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 idóneo 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