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Job Description

Insight Global is assisting a client in identifying a Level 3 Engineer for a Managed Service Provider specializing in IT projects, equipment, licenses, and products. This employee will sit in Brooklyn remotely but provide onsite customer support about 2-3 days a week. This includes providing engineering support for IT upgrades and implementation projects. Additionally, you will participate in assigned on-call shifts for weekends and holidays (rotation), ensuring continuous support for our clients.

• Provide engineering support for IT upgrades and implementation projects

• Provide tier 2-3 technical support for a variety of client environments, resolving complex hardware, software, and network issues

• Administer and troubleshoot network infrastructure, including firewalls, routers, switches, wireless controllers, and devices from vendors such as FortiGate, SonicWall, Cisco, and Ubiquiti

• Administer Microsoft 365 environments, including user accounts, software installation and licensing

• Provide basic support for cloud-based solutions, including Azure Virtual Desktop and Cloud PCs, ensuring availability, performance, and rapid response to system-wide issues

• Communicate effectively with clients to understand technical needs, provide updates, and deliver high-quality customer service

• Collaborate with internal teams and vendors to implement new technologies and resolve escalated issues

• Conduct on-site visits to client locations or the office a few days per week for hands-on support and relationship management

• Maintain accurate documentation of systems, configurations, and support activities

• Ensure compliance with client-specific security and operational standards across industries such as legal, healthcare, education, and finance

• Paperwork including time entries and workflow completed timely and properly

• Work includes assigned on-call shifts for Weekends and Holidays (rotation)

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Over 4 years of experience in tier 2-3 technical support, preferably in a Managed Service Provider environment

• Basic Microsoft 365 administration, including user management, software installation and licensing

• Network administration and troubleshooting, including firewalls, routers, switches, and wireless controllers. Preferred vendors are FortiGate, SonicWall, Cisco, Ubiquiti, and Sophos

• Excellent customer service skillset, supporting industries such as legal, accounting, healthcare, and educational entities

• Available for on-site client visits approximately two-three times per week

• Holds a valid driver’s license and has reliable transportation • Azure cloud knowledge

• MS certifications