Location: Rochester, NY (local, on-site/field only)
Company: Simple Tech Innovations
Are you the person everyone calls when no one else can figure it out?
At Simple Tech Innovations, we’re a close-knit, fun, and highly collaborative team that loves solving real problems for real people. We’re looking for a Senior Level 3 IT Support Engineer to be our final line of escalation, lead key projects, and mentor our growing technical team.
If you feel genuinely fulfilled delivering consistent, excellent service — and get extra excited when you crack complex issues others couldn’t solve — this might be your next home.
About Simple Tech Innovations
Simple Tech Innovations is a managed IT services provider focused on IT support, cybersecurity, and AI consulting for small and mid-sized businesses. We support a wide variety of environments, and our clients count on us to keep their businesses running smoothly, securely, and efficiently.
We think outside the box, move fast, and treat each other like family. You won’t be micromanaged here. We hire smart people, give them the tools they need, and trust them to do great work.
What You’ll Do (Level 3 Responsibilities)
As a Senior / Level 3 Engineer, you will:
- Act as the final escalation point for complex tickets across servers, networks, and cloud services.
- Plan and implement network upgrades and deployments, including firewalls, switches, VLANs, VPNs, and Wi-Fi.
- Independently perform server migrations, including on-prem to cloud and environment refreshes.
- Own and directly support assigned client accounts as a trusted technical advisor.
- Design and implement solutions using Microsoft 365, Azure, and Intune/Autopilot.
- Configure and troubleshoot common firewalls and VPN solutions (e.g., SMB-focused appliances, site-to-site tunnels, remote access VPNs).
- Write and maintain PowerShell scripts for automation, deployment, and environment management.
- Support and guide L1/L2 technicians by mentoring, reviewing work, and assisting with escalated issues.
- Drive to customer locations (company vehicle provided) for onsite troubleshooting, deployments, and project work.
- Document your work thoroughly in our ticketing system and ensure clients are happy with the results.
You’ll still be hands-on with support, but with a strong emphasis on ownership, design, and mentoring, not just ticket volume.
Core Responsibilities (Similar to L2, with L3 Accountability)
In addition to the above, you’ll also:
- Manage client tickets and communication from start to finish, ensuring timely resolution and excellent customer experience.
- Support customers over the phone, via remote tools, and onsite as needed.
- Troubleshoot software, hardware (desktops & laptops), and network devices (firewalls, switches, APs, routers).
- Perform hardware and software upgrades and installations (remote and onsite).
- Work in Windows Server environments (Active Directory, Group Policy, file/print, etc.).
- Manage client Entra ID (Azure AD) and Microsoft 365 accounts.
- Manage client Google Workspace environments when needed.
- Place follow-up calls to ensure clients are satisfied with the service they received.
Minimum Requirements
- 2–5 years of experience in IT support, helpdesk, or managed services (MSP) environments.
- Strong knowledge of Windows operating systems and the Microsoft 365 ecosystem.
- Hands-on experience with:
- Microsoft Intune & Autopilot
- Azure administration
- Remote desktop support, VPNs, and network connectivity
- PC imaging, software deployment, and endpoint management
- Comfortable programming and configuring common firewalls and VPNs.
- Demonstrated experience independently performing server migrations.
- Experience writing and using PowerShell scripts in real-world scenarios.
- Solid understanding of routers, VLANs, and basic network segmentation.
- Strong understanding of TCP/IP, routers, wireless APs, and other networking devices.
- Familiarity with Windows Server environments and server–client relationships.
- Excellent communication and problem-solving skills with a customer-first mindset.
- Highly organized, detail-oriented, and able to work independently without micromanagement.
- Must be A+ certified within the last 3 years.
- Security+ and Network+ certifications (or equivalent knowledge/experience) required or strongly preferred.
- Valid driver’s license and reliable transportation.
- This is a local, in-person role only – remote work is not an option.
What Gives You a Competitive Edge
These are not required, but they’ll definitely help you stand out:
- Experience working at a Managed Service Provider (MSP).
- Experience working in Healthcare IT or other regulated environments.
- Experience with Ubiquiti or similar SMB network equipment.
- Experience with FreePBX or other VoIP solutions.
- Security+ and Network+ certified within the last 3 years (not required, they’re a big plus).
Who You Are
You’ll thrive in this role if you:
- Love being the person who can solve the hard problems nobody else can.
- Feel truly fulfilled by providing consistent, excellent service to clients.
- Enjoy working with a tight-knit, fun team that supports each other and collaborates often.
- Are comfortable taking ownership, making decisions, and leading by example.
- Like a mix of hands-on support, project work, and mentoring others.
Benefits & Perks
At Simple Tech, we do things a little differently. We offer:
- Full-time benefits at 35 hours/week.
- Flexible time off policy.
- We pay for your Amazon Prime membership.
- Fun team-building activities outside of work.
And of course, the “boring corporate benefits” too:
- Company vehicle & fuel card for service calls.
- Very competitive healthcare coverage.
- Retirement plan with employer match.
- Paid time off & generous vacation policy.
