IT Technical Support Specialist, Tier III

IT Technical Support Specialist, Tier III
Houston, Texas (Onsite)
6 Months Contract to Hire

Key Responsibilities
 Serve as the top-tier escalation point for advanced incidents and problems impacting client environments.
 Lead technical analysis, diagnosis, and resolution for complex infrastructure, network, and cloud issues.
 Act as liaison between Service Desk and Engineering teams to ensure smooth knowledge transfer, process consistency, and communication alignment.
 Analyze client IT systems, identify inefficiencies, and recommend optimized solutions and improvements.
 Plan, coordinate, and execute infrastructure projects, rollouts, and upgrades with precision and accountability.
 Implement and manage automation using PowerShell, Azure CLI, or similar tools to streamline deployment and monitoring.
 Oversee daily monitoring of NOC alerts and ensure timely remediation of critical events.
 Submit and manage change requests; adhere to ITIL best practices for change and incident management.
 Develop, document, and maintain Standard Operating Procedures (SOPs), architecture designs, and technical knowledge base articles.
 Mentor Tier 1 and Tier 2 technicians — providing training, guidance, and technical oversight to strengthen service delivery.
 Coordinate allocation of team resources to meet project, deployment, and support objectives.
 Participate in strategic reviews of client environments to enhance performance, scalability, and reliability.
 Stay current on emerging technologies, industry trends, and MRE’s evolving service standards.

Qualifications
Required:
 Bachelor’s degree in Computer Science, Information Systems, or related discipline (or equivalent experience).
 5–7 years of experience managing technology infrastructure and IT operations within an MSP or enterprise environment.
 Expertise in Windows Server, Azure architecture, networking, virtualization, and Active Directory.
 Strong experience with Azure Resource Manager (ARM), Azure Virtual Network, and Azure Active Directory.
 Proven experience with scripting and automation tools (PowerShell, Azure CLI, or equivalent).
 In-depth knowledge of ITSM platforms (ConnectWise, HaloPSA, ManageEngine, etc.).
 Strong project management, documentation, and communication skills.
 Ability to lead cross-functional efforts, manage escalations, and meet tight deadlines with urgency and precision.
 Willingness to participate in after-hours, weekend, or on-call rotations as needed.
 Ability to travel to client sites.

Preferred:
 Microsoft Azure Administrator or Solutions Architect certification.
 Experience with other cloud platforms (AWS, Google Cloud).
 Working knowledge of enterprise architecture frameworks (TOGAF, Zachman).
 ITIL certification or equivalent process knowledge.
 Prior consulting or client-facing experience in a managed service environment.

Core Competencies
 Leadership & Mentorship: Provides technical guidance and elevates team capability.
 Accountability: Takes ownership of results, ensuring consistency and quality.
 Technical Mastery: Deep knowledge across infrastructure, networking, and cloud systems.
 Urgency & Execution: Acts swiftly and decisively on critical incidents and project deliverables.
 Communication Excellence: Bridges teams through clear, concise, and professional communication.
 Innovation: Seeks automation and process improvements to strengthen service delivery.
 Pride in Workmanship: Delivers with precision, care, and professional integrity.