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Level 3 Help Desk Engineer

Rekall Technologies
23 hours ago
Full-time
Remote
United States
Automation

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 – 983,889.00 RAND

Why Join Rekall Technologies?