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Leads network engineering teams while serving as the senior escalation and design authority for complex enterprise and MSP networks. Owns network architecture, security, reliability, lifecycle management, proactive client reviews, incident response, standards, change management, vendor relationships, compliance, KPIs, and 24/7 on-call operations. Coaches engineers, manages priorities and projects, and communicates technical risks and cost-effective recommendations to customers and leadership.

Monitors client IT environments during after-hours shifts, triages alerts, handles incidents and service requests, troubleshoots systems, networks, backups, cloud platforms, and connectivity issues, and escalates unresolved problems. The analyst documents resolutions in AutoTask, updates knowledge-base articles, communicates incident status, and supports continuous improvements to alert accuracy and triage processes.

Provides Tier 2 technical support for escalated hardware, software, networking, server, telephony, virtualization, and Microsoft 365 issues. Resolves tickets, performs root cause analysis, maintains SLAs and documentation, and supports infrastructure projects and client onboarding. The role also mentors Tier 1 analysts, manages ticket workflows, develops knowledge-base content, and delivers professional end-user support through phone, email, and ticketing systems. Participation in a rotating 24/7 on-call schedule is required.

Own the client’s day-to-day IT function, providing hands-on support for hardware, software, networking, Microsoft 365, Google Workspace, Zoom, and security tools. Coordinate with the MSP, manage escalations, onboarding, inventory, vendors, projects, policies, documentation, budgeting, and technology planning. Lead cybersecurity awareness initiatives, maintain business continuity procedures, support fundraising events, and present technology updates to organizational leadership.

Owns the client’s complete day-to-day IT function, including hardware and software support, Microsoft 365 and Google Workspace administration, onboarding, inventory, budgeting, procurement, policies, documentation, security awareness, and disaster recovery planning. Coordinates with the MSP, vendors, facilities, and organizational leadership; manages IT projects and communications; troubleshoots networks and end-user systems; and supports fundraising events. Requires occasional evenings, weekends, physical equipment handling, and work in an animal shelter environment.

Provide advanced Tier 2 technical support for escalated hardware, software, networking, VoIP, printing, AD/Windows Server, and VMware issues. Troubleshoot, perform root cause analysis, maintain ticketing documentation (ConnectWise/Autotask), mentor Tier 1 analysts, manage ticket workflows, collaborate with Tier 3 and project teams, and contribute to internal knowledge base and process improvements.