Technical Support Engineer - Lead

Expert Computer Solutions seeks a Technical Support Engineer Lead in Houston, onsite, to support client infrastructure, troubleshoot complex issues, and provide leadership to a team of support engineers, with backup to the Managed Services Manager and project involvement.

Responsibilities

• Serve as backup to the Managed Services Manager, coordinating the team, communicating with clients, and making operational decisions in their absence.
• Collaborate with the Managed Services Manager on operational planning, team performance, and service delivery improvements.
• Deliver high quality technical support that meets or surpasses client expectations.
• Record time with a daily entry of at least 9 hours (8 working hours plus an optional 1 hour for lunch and breaks).
• Document client environments and support histories accurately and consistently.
• Handle service requests and assist senior engineers on larger infrastructure projects.
• Install, configure, and troubleshoot workstation and server environments.
• Maintain and manage backups using Chartec, Datto, and Acronis solutions.
• Configure and support On-Premises Exchange and Office 365 mail clients, including Outlook.
• Customize and support the Microsoft Office Suite applications.
• Administer Windows Server environments, including user and group management, file and print services, file permissions, event logs, and backup restore.
• Manage enterprise email systems (O365/Exchange), including user/group management, aliases, and folder permissions.
• Provide support for networking environments, including routing, switching, and wireless.
• Lead and oversee Level 1 and Level 2 engineers, including task delegation, mentoring, and performance guidance.
• Assist in managing team workload, priorities, and ticket escalations to ensure SLA adherence and client satisfaction.
• Act as an escalation point for complex technical issues and drive timely resolution.
• Support onboarding, training, and development of new technical staff.
• Contribute to process improvement initiatives, documentation standards, and best practices across the support team.
• Participate in project planning and lead smaller infrastructure or client projects as needed.

Requirements

• Minimum 7 years of professional IT experience.
• A minimum of 2 years of demonstrated experience leading or supervising technical teams.
• Strong understanding of service delivery models, SLAs, and ticketing workflows within an MSP environment.
• Ability to balance hands-on technical work with leadership responsibilities.
• Cisco Switching, VLANs, Routing, Firewall Support.
• Cisco Meraki (Firewalls, APs, Switches, VPN).
• Network Administration, Routing & Switching, Network Troubleshooting.
• Server Hardware Technologies (CPU, RAID, SCSI).
• Virtualization & Public/Private Cloud (Azure, etc.).
• Mobile Messaging Support (Android, iOS).
• VPN Connectivity and Endpoint Security.
• Backup & Recovery Solutions (Chartec, Datto, Acronis).
• Office 365 Console, SharePoint, Exchange to O365 and Azure migration projects.
• Threat Locker.
• Kaseya (monitor, manage and secure their clients’ IT environments).
• AWS (Amazon Web Services).
• Barracuda (security, networking, and storage products).

Technologies

• Chartec, Datto, Acronis
• Office 365, Exchange
• Windows Server
• MS Office Suite
• SharePoint
• Azure
• AWS
• Kaseya
• Threat Locker
• Cisco Switching
• VLANs
• Routing
• Firewall
• Cisco Meraki
• Office 365 Console
• Office 365/Exchange to O365 and Azure migration projects
• Barracuda
• IT Glue
• ConnectWise PSA
• QuickBooks
• RightNetworks
• Patch Management
• LogMeIn

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• PTO and Office Holidays
• 401(k) with Company Match
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Life Insurance

Why join us?

• An opportunity to grow into a leadership role with direct impact on team success and service delivery quality
• Work with a dedicated and experienced team that values collaboration and growth
• Exposure to a broad range of technologies and clients across different industries
• Be part of a company that puts integrity, professionalism, and service first
• Career growth opportunities in a rapidly expanding MSP

Job Type

Full-time

Schedule

• Monday to Friday / 8 hour shift - No less than 40 hours per week
• On-Call Rotation may include weeknights, weekends, holidays

Work Location

On-site in Houston, TX 77084

Compensation

37.50 - 39.42 per hour, DOE

Work Authorization

Must be authorized to work in the U.S.; sponsorship is not available at this time.

Education

Preferred: Bachelor’s Degree in IT, Computer Science, or related field

Certifications

• Required: CompTIA A+, or Network+, CCNA (note: can be expired)
• Preferred: CCNP, MCITP, MCP, Apple Certification, Project+

Experience

Technical support: 5 years (Required)

Language

English (Required)

Application Question(s)

• Are you agreeable to working in the office/on-site all 5 days?
• Will you need sponsorship to work?
• Do you have at least 2 years of supervising or leading employees?