Lead Support Engineer (L4)

O projekcie: About Hudson Valley IT Services, LLC Hudson Valley IT Services, LLC is a U.S.-based Managed Services Provider delivering comprehensive IT support, cybersecurity, and infrastructure solutions to business clients throughout New York, New Jersey, and Pennsylvania. We combine U.S.-based onsite capabilities with a highly skilled international remote team. Our client portfolio spans healthcare, manufacturing, local government, and professional services, supported by advanced monitoring and management, layered security, business continuity, Microsoft 365/Azure, and compliance services. We’re seeking an experienced Level 4 Lead Remote Support Engineer to join our Polish remote team, providing expert technical support to a U.S.-based client base. You will work within a structured escalation path, resolving advanced technical issues, mentoring junior staff, and contributing to infrastructure projects. You will: - Operate both independently and collaboratively within our escalation framework. - Apply deep knowledge of systems, networking, cloud services, and security to resolve advanced incidents. - Communicate clearly and professionally in native-level English with both technical and non-technical audiences. - Thrive in a fast-paced, service-focused environment. Professional references may be requested and a background check may be required. - Contract: B2B (Poland), fully remote; predictable shift 14:00–23:00 CEST (CET in winter). - Overtime: 1.5× rate for pre‑approved hours worked on Polish bank holidays and for hours above 40 per week. - On‑call: Billable per policy when engaged. - Working environment: established MSP workflows, U.S. client base, strong documentation culture and peer support. Wymagania: Must‑Have - Experience — 10+ years in Microsoft/Windows environments, with 3+ years as the final escalation (L3/L4) in an MSP or enterprise setting. Consistent record of stabilizing P1/P2 incidents within SLA, and delivering clear Root Cause Analysis (RCA). - Microsoft & identity — Windows Server (2016/2019/2022), Active Directory, Group Policy; Entra ID (Azure AD), Exchange Online, Conditional Access and MFA; working Intune device management. - Networking — DNS, DHCP, VLANs, switching/routing; VPNs (IPsec/OpenVPN/WireGuard); hands‑on with UniFi and/or MikroTik. - Virtualization & BCDR — Hyper‑V and/or VMware; Datto BCDR operations (verification, restores, virtualization, DR drills). - Security — EDR/AV operations, email security gateways (Barracuda or similar), log monitoring automation, and strong change control discipline. - Tooling & automation — Daily use of Kaseya VSA or Datto RMM, ConnectWise Manage, and IT Glue; strong PowerShell and Python scripting for diagnostics and automation. - AI proficiency — Working knowledge of AI tools (Copilot, Claude, Gemini) for productivity and problem-solving; ability to leverage AI in technical workflows. - Communication & schedule — English C1–C2, concise client‑facing communication; reliable coverage 14:00–23:00 CEST (CET in winter); documentation and SLA accountability. - Professionalism — Professional references; background check may be required. Nice to Have - Advanced Intune/Autopilot and Azure networking; Microsoft Defender stack/Sentinel exposure. - Fortinet/Meraki; DNS filtering; DHCP failover; macOS/Linux familiarity. - Scripting beyond PowerShell (e.g., Python) and relevant certifications (Microsoft/Azure, Cisco, Security+). Codzienne zadania: - Final escalation ownership. Take over incidents not resolved by Tier 1/2/3, restore service, and communicate clearly with stakeholders. - Advanced troubleshooting. Diagnose and resolve complex issues across core services (identity, messaging, endpoints), infrastructure (compute, storage, virtualization), and networks (LAN/WAN/VPN) using logs, metrics, and traces. - Design & implementation. Plan and execute secure, reliable changes to systems, networks, and cloud services with proper validation and change control. - Mentorship. Coach Tier 2/3 engineers, share patterns and checklists, and raise first‑time‑fix and SLA performance. - Vendor/third‑party coordination. Work with ISPs, software providers, and other partners to drive multi‑party resolution and RCAs. - Proactive operations. Monitor health and review telemetry to prevent incidents; reduce repeat issues with automation and problem management. - Project delivery. Contribute to migrations, upgrades, integrations, and security enhancements with clear plans, runbooks, and rollback paths. - Documentation. Create and maintain accurate, actionable SOPs and runbooks. - Security leadership. Implement and uphold cybersecurity best practices (least privilege, MFA, patching, backup/DR readiness, vulnerability remediation). - After‑hours. Participate in structured escalation when needed (compensated per policy).