IT Support Specialist III (Remote)

AtTruAdvantage 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 AreaTruAdvantageis 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 ourclientsproblemsoptimizetheir organization and staffs efficiency and help them grow competitive advantage.

You may also want to check out the following links:
Our office: culture: clients video testimonials: Core Values:
- Partnership
- Process
- Growth
- Teamwork

Position Overview:
TheIT Support Specialist IIIis 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 willoperatewith a high degree of autonomy balancing technical depth withstrong communicationand client management skills in a fast-paced managed services environment.

Location:Remote (United States)
Bay Area preferred; open to remote candidates across the United States. Candidateslocatedin the Bay Area mayparticipatein occasional in-person collaboration.

Schedule:
- This role follows Pacific Time (PT) working hours regardless of the candidates location.
- Working hours are 8:30 am - 5:30 pm PT with some flexibility. Please note that this schedule will translate to later working hours for candidates based in Eastern or Central time zones.

Compensationand Benefits:The total compensation range for this position is $80000$120000 annually. Compensation will vary based on factors such as skills experience and location. This range reflects the companys good faith estimate of base pay in compliance with applicable pay transparency laws including those in California Colorado New York City and Washington. Compensation may be adjusted based on the candidates work location.

In addition to base salary this position may be eligible for discretionary a comprehensive benefits package including medical dental vision retirement plans and paid time off.

Position Responsibilities:
Technical Leadership & Escalation
-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

Service Delivery & Operations
- Complete tickets and projects within SLA and quality standards
- Ensure all scheduled work is properly tracked and executed
- Participate in on-call rotation asrequired
- Maintainaccurateand detailed time entries and documentation

Client Engagement
- 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 andprovideclear guidance during critical incidents

Project Execution
- Lead or contribute to infrastructure projects including system upgrades migrations and implementations
- Conduct pre-project planning scopingassistance and client briefings
- Deliver projects on time or manage expectations effectively when risks arise

Process & Continuous Improvement
- Develop andmaintaintechnical documentation and standard operating procedures
- Identifyservice trends and recommend improvements
- Ensure adherence to company processes SLA requirements and documentation standards

Technical Expertise:
Core Technologies
- Microsoft Windows Server Active Directory Azure
- Microsoft 365 / Exchange (Online & Hybrid)
- Networking: Meraki hardware TCP/IP VLANs routing switching VPNs firewalls
- Remote access technologies (RDS Azure VDI VPN)
- Backup disaster recovery and cybersecurity solutions

Infrastructure & Datacenter
- Virtualization: VMware Hyper-V
- Storage and high availability (SANs clustering load balancing)
- Enterprise backup systems (Datto MSP360 Azure)
- DNS DHCP and network services

Additional Knowledge (Preferred)
- SQL Server and database fundamentals
- Wireless networking technologies
- Non-Cisco firewalls (e.g. Ubiquiti SonicWall Fortinet)
- Basic knowledge of Linux

Knowledge Skills and Abilities
- 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 applynew technologies
- High attention to detail and ownership mindset
- Skill in strategic planning with an ability to think ahead and plan over a 612-month time span

Operational Expectations
- Maintain daily time entry (minimum of 8 hours documented)
- Consistently produce high client satisfaction (Awesome feedback)
- Meet documentation standards across all client environments
- Knowledge of IT applications processes software and equipment

Qualifications:
- Bachelors or associatedegree 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
- Have multiplecertificationshigh skill in the following areas are preferred: Microsoft 365 and Azure CompTIA ITIL Cyber Security

Equal Employment Opportunity:
TruAdvantageis an equal opportunity employer and does not discriminate on the basis of race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information veteran status or any other protected status under applicable law.

TruAdvantageis committed to providing reasonable accommodations for qualified individuals with disabilities throughout the hiring process.