Technical Support Engineer - Lead

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?