Role Summary
Synetek Solutions is seeking a highly skilled Tier 3 Engineer to serve as the final technical escalation point within our Managed Services team.
This senior‐level position is approximately 80% project‐based and 20% support‐focused.
The adecuado candidate will lead infrastructure and cloud initiatives, audit security environments, mentor junior engineers, and help define frameworks for zero‐trust implementations.
If you are a collaborative, solutions‐driven professional with strong technical expertise and fluent English communication skills, we would love to hear from you.
Key Responsibilities
Project Management
Lead internal and client projects: migrations, replacements/upgrades, and deployments such as firewalls, network devices, corporate email, anti‐spam, platform migration, virtualization, and more.
Design and implement cloud environments such as Azure, Intune, SharePoint, and OneDrive.
Attend project‐related client meetings (kick‐off and closure) and prepare project plans using ConnectWise PSA, ASANA, and other tools.
Escalation & Support
Serve as the final escalation point for technical issues for the technical team, addressing higher‐level network, hardware, and software problems.
Maintain open communications with all team members to actively manage projects and escalated cases.
Participate in on‐call support activities per the on‐call schedule.
Systems & Security Management
Complete required admin training for all internal IT systems and tools.
Audit client environments for security vulnerabilities and assist in infrastructure planning.




Lead tuning of alert thresholds across monitoring systems such as backups, anti‐virus, critical systems, appliances, devices, and services.
Mentorship & Documentation
Mentor and train Tier 2 engineers.
Contribute to and maintain internal documentation.
Document procedures, troubleshooting steps, and system configurations clearly and thoroughly.
Required Experience
6+ years of experience in an IT support role within a business environment, with direct Managed Service Provider (MSP) experience preferred.
Proficiency in Windows Server, Active Directory, Group Policy, Remote Desktop, systems virtualization (Hyper‐V, VMWare), and Microsoft Office products.
Advanced knowledge of Intune, Azure AD, SharePoint document libraries, OneDrive, Microsoft Office 365 management, Exchange administration, and spam solutions.
Extensive experience in network design, deployment, administration, and support of equipment and services, including firewalls, switches, wireless access points, site‐to‐site VPNs, and VLANs.
Comprehensive understanding of cloud security, zero‐trust frameworks, and industry best practices.
Proven experience in project management and coordination of client‐facing technical initiatives.




PowerShell and automation proficiency preferred.
Manage server and storage hardware, including planning, installation, configuration, maintenance, and troubleshooting for optimal performance and reliability.
Desired Certifications
Azure, Microsoft 365, Security+, Windows Server, Networking.
Preferred Experience
ConnectWise PSA (Manage), ConnectWise Automate, ConnectWise Control (ScreenConnect), IT Glue, BrightGauge, and ThreatLocker.
Skills & Qualifications
Fluent in English – Required.
Team player, prepared to approach each day with a teachable and constructive attitude.
Ability to manage multiple projects effectively.
Exceptional problem‐solving and critical‐thinking skills.
Meticulous attention to detail on every support request or task.
Proficiency in utilizing diagnostic tools, remote desktop software, ticketing systems, and other technical support software.
Excellent customer service skills, capable of conveying technical information to non‐technical clients respectfully.
Service‐oriented approach – committed to completing tasks accurately and efficiently.
Strong documentation skills coupled with excellent verbal and written communication abilities.
Keen learner, staying abreast of current technologies and adept at quickly assimilating new technologies.
Perks & Benefits
DR Law Benefits.
Equipment provided.
Flexible schedule.
Friendly, collaborative team culture with team activities.
Opportunities for training, mentorship, and professional development.
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📌 Support Engineer Level 3 (Santiago)
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📍 Santiago