Expert Computer Solutions is seeking a Technical Support Engineer Lead to guide client infrastructure initiatives in Houston. This on-site role blends hands-on troubleshooting with team leadership, providing backup coverage to the Managed Services Manager and contributing to targeted infrastructure projects. The successful candidate will drive service delivery quality while mentoring Level 1 and Level 2 engineers in a dynamic MSP environment.
Responsibilities
- Provide backup coverage for the Managed Services Manager, coordinating the team, communicating with clients, and making operational decisions in their absence
- Partner with the Managed Services Manager on operational planning, performance, and service delivery improvements
- Deliver responsive, high-quality technical support that meets or exceeds client expectations
- Record time and activities with a daily 9-hour footprint (8 hours plus an optional 1-hour lunch/break window)
- Document client environments and support histories accurately and consistently
- Manage 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 MS Office Suite
- Administer Windows Server environments (users/groups, file/print services, permissions, event logs, backups/restores)
- Administer enterprise email systems (O365/Exchange): users/groups, aliases, folder permissions
- Provide networking support for routing, switching, and wireless technologies
- Lead and oversee Level 1 and Level 2 engineers, including task delegation, mentoring, and performance guidance
- Assist in workload management, prioritization, and ticket escalations to ensure SLA adherence and client satisfaction
- Serve as an escalation point for complex technical issues and drive timely resolution
- Support onboarding, training, and development of new technical staff
- Contribute to process improvements, 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 experience in technical roles, with at least 2 years leading or supervising technical teams
- Strong understanding of service delivery models, SLAs, and MSP ticketing workflows
- 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 IT environments)
- AWS (Amazon Web Services)
- Barracuda security, networking, and storage products
Technologies
- Chartec, Datto, Acronis
- Office 365, Exchange, SharePoint, Azure, AWS
- Windows Server, MS Office Suite
- Cisco Switching, VLANs, Routing, Firewall
- Cisco Meraki
- Kaseya, Threat Locker
- Barracuda
- IT Glue, ConnectWise PSA
- Patch Management, LogMeIn
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- PTO + Office Holidays
- 401(k) with Company Match
- Employee Assistance Program
- Flexible Spending Account
- Health Savings Account
- Life Insurance
Why join us
- Opportunity to grow into a leadership role with direct impact on team success and service delivery quality
- Collaborative, experienced team that prioritizes growth
- Exposure to a broad range of technologies and clients across industries
- Focus on integrity, professionalism, and service delivery
- Career growth opportunities within a rapidly expanding MSP
Job Type
Full-time
Schedule
- Monday to Friday, 8-hour shifts (no less than 40 hours per week)
- On-Call Rotation may include weeknights, weekends, and holidays
Work Location
On-site in Houston, TX 77084 (In person)
Pay
Pay from $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 [AK3] (may be expired)
- Preferred: CCNP, MCITP, MCP, Apple Certification, Project+
Experience
Technical support: 5 years (Required)
Language
English (Required)
License / Certification
CompTIA A+, Network+, or CCNA certification (Required; may be expired)
Ability to commute
Houston, TX 77084 (Required)
Application questions
- 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?
