Overview

Silotech Group provides Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services and Products, and Managed IT/Security Services to Federal, State, and Commercial clients. We provide Federal Government and Commercial clients with customized, agile technical solutions focused on data, enterprise platforms, service engagement, and customer workforce development through trust-driven and collaborative relationships. Our vision is to help customers achieve their most challenging goals by unifying innovation, integrity, and exemplary services and products.

Silotech Group is seeking an experienced Tier III IT Support Engineer. This role is essential for our Managed Service team, focusing on high-level technical support and advanced problem-solving in a Microsoft shop environment. The ideal candidate will be adept at managing complex technical issues related to security solutions, network infrastructure, and IT services, offering mentorship to our team, and alleviating managerial responsibilities.

Location

San Antonio, TX

Clearance Requirements

N/A

Essential Role and Responsibilities

As a Tier III IT Support Engineer, you will:

Advanced Technical Support:

• Provide expert-level support to clients, resolving complex technical issues related to security services, infrastructure, and applications.
• Troubleshoot and resolve incidents escalated from lower support tiers.
• Lead and participate in incident response activities for security incidents.
• Collaborate with the infrastructure team to optimize network components and critical infrastructure elements.
• Document solutions, procedures, and best practices for internal and client references.
• VOIP related experience with an emphasis in Microsoft Teams and 3CX.

Security Solutions & Policy Compliance:

• Implement and manage advanced security solutions like firewalls and IDS/IPS.
• Conduct security assessments and audits, advising clients on security best practices.
• Enforce and monitor compliance with security policies and standards.

Client Communication & Collaboration:

• Maintain clear and proactive communication with clients regarding issue resolution.
• Collaborate with cross-functional teams to enhance overall service delivery and security posture.

Qualifications

Education

• A Bachelor's degree in Computer Science or a related field, or equivalent experience preferred.

Experience

• 5+ years of experience in IT experience, with senior-level expertise.
• Proven experience in a Tier 3 IT support role or similar capacity, preferably in a Managed Service Provider environment.
• Strong experience in IT support with a focus on security services.
• In-depth knowledge of operating systems, network infrastructure, and hardware components.

Certifications

• Industry certifications such as CISSP, CompTIA Security+, MCSE, CCNP, or equivalent are highly desirable.
• 3CX Certified Engineer (Intermediate/Advanced) or equivalent 3CX certifications preferred

Preferred Qualifications

• Proven experience with the installation, configuration, and maintenance of 3CX phone systems.
• Demonstrated ability to troubleshoot complex VOIP issues, including in-depth knowledge of 3CX system architecture and features.