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.