SOLVE THE TOUGH PROBLEMS. RAISE THE LEVEL OF THE TEAM.

Level 3 Support Desk Engineer Escalations Infrastructure Microsoft 365 Security Mentoring TEAM Service Delivery TYPE Full-time MODEL On-site / Client sites LEVEL Senior technical Be the technical backstop our clients and team can count on Align Right Technologies is seeking a Level 3 Support Desk Engineer to own our most challenging escalations, restore service quickly, and strengthen the technical capability of the entire service team. You will support a diverse group of small and mid-sized businesses and nonprofit organizations across Microsoft cloud, servers, networks, security, backup, endpoints, and business applications. This role is ideal for a senior technician who combines deep troubleshooting ability with calm communication, strong ownership, and a genuine desire to help other technicians grow. You will not simply close difficult tickets—you will identify root causes, improve documentation and standards, and reduce the chance that the same issue returns. What you'll own Take ownership of complex Level 3 incidents and escalations involving Microsoft 365, Entra ID, Windows Server, Active Directory, Group Policy, virtualization, networking, firewalls, wireless, backup, security tools, and endpoint management. Drive issues from initial assessment through resolution, validation, documentation, and client communication—keeping tickets current and closing the loop with everyone involved. Use structured troubleshooting and root-cause analysis to resolve recurring, multi-system, intermittent, and business-critical problems. Coordinate incident response with clients, vendors, security partners, internet providers, software companies, and internal teams when multiple parties are involved. Serve as a senior technical resource for Level 1 and Level 2 technicians through real-time guidance, ticket reviews, knowledge sharing, and respectful coaching. Create and improve knowledge-base articles, runbooks, configuration records, diagrams, and resolution notes so the team can solve future issues faster. Identify problems that should become projects, security improvements, standards changes, or client roadmap recommendations, then route them to the appropriate owner. Support onboarding, offboarding, technology transitions, maintenance activities, and small technical projects when senior service desk expertise is needed. Use the PSA and RMM consistently to manage priorities, document work, track time accurately, follow SLAs, and provide clear visibility into status and next steps. Develop scripts, automations, and AI-assisted workflows that eliminate repetitive work, improve consistency, and reduce ticket volume. Participate in major-incident, after-hours, or escalation coverage as assigned, with expectations communicated in advance. What success looks like High-priority and escalated issues are stabilized quickly, communicated clearly, and resolved with minimal avoidable handoffs. Tickets contain accurate time entries, useful notes, documented troubleshooting, a clear resolution, and appropriate client communication. Repeat incidents decline because root causes, standards gaps, and documentation needs are addressed—not merely worked around. Level 1 and Level 2 technicians become more capable because you teach the reasoning behind the solution and help them build confidence. Security, documentation, client-impact, and project opportunities are recognized early and handed to the right owner. You remain dependable under pressure and are known for ownership, sound judgment, and professional follow-through. What you bring Five or more years of progressive IT support or systems administration experience, including significant responsibility for complex escalations; MSP experience is strongly preferred. Advanced troubleshooting experience across Microsoft 365, Entra ID, Windows 10/11, Windows Server, Active Directory, DNS, DHCP, Group Policy, file and print services, and permissions. Strong networking knowledge, including TCP/IP, VLANs, routing, switching, VPNs, firewalls, Wi-Fi, DNS troubleshooting, and internet connectivity. Hands-on experience with virtualization, backup and disaster recovery, endpoint management, patching, antivirus/EDR, MFA, and identity security. A security-first mindset and the judgment to protect client systems and data while restoring service efficiently. Excellent written and verbal communication, including the ability to explain technical issues, business impact, risks, and next steps to nontechnical clients. Strong prioritization and time-management skills across multiple clients, urgent incidents, scheduled work, and competing demands. The humility to collaborate, the confidence to make decisions, and the discipline to ask for help or escalate when appropriate. Ability to travel to client locations as needed and maintain a valid driver's license and reliable transportation. Skills that will help you stand out Experience with a PSA/RMM platforms, IT documentation systems, Microsoft 365, Azure, and MSP security and backup tools. PowerShell or other scripting experience and a record of turning recurring technical work into reliable automation. Microsoft, Cisco, Fortinet, CompTIA, VMware, Sophos, Azure, or comparable certifications. Experience supporting manufacturing, distribution, nonprofit, or other organizations where downtime directly affects operations. Experience leading incident reviews, documenting root causes, coaching technicians, and improving service desk procedures. Familiarity with compliance-driven environments and recognized cybersecurity frameworks or controls. How this role fits within our MSP The Level 3 Support Desk Engineer is the senior escalation point within Service Delivery. The role focuses on restoring service, solving advanced operational issues, developing technicians, and preventing repeat incidents. Larger migrations, infrastructure redesigns, and planned project implementations are led by Technical Solutions/Project Engineering, with Level 3 providing technical context and a clean handoff when needed. Why Align Right Technologies You will join an established, growing West Central Ohio MSP where your work is visible, your judgment is trusted, and your improvements can raise the standard for every client and technician. We believe great support is responsive, secure, clearly communicated, and owned from start to finish. Align Right does things the RIGHT Way.

Respect:

Put the team first and leave ego at the door.

Innovation:

Stay curious, adapt quickly, and find a better way.

Grit:

Own the outcome, close the loop, and deliver on commitments.

Heart:

Care about the client, the team, and the quality of the work.

Trust:

Act with integrity and do what is right—even when no one is watching. Work environment and physical requirements This role is primarily on-site and may include work at client locations, in server rooms, and in office, manufacturing, or distribution environments. The position requires extensive computer use; regular sitting, standing, and walking; occasional bending, reaching, or climbing stairs or ladders; and the ability to occasionally lift, carry, push, or pull equipment weighing up to 35 pounds. Reasonable accommodations may be made for qualified individuals with disabilities. Ready to solve what others can't—and help the whole team improve? We'd like to hear from you.

Benefits:

401(k) matching Health insurance Health savings account Life insurance Paid time off

Work Location:

In person