Level 3 Help Desk Engineer

Introduction Rekall Technologies – U.S.-Based Managed IT Services Provider (MSP) Rekall Technologies is a U.S.-based Managed IT Services Provider (MSP) seeking a highly experienced Senior Level 3 Help Desk Engineer to join our remote support team. This position operates Monday–Friday from 9:00 AM to 5:00 PM EST (GMT-5). As part of our distributed workforce, you will be provided secure access to our cloud environment to perform your daily responsibilities. We are looking for an accomplished IT professional with deep technical expertise, exceptional troubleshooting ability, and strong client-facing communication skills. This role serves as a senior escalation point for complex issues and plays an essential part in elevating the overall technical capability of the help desk team. Duties & Responsibilities Key Responsibilities – Technical Support & Escalations Manage and resolve support tickets within your assigned queue. Deliver exceptional customer service through phone, email, and written communication. Serve as the primary escalation point for advanced issues unresolved by Level 1 and Level 2 technicians. Troubleshoot and resolve complex network, server, workstation, cloud, and security issues involving Microsoft 365, Windows Server, Azure, AWS, VPN/firewalls, and Active Directory. Work directly with clients to diagnose critical issues, implement long-term technical solutions, and maintain a high-quality user experience. Conduct root-cause analysis on recurring problems and recommend improvements to reduce future incidents. Mentor, guide, and assist Level 1 and Level 2 technicians to help grow their technical skills and overall effectiveness. Work with the technical team, Helpdesk Manager and Helpdesk Coordinator Desired Experience & Qualification Required Technical Expertise Endpoint & User Support Windows & macOS workstations and laptops Apple & Android mobile devices Printers, scanners, fax hardware Server, Cloud & Infrastructure Windows Server, SQL, RDS and Terminal Services Physical and virtual server environments VMware and virtualization technologies Cloud platforms: Azure, AWS Entra ID, Microsoft 365, Intune Backup systems, disaster recovery solutions, and image-level recovery Networking & Security Firewalls and Wi-Fi systems (Sophos, SonicWall, Fortinet) VPN technologies, SSL VPN DNS, DHCP, routing, and switching Email security, spam filtering, whitelisting, and advanced configurations Cybersecurity best practices, MFA, endpoint protection, and general security hardening MSP Tools & Administration ConnectWise or similar PSA tools RMM platforms commonly used in MSP environments Data migrations, 365 CSP transfers Scripting & automation: PowerShell, Python, or equivalent Advanced IT administration across diverse environments Required Qualifications 10+ years in IT support, help desk, or technical engineering roles (MSP experience strongly preferred). Expert-level proficiency in Windows Server, Microsoft 365, Azure, Active Directory, DNS, DHCP, firewalls, and networking. Proven experience supporting RDS/Terminal Services, VPNs, and cloud-hosted environments. Strong understanding of security protocols, endpoint protection, MFA implementation, and backup solutions. Outstanding problem-solving ability and a demonstrated track record of resolving complex technical issues. Experience mentoring or training junior and mid-level technicians. Strong familiarity with PSA/RMM tools within an MSP workflow. Excellent communication skills, with the ability to translate technical findings into clear explanations for non-technical users. Proficiency in scripting or automation is a significant plus. Package & Remuneration 800,000 RAND – 1,200,000 RAND Why Join Rekall Technologies?