About I.T. Matters, Inc.

I.T. Matters, Inc., founded in 2012, is a Houston-based IT consulting firm delivering Managed IT Services, Backup & Disaster Recovery, Cloud Hosting, Telephony, and IT Security to small and medium businesses across the greater Houston area and the Gulf Coast. We are growing — and we need a seasoned Level 3 Network Engineer to help us raise the bar for our clients.

Position Summary

As our Level 3 Network Engineer, you are the technical backbone of our managed services practice. You will own the health, security, and performance of our clients' network and server infrastructure — from firewalls and switches to Windows Server environments and cloud platforms. You will serve as the primary escalation point for Level 1 Help Desk and Level 2 Technicians, providing expert-level troubleshooting, mentorship, and leadership on complex incidents. You will also lead infrastructure projects from planning through execution, coordinating resources with our Project Director and Team Lead. This is a high-impact, client-facing role for someone who thrives on solving tough problems, mentoring teammates, and keeping businesses running without interruption.

Key Responsibilities & Duties

Network & Infrastructure Management

· Deploy, manage, and troubleshoot business-grade IP networks — including firewalls, managed switches, VLANs, and wireless access points — ensuring maximum uptime and security for every client environment.

· Proactively monitor network alerts and system health using RMM tools; resolve incidents before clients are aware, maintaining a strong mean-time-to-resolution.

· Implement and maintain firewall policies, VPN tunnels, and network segmentation strategies that protect client data and meet compliance requirements.

· Perform network assessments and capacity planning to stay ahead of growth and performance demands.

Server & Cloud Platform Administration

· Install, configure, upgrade, and troubleshoot Windows Server 2016/2019/2022 environments, including Active Directory, DNS, DHCP, and Group Policy — the backbone of every client domain.

· Administer and migrate Microsoft 365 tenants and Exchange environments, ensuring seamless mail flow, licensing, and security compliance.

· Manage server virtualization (Hyper-V, VMware), backup, and disaster-recovery solutions to guarantee business continuity for every managed client.

· Support cloud infrastructure (Azure, Microsoft 365) and hybrid environments as clients continue their cloud journey.

Escalation Support & Team Development:

· Serve as an escalation point for Level 1 Help Desk and Level 2 Technicians — diagnosing and resolving network, server, and security issues that require deeper technical expertise.

· Coach and develop junior technicians on troubleshooting methodology, best practices, and documentation standards, raising the skill level of the entire service desk.

· Review escalated tickets for root cause, identify systemic issues, and drive permanent fixes rather than workarounds.

Project Delivery & Client Success:

· Support infrastructure projects — from network refreshes and firewall upgrades to server migrations and new-client onboarding — coordinating scheduling, resources, and milestones with the Project Director and Team Lead.

· Maintain thorough, detailed documentation for every engagement: network diagrams, configuration records, change logs, and knowledge-base articles.

· Travel to client sites across the Gulf Coast region for installations, upgrades, and hands-on support when needed.

· Build and sustain trusted advisor relationships with client stakeholders, ensuring I.T. Matters is their first call for anything technology-related.

Required Technical Experience

· 5+ years of hands-on experience with business-grade IP networks, firewalls (Fortinet, SonicWall, Cisco, or equivalent), managed switches, and wireless access points.

· 5+ years of experience with Windows 10/11 and Windows Server 2016/2019/2022 in production environments.

· 5+ years of experience administering Microsoft Active Directory, DNS, DHCP, and Group Policy in live, multi-client environments.

· Admin-level proficiency with Microsoft 365 and Exchange Online.

· Demonstrated experience performing Microsoft 365 migrations (cutover, staged, hybrid).

· Working knowledge of server virtualization platforms (Hyper-V, VMware).

· Experience with backup and disaster recovery solutions (Veeam, Datto, or equivalent).

· Basic PowerShell scripting skills for automation and task efficiency.

Required Skills & Attributes

· Ability to juggle multiple priorities and projects simultaneously without dropping the ball.

· Excellent verbal and written communication — you can explain technical issues to non-technical stakeholders clearly and confidently.

· Strong customer-relationship skills — you build trust and become a go-to resource for clients.

· Highly organized, detail-oriented, and self-motivated; you take ownership and follow through.

· Commitment to producing thorough, accurate documentation on every project and ticket.

· Problem-solver at heart — you dig to root cause, not just symptoms, and meet deadlines consistently.

· Collaborative team player who also works effectively with minimal supervision and can direct a team when needed.

· Strong professional development drive — you stay current on emerging technologies and industry best practices.

Preferred Certifications & Qualifications

Preferential consideration will be given to applicants with prior Managed Service Provider (MSP) experience and demonstrated familiarity with the Kaseya Autotask platform and Datto RMM.

· CompTIA A+

· CompTIA Network+

· CompTIA Security+

· Microsoft Certified Professional (MCP) or equivalent

· Prior experience managing end-client networks in an MSP environment (strongly preferred)

· Familiarity with the Kaseya Autotask platform and Datto RMM (preferred)

· Knowledge of VoIP phone systems and telephony infrastructure (a plus)

· Familiarity with compliance frameworks such as SOC 2, HIPAA, or PCI-DSS (a plus)

Location & Travel

This is an onsite position based in the greater Houston, TX area. Applicants must reside in the greater Houston area and be authorized to work in the US. Periodic travel to client sites along the Gulf Coast is required.

Work Schedule & On-Call

Standard schedule: Monday–Friday, 8:00 AM – 5:00 PM. Participation in a rotating after-hours on-call schedule for escalation support is required.

Compensation & Benefits

· Annual salary: $65,000 – $75,000 (commensurate with experience)

· Health, Dental, and Vision Insurance

· 401(k) with company match

· Paid time off and paid holidays

· Professional development assistance — we invest in your growth, including certification support

Ready to Make an Impact?

If you are a driven, experienced network engineer who wants to grow your career at an MSP that values your skills and invests in your future, we want to hear from you. Apply today and join a team where your expertise truly matters.

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Application Question(s):

• Do you have experience working with Kaseya/AutoTask?

Experience:

• Managed Services Provider (MSP): 5 years (Required)

Work Location: In person