunity to work directly with executive leadership while having significant autonomy over our technical environment. Job Description: We are seeking an experienced Senior Tier 3 Technical Engineer to serve as our principal technical escalation expert and technical team leader. Reporting directly to the CEO, you will own resolution of the most complex technical challenges, architect and implement infrastructure solutions, drive strategic technology initiatives, and set the technical standard for our support organization. You'll work across our entire technology stack--from Citrix and VMware virtualization to Azure cloud services, enterprise networking, security platforms, and backup infrastructure. This role demands both deep technical expertise and strong leadership skills, as you'll mentor junior technicians while maintaining hands-on ownership of critical systems. If you thrive on solving complex problems, designing elegant solutions, and building high-performing teams, this role offers the perfect blend of technical challenge and professional growth. Key Responsibilities: • Serve as the final escalation point for complex technical issues from Tier 2, performing deep root-cause analysis, advanced troubleshooting, and permanent resolution, • Design, configure, manage, and troubleshoot Citrix NetScaler (ADC), Citrix Gateway, published applications, and Parallels RAS environments, • Lead and execute Azure/Entra ID migrations, Intune deployments, Autopilot implementations, and comprehensive Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive), • Administer and optimize VMware vSphere environments, SAN/NAS storage systems, Veeam backup infrastructure, and physical server platforms (IBM Blade Center, Lenovo Flex Chassis), • Configure, maintain, and troubleshoot HAProxy load balancers, DNS infrastructure, FortiGate/Fortinet firewalls, Cisco networking equipment, and complex firewall rule sets, • Manage enterprise security and monitoring platforms including SentinelOne EDR, Duo Multi-Factor Authentication, Active Directory, Group Policy, and Zabbix monitoring systems, • Support and maintain Windows Server environments (2016, 2019, 2022), Windows Desktop systems, Linux servers, and IIS web services, • Architect and implement infrastructure improvements, capacity planning initiatives, and technology refresh projects, • Document all processes, configurations, procedures, and issue resolutions thoroughly in ConnectWise PSA, • Manage vendor relationships, support contracts, licensing agreements, software renewals, and technical escalations with third-party providers, • Develop and maintain comprehensive technical documentation, runbooks, and knowledge base articles, • Mentor, train, and develop Tier 1 and Tier 2 technicians through shadowing, technical reviews, and knowledge transfer sessions, • Lead weekly technical team meetings, facilitate technical discussions, and drive continuous improvement initiatives, • Participate in on-call rotation for after-hours critical infrastructure support, • Collaborate with the CEO on technology strategy, infrastructure roadmap, and capital expenditure planning Required Technical Skills: • Expert-level knowledge of Windows Server (2016, 2019, 2022, 2025), Active Directory, Group Policy, DNS, and DHCP, • Advanced proficiency with Microsoft 365 ecosystem including Exchange Online, Azure AD/Entra ID, Intune MDM, Autopilot, Teams, and SharePoint, • Hands-on experience designing, implementing, and managing Citrix NetScaler (ADC), Citrix Gateway, XenApp/XenDesktop, and Parallels RAS environments, • Strong expertise with VMware vSphere (ESXi, vCenter), virtual machine management, resource optimization, and performance tuning, • Proven experience with enterprise backup solutions, specifically Veeam Backup & Replication, • Deep understanding of SAN/NAS storage technologies, storage provisioning, and storage performance optimization, • Experience managing physical server infrastructure including IBM Blade Center and Lenovo Flex Chassis systems, • Solid networking foundation including Cisco switches/routers, FortiGate/Fortinet firewalls, HAProxy load balancers, VLANs, routing protocols, and advanced firewall rule management, • Experience supporting and troubleshooting Linux server environments (CentOS, Ubuntu, RHEL), • Working knowledge of IIS web server administration and troubleshooting, • Hands-on experience with endpoint security platforms (SentinelOne), multi-factor authentication (Duo), and monitoring systems (Zabbix), • Proficiency with PSA/ticketing systems, preferably ConnectWise Manage, • Strong scripting capabilities (PowerShell, Bash) for automation and efficiency improvements, • Understanding of ITIL frameworks, change management processes, and incident response procedures Qualifications & Experience: • Minimum 5+ years of progressive IT support experience in enterprise or MSP/MSSP environments, • At least 2+ years of experience operating at Tier 2 or Tier 3 level with direct infrastructure responsibilities, • Proven track record of successfully managing complex technical projects from inception to completion, • Demonstrated experience mentoring junior technical staff and contributing to team development, • Strong analytical and problem-solving skills with ability to diagnose issues across multiple technology layers, • Excellent verbal and written communication skills with ability to explain technical concepts to non-technical audiences, • Self-motivated with strong organizational skills and ability to manage multiple priorities simultaneously, • Customer-focused mindset with commitment to delivering exceptional service quality, • Ability to work independently with minimal supervision while collaborating effectively with team members, • Flexibility to participate in on-call rotation and respond to after-hours emergencies when required Preferred Qualifications: • Bachelor's degree in Computer Science, Information Technology, or related field, • Professional certifications such as: Microsoft Certified: Azure Administrator, MCSE, Citrix Certified Professional (CCP), VMware Certified Professional (VCP), CompTIA Security+, CCNA, or equivalent, • Experience in managed service provider (MSP) or managed security service provider (MSSP) environments, • Previous experience with SOC 2 compliance, security audits, and regulatory requirements, • Familiarity with NIST Cybersecurity Framework and industry security best practices, • Experience with infrastructure-as-code tools (Terraform, Ansible) and DevOps practices, • Knowledge of container technologies (Docker, Kubernetes), • Understanding of cloud platforms beyond Azure (AWS, Google Cloud), • Experience with disaster recovery planning and business continuity procedures, • Track record of vendor management and contract negotiation What We Offer: • Direct partnership with executive leadership and significant influence over technology direction, • Opportunity to architect and implement solutions across diverse client environments, • Access to cutting-edge technologies and continuous learning opportunities, • Collaborative team environment that values innovation and technical excellence, • Clear path for professional growth and career advancement, • Competitive compensation commensurate with experience and expertise, • Employee Benefits: Our competitive benefits package features substantial paid time off, high‐quality health insurance, and a variety of optional supplemental insurance products. These offerings are designed to provide flexibility and comprehensive protection for you and your family., • Work-life balance with flexible scheduling options Schedule: Primary hours: 8:00 AM - 5:00 PM, Monday through Friday, with participation in on-call rotation for after-hours critical support Location: Tallahassee, Florida (on-site/hybrid arrangements may be considered for exceptional candidates) Compensation: Highly competitive salary commensurate with experience, expertise, and certifications. We recognize and reward top-tier technical talent. At Coaxis Hostinng, we foster a progressive and positive work environment centered on technical excellence, team collaboration, and individual career development. Our SOC 2 certified infrastructure and commitment to innovation set us apart in the marketplace. If you're a senior technical professional ready to take ownership of complex infrastructure, mentor the next generation of technicians, and drive meaningful technology initiatives, we want to hear from you. Join us in delivering exceptional IT services to our growing client base! Company DescriptionCoaxis Hosting has provided enterprise technology and managed data hosting services to thousands of business and professional clients across the United States and Canada. As a cloud services company, Coaxis offers the highest level of secure and compliant Information Technology (IT) data communications and storage capabilities to financial, healthcare, criminal justice, legal and B2B entities. Coaxis' experienced network technicians manage the day to day tasks of your company’s computer operations. Our services include fully-managed hosting, infrastructure as a service (IaaS), hybrid cloud, QuickBooksTM Hosting, secure file sync and share, data backup, technology audits and cybersecurity training. Coaxis provides hosting for business and professional software applications delivered securely to your staff on any type of device including desktop, laptop, tablets and smartphones. With professional certifications from Cisco, Intuit, Citrix, Uptime Institute, Sage Accounting, and IBM, Coaxis offers reliable cloud computing services, scalable for your workforce within a fixed budget, while boosting your network accessibility and productivity. Coaxis provides all the advantages of a full-service corporate IT department at a fraction of the cost.Coaxis Hosting has provided enterprise technology and managed data hosting services to thousands of business and professional clients across the United States and Canada. As a cloud services company, Coaxis offers the highest level of secure and compliant Information Technology (IT) data communications and storage capabilities to financial, healthcare, criminal justice, legal and B2B entities.\r\n\r\nCoaxis' experienced network technicians manage the day to day tasks of your company’s computer operations. Our services include fully-managed hosting, infrastructure as a service (IaaS), hybrid cloud, QuickBooksTM Hosting, secure file sync and share, data backup, technology audits and cybersecurity training. Coaxis provides hosting for business and professional software applications delivered securely to your staff on any type of device including desktop, laptop, tablets and smartphones.\r\n\r\nWith professional certifications from Cisco, Intuit, Citrix, Uptime Institute, Sage Accounting, and IBM, Coaxis offers reliable cloud computing services, scalable for your workforce within a fixed budget, while boosting your network accessibility and productivity. Coaxis provides all the advantages of a full-service corporate IT department at a fraction of the cost.