L3 Engineer - USA

Zazz•Nashville, TN

2d•Onsite

About The Position

The L3 Engineer is the senior technical resource on the Zazz managed services team. This role leads the execution of client projects, owns the resolution of escalated service desk tickets, and runs procurement and delivery of hardware assets through the Franklin, TN office. The L3 Engineer works across cloud, identity, infrastructure, security, and end-user platforms, and is the escalation point for L1 and L2 engineers.

Requirements

Deep, hands-on experience across Cloud and Identity (Azure, AWS, GCP, Active Directory, Entra ID, Okta, Cisco Duo, Office 365, Google Workspace, SCIM, DKIM, DMARC, SPF).
Deep, hands-on experience across Servers, Endpoints, and Management (Windows Server, Linux Server, macOS and Windows desktop OS support and troubleshooting, RMM and MDM tools, Terminal Services and RDP, Desktop application support).
Deep, hands-on experience across Security (EDR/XDR and SIEM tools, Email security and identity security).
Deep, hands-on experience across Networking (Routing, switching, firewalls, Wi-Fi, PoE, VPN, DNS, DHCP, subnetting, SMTP, MAPI, POP3, IMAP).
Deep, hands-on experience across Business and Data Platforms (ERP and CRM systems, EMR and EHR systems, Power BI and other data analytics tools).
Deep, hands-on experience across Migrations (Email, data, server, domain, and DNS hosting migrations).
Scripting experience (PowerShell, CMD, and Bash).
Familiarity with HIPAA, HITRUST, CMMC, NIST, ISO, GDPR, and PCI DSS, and the ability to apply them to client environments.
Ownership of complex problems through resolution.
Clear written and verbal communication with clients and internal teams.
Documentation discipline (SOPs, runbooks, as-built records).
Mentoring and technical leadership.
Time management across projects and escalations.

Nice To Haves

Light Java or Node.js is helpful.

Responsibilities

Lead execution of client projects from planning through cutover and handoff, including email, data, server, domain, and DNS hosting migrations.
Build and follow project plans, runbooks, and cutover checklists, and report status to the Director of Operations.
Support SOW scoping and technical estimates for new project work.
Own L3 escalations from the service desk, driving each to resolution and documenting root cause.
Troubleshoot complex issues across operating systems, applications, networks, identity, and email flow.
Mentor L1 and L2 engineers and turn recurring escalations into SOPs, knowledge base articles, and automation.
Enable procurement, receiving, staging, configuration, and delivery of client hardware assets through the Franklin, TN office.
Keep asset records accurate and aligned with client contracts and the PSA.
Coordinate with vendors, distributors, and the Director of Operations on orders, lead times, and delivery.
Deploy and maintain EDR/XDR, SIEM, MDM, email security, and identity security tooling for clients.
Implement controls that support client compliance requirements, and document configurations as audit evidence.