BioPak is seeking a Lead Tech Engineer to serve as the senior technical authority within the support team, overseeing service delivery, ticket flow, and daily technical operations in a fast-paced MSP environment.
What You'll Do
- Own the full lifecycle of support tickets, from triage and prioritization to assignment, escalation, and closeout.
- Act as the final escalation point for complex technical issues, driving structured resolution.
- Provide technical guidance, coaching, and performance feedback to engineers.
- Collaborate with leadership to define and implement scalable technical support strategies.
- Monitor daily support operations, proactively resolving bottlenecks.
- Enforce documentation standards, service protocols, and security compliance.
- Lead technical onboarding and project execution, ensuring seamless transitions.
- Analyze recurring issues, implement preventive solutions, and optimize support processes.
- Identify upselling potential and contribute to service expansion strategies.
- Provide regular updates on team performance, client feedback, and operational metrics.
- Stay current with emerging technologies, certifications, and industry trends.
What We're Looking For
- Minimum 7–10 years total experience in technical support or infrastructure roles.
- At least 3 years of MSP experience supporting multi-client environments.
- 5–7 years of leadership experience, ideally in a Senior, L3, or Team Lead capacity.
- Advanced proficiency in Microsoft 365 administration.
- Advanced Azure Administration and identity management.
- Strong hands-on experience with 3CX.
- Solid experience with VOIP technologies, including MS Teams VOIP.
- Proven background in network design and implementation (routing, switching, firewalls).
- Strong expertise in backup infrastructure (design, monitoring, restoration).
- Strong knowledge of IT security controls, monitoring tools, and compliance frameworks.
- Experience managing DNS records, IP networking, and remote access solutions.
- Proven capability in technical project execution (migrations, onboarding, implementations).
- Strong experience in ticketing system management (triage, prioritization, SLA flow).
- Demonstrated ability to coach, mentor, and support engineering teams.
- Proven escalation handling with structured, methodical resolution techniques.
- Strong proactive and reactive troubleshooting skills.
- Strategic thinking with the ability to reduce recurring issues and improve operational flow.
- Fluent in English, both written and verbal.
Nice to Have
- Professional certifications (Microsoft, Azure, networking, security).
- Experience with PSA/RMM tools (any major platform).
- Familiarity with documentation platforms (e.g., IT Glue, Hudu).
- Experience with compliance frameworks (ISO27001, NIST, SOC2).
- Exposure to additional VOIP platforms beyond 3CX/MS Teams.
- Experience in automation, workflow optimization, or process improvement initiatives.
- Broader project coordination or cross-functional project experience.
Technical Stack
- Microsoft 365
- Azure
- 3CX
- VOIP / MS Teams VOIP
- Networking (routing, switching, firewalls)
- Backup Infrastructure
- DNS
- Ticketing Systems
Team & Environment
You will be the senior technical authority within the support team, reporting to the Operations Manager.
Work Mode
This is a remote position open to global candidates.
BioPak is an equal opportunity employer.
