{"schemaVersion":"jobsearcher.job.v1","id":"87426eaa6fcc611ece9b9cbc","url":"https://jobsearcher.com/jobs/87426eaa6fcc611ece9b9cbc","canonicalUrl":"https://jobsearcher.com/jobs/87426eaa6fcc611ece9b9cbc","title":"Support Engineer Level 3","description":"Job Overview:\nWe are Vertikal6, a Managed Service Provider (MSP) serving the Southern New England area and national customer markets by providing managed and co-managed IT services. Our motto is Technology Elevated, with our core focus on providing Enterprise level service to our Small and Medium Business (SMB) customer base. We are a dynamic organization taking great pride in our company, our talented team, the service we provide to our customers, and our community.\nThe Support Technical Level 3 is a senior role in our Service Desk team supporting our customers both remotely and occasionally onsite. Having previous technical support experience, the ideal candidate is an excellent customer communicator, working to build report, and serve as trusted technical advisor to the customer. Their primary focus is resolving the most technically and politically complex issues both directly and in an escalation capacity. They lead by example and willingly share knowledge to help our customers and support our team growth. As an experienced professional, they are capable of independently troubleshooting and resolving a wide range of issues in both remote and on-site scenarios. They are experienced in troubleshooting and configuring a wide range of products from workstations, printers, servers, Office 365, Azure, to firewalls, routers, switches, VOIP, and wireless networks. This role is full-time in the office at our Warwick, RI location with occasional local travel onsite to our customers in the Southern New England area if onsite troubleshooting is needed.\nResponsibilities and Duties:\nProvide Level 3 support for advanced and escalated workstation issues including computer hardware, Windows, and Mac OS performance/configuration, M365 or Google Workspace administration and applications, security breaches & incident management, VPN and network connectivity issues (DNS, DHCP, FortiGate firewall), customer applications, email, file access and recovery, print/fax, etc.\nServe as a bridge by identifying when an issue needs assistance from the NOC or 3 party vendors and working with other teams as needed to drive issue resolution.\nProvide superior customer service, keeping customers updated every step of the way, listen, empathize, and follow through on all commitments.\nComplete Time entries for all work being done on tickets, and accounting for 100% of all time with a concentration of 80% on customer billable activities.\nKeeping client documentation up to date when changes are made, or new SOPs created.\nTakes ownership of tasks and tickets, following through to ensure complete resolution.\nTakes personal interest in, and responsibility for the quality of work they perform.\nAbility to deal effectively with stressful situations.\nAbility and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members.\nUnderstands that the success of individuals is measured by the success of their teams.\nAbility to quickly learn new technologies using self-study materials and intuition.\nAbility to articulate technical information clearly and simply to non-technical people.\nActively mentor Apprentices and Technicians to build team’s skills.\nIs self-motivated and can be self-directed when necessary.\nQualifications and Skills:\nBachelor’s degree preferred or equivalent combination of education and experience\n5+ years technical support experience with advanced customer service skills\nPreferred: Microsoft 365 or Azure certifications, MCSA, MCSE, CompTIA Network+, CCNA\nPreferred: Knowledge and experience working with AutoTask, Hudu, and Datto RMM\nAdvanced understanding of installing, configuring, and troubleshooting Windows (10 Pro, 11) and Mac workstations\nIntermediate understanding of Windows and Azure Active Directory administration\nAdvanced understanding of Microsoft365 administration and applications\nAdvanced understanding of workstation connectivity including networking and VPN\nIntermediate understanding of firewalls, routers, switches, and wireless technology\nNeed Not Apply if:\nIf you do not love working with customers and gain personal satisfaction by helping them solve business problems via IT.\nIf you are not hard wired to turn over stone after stone until you find the answer.\nIf you do not look at challenges as an opportunity to learn and grow.\nIf you do not enjoy being a part of a team, sharing your knowledge and helping others grow their knowledge.\nIf you do not want to perform all the role's responsibilities and duties.\nIf you do not have previous experience working as a Support L1/L2 technician and/or engineer.\nJob Type: Full-time\nPay: $75,000.00 - $90,000.00 per year\nBenefits:\n401(k)\nDental insurance\nHealth insurance\nPaid time off\nProfessional development assistance\nVision insurance\nExperience:\nCustomer service: 3 years (Preferred)\nAbility to Commute:\nWarwick, RI 02886 (Preferred)\nAbility to Relocate:\nWarwick, RI 02886: Relocate before starting work (Required)\nWork Location: In person","company":"Vertikal6","rawCompany":"vertikal6","city":"Warwick","state":"RI","isRemote":false,"isActive":false,"createdAt":"2026-08-13T15:20:35.837Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Support Engineer Level 3","description":"Job Overview:\nWe are Vertikal6, a Managed Service Provider (MSP) serving the Southern New England area and national customer markets by providing managed and co-managed IT services. Our motto is Technology Elevated, with our core focus on providing Enterprise level service to our Small and Medium Business (SMB) customer base. We are a dynamic organization taking great pride in our company, our talented team, the service we provide to our customers, and our community.\nThe Support Technical Level 3 is a senior role in our Service Desk team supporting our customers both remotely and occasionally onsite. Having previous technical support experience, the ideal candidate is an excellent customer communicator, working to build report, and serve as trusted technical advisor to the customer. Their primary focus is resolving the most technically and politically complex issues both directly and in an escalation capacity. They lead by example and willingly share knowledge to help our customers and support our team growth. As an experienced professional, they are capable of independently troubleshooting and resolving a wide range of issues in both remote and on-site scenarios. They are experienced in troubleshooting and configuring a wide range of products from workstations, printers, servers, Office 365, Azure, to firewalls, routers, switches, VOIP, and wireless networks. This role is full-time in the office at our Warwick, RI location with occasional local travel onsite to our customers in the Southern New England area if onsite troubleshooting is needed.\nResponsibilities and Duties:\nProvide Level 3 support for advanced and escalated workstation issues including computer hardware, Windows, and Mac OS performance/configuration, M365 or Google Workspace administration and applications, security breaches & incident management, VPN and network connectivity issues (DNS, DHCP, FortiGate firewall), customer applications, email, file access and recovery, print/fax, etc.\nServe as a bridge by identifying when an issue needs assistance from the NOC or 3 party vendors and working with other teams as needed to drive issue resolution.\nProvide superior customer service, keeping customers updated every step of the way, listen, empathize, and follow through on all commitments.\nComplete Time entries for all work being done on tickets, and accounting for 100% of all time with a concentration of 80% on customer billable activities.\nKeeping client documentation up to date when changes are made, or new SOPs created.\nTakes ownership of tasks and tickets, following through to ensure complete resolution.\nTakes personal interest in, and responsibility for the quality of work they perform.\nAbility to deal effectively with stressful situations.\nAbility and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members.\nUnderstands that the success of individuals is measured by the success of their teams.\nAbility to quickly learn new technologies using self-study materials and intuition.\nAbility to articulate technical information clearly and simply to non-technical people.\nActively mentor Apprentices and Technicians to build team’s skills.\nIs self-motivated and can be self-directed when necessary.\nQualifications and Skills:\nBachelor’s degree preferred or equivalent combination of education and experience\n5+ years technical support experience with advanced customer service skills\nPreferred: Microsoft 365 or Azure certifications, MCSA, MCSE, CompTIA Network+, CCNA\nPreferred: Knowledge and experience working with AutoTask, Hudu, and Datto RMM\nAdvanced understanding of installing, configuring, and troubleshooting Windows (10 Pro, 11) and Mac workstations\nIntermediate understanding of Windows and Azure Active Directory administration\nAdvanced understanding of Microsoft365 administration and applications\nAdvanced understanding of workstation connectivity including networking and VPN\nIntermediate understanding of firewalls, routers, switches, and wireless technology\nNeed Not Apply if:\nIf you do not love working with customers and gain personal satisfaction by helping them solve business problems via IT.\nIf you are not hard wired to turn over stone after stone until you find the answer.\nIf you do not look at challenges as an opportunity to learn and grow.\nIf you do not enjoy being a part of a team, sharing your knowledge and helping others grow their knowledge.\nIf you do not want to perform all the role's responsibilities and duties.\nIf you do not have previous experience working as a Support L1/L2 technician and/or engineer.\nJob Type: Full-time\nPay: $75,000.00 - $90,000.00 per year\nBenefits:\n401(k)\nDental insurance\nHealth insurance\nPaid time off\nProfessional development assistance\nVision insurance\nExperience:\nCustomer service: 3 years (Preferred)\nAbility to Commute:\nWarwick, RI 02886 (Preferred)\nAbility to Relocate:\nWarwick, RI 02886: Relocate before starting work (Required)\nWork Location: In person","datePosted":"2026-08-13T15:20:35.837Z","dateModified":"2026-08-13T15:20:35.837Z","hiringOrganization":{"@type":"Organization","name":"Vertikal6","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Warwick","addressRegion":"RI","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"87426eaa6fcc611ece9b9cbc"},"url":"https://jobsearcher.com/jobs/87426eaa6fcc611ece9b9cbc"}}