IT Support Specialist III (Remote)

TruAdvantage•San Jose, CA

1d•Remote

About The Position

At TruAdvantage, we strongly believe in investing in our people because we know that a company is only as good as its team members. We believe in empowering our team members, so they can learn, lead, and impact other team members and our clients. Our clients know it, feel it, and that contributes to our high client satisfaction and retention rate. Based in the Bay Area, TruAdvantage is an award-winning managed IT Service provider that specializes in real-time IT support, cybersecurity, cloud, and Strategic IT consulting. We believe in delivering IT solutions that can solve our client’s problems, optimize their organization and staff’s efficiency, and help them grow competitive advantage. The IT Support Specialist III is a highly experienced technical leader responsible for resolving complex issues, driving high-quality service delivery, and mentoring junior engineers. This role acts as a primary escalation point for advanced technical issues while also contributing to project execution, client strategy, and service improvement initiatives. You will operate with a high degree of autonomy, balancing technical depth with strong communication and client management skills in a fast-paced managed services environment.

Requirements

Bachelor's or associate degree in computer-related field, with courses in computer science
Three to eight years related experience OR Equivalent combination of education and experience.
Minimum 4 years’ experience - Active Directory Support, Microsoft Windows and Server Support, Microsoft Azure Support
Minimum 4 years’ experience - Switches/VPN/vLAN/Routing/Firewalling Support
Minimum 4 years’ experience – Productivity Suites (Microsoft 365/Google Workspace)
Minimum 4 years’ experience - Server Hardware Technologies (CPU/RAID) Support
Minimum 4 years’ experience - Data Backup and Recovery Support, Enterprise Antivirus Support, Cyber-Security Solutions and Support
Strong troubleshooting and analytical skills across complex environments
Excellent communication and client service skills
Ability to work independently and manage competing priorities
Strong documentation and organizational abilities
Proven ability to mentor and develop junior engineers
Ability to quickly learn and apply new technologies
High attention to detail and ownership mindset
Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span

Nice To Haves

SQL Server and database fundamentals
Wireless networking technologies
Non-Cisco firewalls (e.g., Ubiquiti, SonicWall, Fortinet)
Basic knowledge of Linux
Multiple certifications, high skill level.
Certifications in the following areas are preferred: Microsoft 365 and Azure, CompTIA+, ITIL, Cyber Security

Responsibilities

Serve as the escalation point for complex technical issues across infrastructure, networking, and cloud environments
Diagnose and resolve advanced issues in Microsoft, networking, and virtualization stacks
Lead root cause analysis and problem resolution efforts
Provide guidance and mentorship to Level 1 and Level 2 engineers
Complete tickets and projects within SLA and quality standards
Ensure all scheduled work is properly tracked and executed
Participate in on-call rotation as required
Maintain accurate and detailed time entries and documentation
Act as a trusted technical advisor for clients, including participation in client meetings (pre- and post-sales)
Communicate effectively with both technical users and executive stakeholders
Manage high-pressure situations and provide clear guidance during critical incidents
Lead or contribute to infrastructure projects including system upgrades, migrations, and implementations
Conduct pre-project planning, scoping assistance, and client briefings
Deliver projects on time or manage expectations effectively when risks arise
Develop and maintain technical documentation and standard operating procedures
Identify service trends and recommend improvements
Ensure adherence to company processes, SLA requirements, and documentation standards