Support Engineer III

Synoptek•UNAVAILABLE, UNAVAILABLE

11h

About The Position

At Synoptek, The Support Engineer III is a senior individual contributor responsible for advanced technical support across client infrastructure environments, including servers, networks, cloud platforms, and collaboration technologies. This role serves as an escalation point for complex issues, provides technical guidance to junior engineers, and contributes to service quality, system stability, and continuous improvement initiatives. Performance is measured through ticket resolution effectiveness, SLA adherence, customer satisfaction (CSAT), and utilization metrics.

Requirements

Bachelor’s degree in a related field from an accredited institution
In lieu of a degree, a 1:1 equivalency of education and relevant work experience will be considered
Microsoft role-based certification, A+, Network+, Security+, ITIL Foundation, or equivalent
Ability to obtain required certifications within six months of employment if not already held
Customarily has at least 2–4 years of progressive technical support experience in a customer-facing environment
Experience supporting Windows and macOS environments, Microsoft 365, remote access tools, servers, cloud platforms, and networking technologies
Experience with OS deployment using scripted or unattended installation methods (e.g., imaging, Sysprep, equivalent) preferred
Exposure to ITSM frameworks and structured incident/problem management processes
Prior experience supporting AV or collaboration environments preferred
Synoptek Core DNA behaviors: Clarity, OwnIT, Results, Growth, Team
Strong analytical and critical thinking skills
Ability to document issues, solutions, and recommendations clearly
Understands performance metrics and how individual work impacts service outcomes
Knows limitations and seeks guidance when appropriate
Operates with integrity, resilience, and professionalism under pressure

Nice To Haves

Experience with OS deployment using scripted or unattended installation methods (e.g., imaging, Sysprep, equivalent) preferred
Prior experience supporting AV or collaboration environments preferred

Responsibilities

Provide advanced support for client infrastructure including servers, networks, operating systems, cloud platforms, and collaboration technologies
Act as an escalation point for complex issues from Support Engineer I and II roles
Diagnose, troubleshoot, and resolve incidents using structured problem-solving and root cause analysis
Balance timely resolution with appropriate escalation to ensure optimal customer experience
Perform proactive maintenance activities to reduce recurring incidents and improve system performance
Utilize ITSM, RMM, and monitoring tools to identify, remediate, and prevent infrastructure issues
Deploy patches, remediate alerts, and support backup and recovery activities
Contribute to and maintain documentation and knowledgebase articles to improve team efficiency
Participate in on-call rotations as required
Ensure compliance with Synoptek’s security standards, documentation requirements, and code of business ethics
Communicate effectively with both technical and non-technical stakeholders via phone, email, and written documentation
Support audio-visual and collaboration environments, including: Event support and AV setup, execution, and troubleshooting; Audio and video system configuration and issue resolution; Digital and physical audio mixing
Mentor junior engineers by providing technical guidance and best practices
Lead small technical efforts or act as a point-of-contact for defined support areas (without people management accountability)