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 – 1,200,000 RAND
Why Join Rekall Technologies?