IT Support Specialist III

About TruAdvantage

TruAdvantage is a Bay Area-based, award-winning managed IT services company focused on real-time IT support, cybersecurity, cloud solutions, and strategic IT consulting. The organization emphasizes employee growth and believes that strong teams create strong client outcomes, which is reflected in its high client satisfaction and retention.

Core Values

• Partnership
• Process
• Growth
• Teamwork

Role Overview

The IT Support Specialist III is a senior technical contributor who handles complex support challenges, drives service quality, and helps develop junior engineers. This position serves as a key escalation contact for advanced infrastructure, networking, and cloud issues while also supporting projects, client strategy, and continuous improvement efforts. The role requires a high level of independence, strong communication, and the ability to work effectively in a fast-paced managed services setting.

Location and Schedule

This is a remote role within the United States, with a preference for candidates in the Bay Area. Candidates in the Bay Area may occasionally meet in person for collaboration. Work hours follow Pacific Time regardless of location, with a standard schedule of 8:30 am to 5:30 pm PT and some flexibility. Candidates in Central or Eastern time zones should expect later working hours relative to their local time.

Compensation and Benefits

The expected annual total compensation is between $80,000 and $120,000, depending on skills, experience, and location. Compensation may be adjusted based on where the employee works. The position may also qualify for discretionary bonuses. Benefits include medical, dental, and vision coverage, retirement plans, and paid time off.

Responsibilities

• Act as the main escalation resource for difficult technical problems across infrastructure, networking, and cloud systems.
• Investigate and fix advanced issues involving Microsoft platforms, networking, and virtualization technologies.
• Drive root cause analysis and lead efforts to fully resolve recurring or critical problems.
• Support, coach, and mentor Level 1 and Level 2 engineers.
• Close tickets and complete projects while meeting SLA and quality expectations.
• Track all scheduled work carefully and ensure it is executed as planned.
• Participate in the on-call schedule when needed.
• Keep time logs accurate and maintain detailed documentation.
• Serve as a dependable technical advisor for clients, including participation in pre-sales and post-sales discussions.
• Communicate clearly with both technical teams and executive-level stakeholders.
• Stay calm during urgent incidents and provide practical direction in high-pressure situations.
• Lead or support infrastructure initiatives such as upgrades, migrations, and implementations.
• Assist with project planning, scoping, and client briefings before work begins.
• Deliver projects on schedule or proactively manage client expectations when delays or risks appear.
• Create and maintain technical documentation and standard operating procedures.
• Spot service patterns and recommend process or service improvements.
• Follow company workflows, SLA targets, and documentation requirements consistently.

Technical Requirements

• Strong hands-on knowledge of Microsoft Windows Server, Active Directory, and Azure.
• Experience with Microsoft 365 and Exchange in both online and hybrid environments.
• Working understanding of networking concepts and tools such as Meraki, TCP/IP, VLANs, routing, switching, VPNs, and firewalls.
• Familiarity with remote access solutions such as RDS, Azure VDI, and VPN connectivity.
• Knowledge of backup, disaster recovery, and cybersecurity tools and practices.
• Experience with virtualization platforms including VMware and Hyper-V.
• Understanding of storage, clustering, load balancing, and other high-availability technologies.
• Exposure to enterprise backup platforms such as Datto, MSP360, and Azure-based backup solutions.
• Knowledge of DNS, DHCP, and related network services.
• Preferred familiarity with SQL Server and basic database concepts.
• Helpful exposure to wireless networking technologies.
• Preferred experience with non-Cisco firewalls such as Ubiquiti, SonicWall, and Fortinet.
• Basic Linux knowledge is an advantage.

Qualifications

• An associate degree or bachelor’s degree in a computer-related field with computer science coursework, or an equivalent combination of education and experience.
• Three to eight years of related professional experience.
• At least 4 years of experience supporting Active Directory, Microsoft Windows Server, and Microsoft Azure.
• At least 4 years of experience supporting switches, VPNs, VLANs, routing, and firewalls.
• At least 4 years of experience with productivity suites such as Microsoft 365 or Google Workspace.
• At least 4 years of experience supporting server hardware technologies including CPU and RAID.
• At least 4 years of experience with backup and recovery, enterprise antivirus tools, and cybersecurity solutions.
• Multiple certifications and a strong technical skill level are expected.
• Preferred certifications include Microsoft 365, Azure, CompTIA+, ITIL, and cybersecurity credentials.

Operational Expectations

• Maintain daily time entry, with at least 8 documented hours each day.
• Consistently deliver a high level of client satisfaction.
• Meet documentation standards across client environments.
• Demonstrate knowledge of IT applications, processes, software, and equipment.

Equal Opportunity and Accommodations

TruAdvantage is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected status. Reasonable accommodations are available for qualified individuals with disabilities during the hiring process.