Level III Engineer

Job Description

Job Description

Position : Level III Engineer

Employment Type : Full Time

Location : St. Petersburg, FL

Industry : Information Technology and Services

Who we are :

SmartChoice is a leading provider of business cloud communications with a unique portfolio of solutions including UCAAS, collaboration platforms, and dedicated contact centers.

Through its 24x7x365 U.S. based support, white-glove service, and single point of contact approach, SmartChoice has become the go-to provider for businesses and their technology needs, and is one of the largest award-winning business phone system providers.

SmartChoice is proud to service and support thousands of enterprises worldwide. Check out our website at www.smartchoiceus.com for more information.

Job Overview :

The level III NOC Engineer plays a crucial role in maintaining the stability and performance of our customers’ network and M365 infrastructure.

You will be responsible for monitoring network systems, diagnosing and resolving issues, and ensuring optimal operation across all services.

Working within a collaborative team environment, you will handle incidents, provide technical support, and contribute to the continuous improvement of network operations.

Supervisory Responsibilities :

None

You will be responsible for

Microsoft 365 (M365)

• Administration & Management : Experience with Microsoft 365 Admin Center, user and license management, and security configuration.
• Email & Exchange Online : Troubleshooting email delivery issues, spam filtering, and mailbox migration.
• Compliance & Security : Understanding of M365 compliance features like data loss prevention (DLP), retention policies, and managing permissions.

Microsoft Teams

• Teams Admin Center : Ability to manage user settings, channels, policies, and configure integrations (e.g., VoIP / Telephony).
• Collaboration Features : Troubleshooting Teams meetings, screen sharing, and file collaboration.
• Teams Direct Routing : Knowledge of troubleshooting Direct Routing issues, SIP trunk connectivity, and call flows.
• Integration Issues : Understanding of how Teams integrate with other Microsoft products like Outlook and SharePoint.

Active Directory (AD)

• User & Group Management : Adding, removing, and modifying users, groups, and OU structures.
• Group Policies (GPO) : Creating and troubleshooting group policies for user and device management.
• DNS / DHCP & Domain Controllers : Troubleshooting AD replication, DNS / DHCP issues, and domain trust issues.
• AD Federation Services (ADFS) : Understanding of SSO, Azure AD Connect, and hybrid identity.

Outlook

• Email Configuration : Knowledge of configuring and troubleshooting Outlook with Microsoft 365 and Exchange.
• Connectivity Issues : Diagnosing issues with Outlook connectivity to Exchange Online (Autodiscover, Outlook Anywhere).
• Calendar & Sync Issues : Fixing shared calendar and synchronization issues.
• PST / OST Files : Managing and repairing PST / OST files, troubleshooting corruption.

Windows (OS)

• Windows Installation & Troubleshooting : Installing, configuring, and troubleshooting Windows 10 / 11, including BSOD and performance issues.
• Active Directory Integration : Troubleshooting Windows issues related to AD join, policy application, and user profile management.
• Network Configuration : Troubleshooting network issues like DNS, VPN, and IP addressing on Windows clients.
• Windows Updates & Patching : Applying and troubleshooting Windows updates and security patches.

Shared Drives (File Sharing & Permissions)

• Network Drive Mapping : Experience mapping shared drives, setting up file shares on Windows Server, and resolving access issues.
• Permissions & Access Control : Troubleshooting NTFS permissions, SMB file sharing, and configuring access rights.
• Storage Management : Understanding of network-attached storage (NAS) or shared drives in cloud environments like OneDrive or SharePoint.
• Backup & Restore : Ability to configure, maintain, and restore shared drive backups.

General Troubleshooting & MSP Skills

• Remote Support Tools : Proficiency with tools like TeamViewer, RMM (Remote Monitoring and Management) software.
• Documentation : Ability to document troubleshooting steps, resolutions, and maintain IT knowledge bases.
• Customer Communication : Soft skills for clear communication with non-technical customers and resolving their issues efficiently.
• Automation & Scripting : Familiarity with PowerShell for automating tasks in Microsoft 365, Active Directory, and Windows environments.

What education & experience you’ll bring...

• Bachelor's degree; or equivalent relevant work experience.
• Valid state driver’s license.
• Proficiency MS Office (Word, Excel, PowerPoint, Outlook)
• Availability to work extended hours when necessary, including weekends and after hours and on call as required for the needs of the business.
• Willingness to travel

What skills & abilities you’ll bring...

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent sales and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Physical Requirements :

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.

What we offer...

• Competitive salary
• Paid Time Off
• Medical, dental, vision and life insurance
• Flexible spending accounts
• Gym membership reimbursement
• Employer-matched 401(k) plan
• Exciting company events

SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Discrimination of any type is not tolerated.

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.

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