About Us

Expert Computer Solutions (ECS) is a Houston-based managed IT services provider and consulting firm supporting small and mid-sized businesses. Founded in 2005, ECS offers IT support, project services, staff augmentation and vCIO services, including cybersecurity, AI, strategic planning, and IT compliance. We advocate a business-first, proactive, and practical approach to IT.

We were recently awarded the 2025 BBB Pinnacle Award of Excellence, received multi-year BBB Winner of Distinction awards, and were a 2025 MSP Titans of the Industry Finalist.

About the Role

We are seeking a Technical Support Engineer Lead[AK1] (Level 2- 2.5) who is self-motivated, reliable, and passionate about delivering high-quality IT services. This individual will play a key role in supporting client infrastructure, troubleshooting complex issues, and providing leadership and daily guidance to a team of support engineers. They will also serve as the primary point of contact in the absence of the Managed Services Manager, while contributing to project implementation. efforts. The ideal candidate has 7-10 years of relevant experience, preferably within an MSP environment, including 2+ years in a lead or supervisory role[AK2] .

Key Responsibilities

· Serve as backup to the Managed Services Manager, including handling team coordination, client communications, and operational decision-making in their absence

· Collaborate with the Managed Services Manager on operational planning, team performance, and service delivery improvements

• Deliver exceptional service and technical support that meets or exceeds client expectations
• Daily entry for at least 9 hours (8 working hours + 1 (optional) hour for lunch and breaks)
• Document client environments and support histories accurately and consistently
• Handle service requests and assist senior engineers with larger infrastructure projects
• Install, configure, and troubleshoot workstation and server environments
• Maintain and manage backups (e.g., Chartec, Datto, Acronis)
• Configure and support On-Premises Exchange and Office 365 mail clients, including Outlook
• Customize and support MS Office Suite applications
• Administer Windows Server environments: user/group management, file/print services, file permissions, event logs, backup restore
• Administer enterprise email systems (O365/Exchange): user/group management, aliases, folder permissions
• Provide support for networking environments, including routing, switching, and wireless
• Provide leadership and oversight to Level 1 and Level 2 engineers, including task delegation, mentoring, and performance guidance

· Assist in managing team workload, priorities, and ticket escalations to ensure SLA adherence and client satisfaction

· Act as an escalation point for complex technical issues and drive resolution in a timely manner

· Support onboarding, training, and development of new technical staff

· Contribute to process improvement initiatives, documentation standards, and best practices across the support team

· Participate in project planning and lead smaller infrastructure or client projects as needed

Skills & Experience

Minimum of 7-10 years in the following areas:

Required:

· A minimum of 2 years of demonstrated experience leading or supervising technical teams

· Strong understanding of service delivery models, SLAs, and ticketing workflows within an MSP environment

· 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 their clients’ IT environments)

· AWS (Amazon Web Services) (cloud computing platform offered by Amazon)

· Barracuda (provides security, networking, and storage products based on network appliances and cloud services)

Preferred, not required:

· IT Glue (a cloud-based IT documentation platform)

· ConnectWise PSA

· QuickBooks (an accounting software)

· RightNetworks (cloud service provider that hosts data and applications)

· Patch Management

· ClickShare

· LogMeIn or similar remote tools

· Project Experience: Office 365 and Azure migration projects

· Project Experience: Network design and configuration projects

Education

· Preferred: Bachelor’s Degree in IT, Computer Science, or related field

Certifications

· Required: CompTIA A+, or Network+, CCNA [AK3]

· Preferred: CCNP, MCITP, MCP, Apple Certification, Project+

Work Environment

· This is an in-person role based in West Houston (Energy Corridor)

· Occasional travel to client sites within the Houston area may be required; position may transition to a dedicated client site

· Participation in an after-hours on-call rotation is expected

· Work is conducted primarily during standard business hours, with flexibility as needed to support client needs

· Frequent standing, bending, crawling under desks or in server/network rooms during equipment installation

· Compliance with client safety procedures, dress codes, and facility access policies is required

Ideal Candidate Traits

· Proven leadership mindset with the ability to motivate, coach, and develop team members

· Strong decision-making and problem-solving skills in high-pressure environments
Ability to balance strategic thinking with hands-on execution

· Strong ownership and follow-through on technical issues

· High attention to detail and quality

· Clear communicator, able to explain technical topics to non-technical users

· Thrives under pressure and can multitask effectively

· Self-starter who is capable of independent research and problem-solving

· Team-oriented mindset, understanding individual success comes through team success

· Eager to learn and grow professionally

· Client-focused with a genuine interest in helping others

Why Join Us?

An Opportunity to grow into a leadership role with direct impact on team success and service delivery quality

• Work with a dedicated and experienced team that values collaboration and growth
• Exposure to a broad range of technologies and clients across different industries
• Be part of a company that puts integrity, professionalism, and service first
• Career growth opportunities in a rapidly expanding MSP

Job Type: Full-time

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off (PTO) + Office Holidays
• 401(k) + Company Match
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Life Insurance

Schedule:

• Monday to Friday / 8 hour shift- No less than 40 hours per week
• On-Call Rotation may include weeknights, weekends, holidays

Work Location: On-site in Houston, TX 77084

Pay From: $37.50 - $39.42/hr, DOE

Work Authorization: Must be authorized to work in the U.S.;unfortunately, we are not able to sponsor at this time.

In order to consider your application, candidates must be willing to take an assessment via Criteria. If you have taken one before through ECS, please note that each assessment is unique to the position that you are applying for, and may need to be taken again. If your experience and assessments match our requirements, we will reach out to you.

Job Type: Full-time

Pay: From $37.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• 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?

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 5 years (Required)

Language:

• English (Required)

License/Certification:

• (can be expired)CompTIA A+, Network+, or CCNA certification (Required)

Ability to Commute:

• Houston, TX 77084 (Required)

Work Location: In person