Sr. IT Support Engineer

Dynamic Quest is seeking a highly skilled Sr. IT Support Engineer to provide advanced technical support and engineering expertise across client environments. This position requires a U.S. Citizen due to contractual, regulatory, and compliance requirements, including support of federal and regulated clients. The Sr. IT Support Engineer will monitor, manage, and support client technologies, business systems environments, and operational processes using Dynamic Quest tools and systems. This role is responsible for advanced troubleshooting, systems analysis, and engineering support across networking, servers, security, and cloud environments. The position provides second- and third-level escalation support with a strong emphasis on server infrastructure, security controls, Microsoft 365, Azure, and advanced network troubleshooting. CITIZENSHIP REQUIREMENT This position requires the individual to be a United States Citizen and eligible to work in the United States without sponsorship. CMMC & SECURITY REQUIREMENTS This role supports clients subject to CMMC (Cybersecurity Maturity Model Certification), NIST 800-171, CJIS, HIPAA, and other regulatory frameworks. The T3 Engineer must: Successfully pass comprehensive background screening Be eligible for and maintain required security certifications (e.g., CJIS, as applicable) Adhere to all Dynamic Quest Information Security, Acceptable Use, and Data Protection policies Support implementation and maintenance of CMMC Level 2 security controls including: Access control enforcement Incident response support System monitoring and audit log review Configuration management Vulnerability remediation Secure change management processes Protect Controlled Unclassified Information (CUI) and other regulated data in accordance with federal requirements ESSENTIAL DUTIES & RESPONSIBILITIES Advanced Technical Support Provide second- and third-level technical support for clients Diagnose and resolve advanced server, network, cloud, and security issues Perform escalated troubleshooting of performance, connectivity, and infrastructure problems Provide advanced technical analysis including logging, system configuration review, and root cause analysis Manage and review support queues to ensure proper prioritization and resolution Infrastructure & Systems Engineering Support Microsoft server environments (Active Directory, DNS, DHCP, Group Policy) Support virtualization platforms (VMware/Hyper-V) Support M365 and Azure environments Assist with firewall, switching, and routing troubleshooting Provide guidance on system design and improvements Backup, Recovery and Replication Set-up new customers with appropriate backup services, conforming to Dynamic Quest standards Manage backup repositories and maintain backup jobs Work daily tickets related to backup issues Analyze logs and performance to optimize and resolve backup failures Perform data recovery and system restoration as needed Project & Engineering Support Provide technical support for projects including scoping, engineering, and execution Participate in solution design and implementation Assist in technology recommendations aligned with client requirements and compliance standards Documentation & Compliance Document work, time, and detailed notes in PSA ticketing system Develop and maintain: SOPs Knowledge base articles Change management documentation Asset documentation Ensure documentation meets compliance and audit standards (CMMC, NIST, CJIS) Collaboration & Leadership Mentor and support junior engineers Provide training and technical guidance Assist other departments with technical expertise Participate in internal process improvements Availability & On-Call Provide remote support for clients and staff Provide onsite support as required Participate in after-hours call rotation for server-level support (7-day rotation) Provide holiday and emergency support as needed 7+ years of progressive IT infrastructure experience Advanced experience supporting: Windows Server environments Active Directory Virtualization Networking fundamentals Advanced backup experience supporting physical and cloud environments to design policies, maintain jobs and troubleshoot performance issues Strong troubleshooting and root cause analysis skills Experience working within regulated or security-focused environments U.S. Citizenship required The employee is expected to maintain a regular work schedule of 8:00 AM to 5:00 PM Pacific Time (PT), Monday through Friday, to support business operations and client needs. Preferred Skills: Industry certifications (one or more preferred): Microsoft (MS-102, AZ-104, etc.) CompTIA Security+ Network+ CISSP (a plus) VMware certifications Experience configuring and supporting Veeam Data Platform Experience supporting CMMC or NIST 800-171 environments Experience with M365 and Azure administration Experience with PSA tools and RMM platforms KEY COMPETENCIES Highly self-motivated and detail-oriented Strong analytical and problem-solving abilities Ability to work in a collaborative, team-oriented environment Strong written and verbal communication skills Ability to prioritize effectively in high-pressure environments Strong customer service mindset Ability to research emerging technologies and solutions What We Offer: At Dynamic Quest, we value our people and offer a comprehensive benefits package designed to support your well-being and growth: Benefits include: Team engagement activities Health, Dental, Vision and life insurance coverage 401k with employer match Opportunities for career advancement and promotion Flexible work arrangements including Work from Home/Hybrid options