Senior IT Engineer

Senior IT Engineer / Team Lead - Level 3

Managed IT Services Division

POSITION OVERVIEW

Ocean Tide is seeking L3 Senior IT Engineers to serve as the highest-level technical escalation point and team lead for our managed IT service desk operations. You will handle the most complex technical challenges, lead root cause analysis efforts, design solutions for customer environments, and mentor L1/L2 engineers. This role bridges technical delivery and operational leadership, reporting directly to the Director of IT Operations.

KEY RESPONSIBILITIES

• Serve as highest-level escalation point for all technical issues across customer environments

• Lead root cause analysis and implement permanent solutions for complex and recurring problems

• Provide expert-level support for complex application issues, including integration troubleshooting, performance optimization, and vendor escalation management across customer LOB applications

• Design, implement, and optimize Microsoft 365 and Azure environments (hybrid identity, Exchange migrations, conditional access architecture, Intune device management)

• Manage complex Active Directory and Entra ID environments (forest/domain architecture, federation, hybrid sync, troubleshooting replication)

• Plan and execute infrastructure projects (server migrations, cloud migrations, network redesigns, security hardening)

• Configure and optimize NinjaOne RMM at scale (custom scripts, automation policies, monitoring templates, multi-tenant management)

• Coordinate with US SOC team on security incident response, threat investigation, and remediation

• Develop and enforce IT standards, SOPs, and best practices across all customer environments

• Lead customer onboarding projects end-to-end (discovery, planning, migration, go-live, stabilization)

• Mentor and train L1 and L2 engineers, conduct performance reviews and skills assessments

• Manage shift scheduling and workload distribution across the service desk team

• Participate in customer Quarterly Business Reviews (QBRs) and provide technical recommendations

• Evaluate new tools, technologies, and process improvements for service delivery

• Configure and manage PSA platform (HaloPSA or similar) for SLA tracking, contract management, and service delivery reporting

• Serve as technical liaison between Ocean Tide engineering team and partner/customer stakeholders

• Lead after-hours incident response for critical P1 issues

REQUIRED QUALIFICATIONS

• Minimum 6 years experience in IT support, systems engineering, or infrastructure management

• Expert-level Microsoft 365 and Azure administration (Exchange Online, Teams, SharePoint, Entra ID, Intune, Purview, Conditional Access, Azure AD Connect)

• Deep expertise in Active Directory architecture and troubleshooting

• Strong Windows Server administration (2016/2019/2022, Hyper-V, clustering, backup/recovery)

• Advanced networking skills (firewalls, VPN architecture, VLAN, routing, load balancing, DNS/DHCP at scale)

• Linux server administration (Ubuntu, CentOS/RHEL, package management, cron, scripting, security hardening, service management)

• Demonstrated experience with RMM/endpoint management platforms at scale (500+ endpoints)

• PowerShell scripting proficiency for automation, reporting, and systems management

• Experience leading or mentoring a team of IT engineers (3+ direct reports)

• Strong project management skills (customer migrations, infrastructure deployments)

• Excellent English communication skills with ability to communicate technical concepts to non-technical stakeholders

• Proven ability to manage multiple complex customer environments simultaneously

• Comfortable working US business hours and participating in on-call escalation rotation

PREFERRED QUALIFICATIONS

• NinjaOne RMM expert-level experience (scripting, API integration, automation at scale)

• Experience with PSA platforms (HaloPSA, ConnectWise, Autotask) for service delivery management

• Experience with security operations (SIEM, XDR/EDR, incident response procedures)

• Hands-on firewall management (Fortinet, SonicWall, Meraki, Palo Alto, pfSense)

• Cloud infrastructure management (Azure IaaS/PaaS, AWS, or GCP)

• Virtualization platforms (Hyper-V, VMware)

• Backup and disaster recovery solutions (Veeam, Datto, Azure Backup)

• Experience in MSP/MSSP multi-tenant operations

• Database administration basics (SQL Server, MySQL)

• ITIL certification and experience with ITSM frameworks

• Experience with compliance frameworks (SOC 2, HIPAA, PCI-DSS, ISO 27001)

CERTIFICATIONS

• Strongly Preferred: Microsoft 365 Certified: Administrator Expert (MS-102), CompTIA Security+, CompTIA Network+

• Preferred: Azure Administrator Associate (AZ-104), Azure Solutions Architect Expert (AZ-305), ITIL Foundation or Practitioner

• Nice to Have: CompTIA CySA+, Cisco CCNA, any cloud architect certification

TOOLS & TECHNOLOGY

• Primary Platform: NinjaOne RMM (expert-level: API, scripting, multi-tenant, policy design)

• PSA/Ticketing: HaloPSA, NinjaOne Ticketing (SLA enforcement, time tracking, contract management, reporting)

• Core Environment: Microsoft 365 full suite, Azure (Entra ID, Intune, Purview, Azure AD Connect, Conditional Access)

• Server/Infra: Windows Server, Hyper-V, Active Directory (complex environments), backup solutions

• Security: XDR/EDR platforms, endpoint protection, SIEM, vulnerability management, incident response coordination with US SOC

• Scripting/Automation: PowerShell (advanced), REST APIs, basic Python

• Networking: Enterprise firewalls (Fortinet, SonicWall, Meraki, Palo Alto), VPN architecture, VLAN, routing, DNS/DHCP at scale

• Project Tools: HaloPSA, NinjaOne Ticketing, Microsoft Teams, documentation platforms