Technical Projects & Support Analyst – L3

Location: Houston
Department: Professional Services
Reports To: PMO

Are you a senior IT infrastructure specialist who thrives on delivering complex migration projects while mentoring technical teams? Do you want to work for a company that values excellence and invests in your growth?

At Uprite Services, we’re looking for a Technical Projects & Support Analyst – L3 to join our award-winning team. This role is ideal for a tech-savvy professional who enjoys solving problems, implementing solutions, and delivering exceptional service remotely and occasionally onsite.

Who We Are

Uprite is a trusted technology partner, providing managed IT, cybersecurity, cloud, and phone solutions to growing businesses across Texas. Our team is built on high performance and a values-driven culture called The Uprite Way, which guides how we serve clients and support one another every day.

Learn more at www.uprite.com

About the Role

This position is primarily responsible for delivering technical projects for clients including but not limited to; infrastructure modernization and migrations (such as server refreshes, Azure cloud migrations, serverless transitions, and other migration-type efforts), software upgrades, tenant-to-tenant migrations, security/monitoring enhancements, AI & automation, and client training.  The technician will apply project governance best practices and contribute to our innovation efforts, including new service offering development support and automation initiatives to streamline our project work.

In addition to project work, this role provides advanced end user support, hardware support, server and host server support, and maintaining client documentation. The position serves as a high-level escalation resource for technical support tickets, resolving complex requests generated from end users, lower tier technicians, and remote monitoring software. Also, during times of abnormally high support ticket volume this resource will help support the service desk team if requested. Collaboration with the Network Operations Center (NOC) team is essential for troubleshooting escalated issues, implementing network and security solutions, and ensuring best practices across client environments. Topics addressed typically include host servers and virtualization, hardware maintenance, SAN/NAS storage, firewalls, advanced networking, backup and recovery, and documentation maintenance.

This position is part of a 24x7 service team and requires participation in on-call rotations. Regular in-office presence is expected to foster team collaboration & learning, with flexibility for remote work and client site visits as project and support needs dictate.

Key Responsibilities

Project Delivery (70%)

• Lead and execute client infrastructure projects, including:
• Server refreshes, consolidations, and upgrades
• On-prem to Azure cloud migrations and serverless transitions to Microsoft 365
• Specialized software upgrades and line-of-business hosting transitions
• Microsoft 365 tenant-to-tenant migrations
• Security and monitoring deployments (e.g., Liongard agents, monitoring appliances)
• Collaborate with project managers, vCIOs, and the NOC team to scope, plan, and deliver projects on time and within budget
• Apply project governance best practices, including work plan management, change control, and documentation
• Deploy, update, and troubleshoot server and application environments as part of project work
• Maintain standardized documentation for project configurations and client environments
• Mentor and guide lower tier technical staff through direct conversations, lunch & learn sessions, and other collaborative training to promote skill development and knowledge sharing
• Participate in weekly project meetings

Technical Support Analyst & Escalation (25%)

• Act as an escalation point for Tier 1 and Tier 2 support teams and collaborate with the NOC team on complex troubleshooting
  • Provide advanced end-user support and resolve escalated technical issues via assigned tickets, phone, email, and on-site visits
  • Support and maintain hardware, networking (switches, firewalls, wireless, VPN), and backup/recovery systems
  • Resolve issues with line-of-business applications and Microsoft 365 services
  • Assist with management of Group Policy administration for client domain including application installations, password management, and permission management
  • Assist with domain renewals and SSL certificate renewals and implementation as needed.
  • Communicate with users and vendors to assess, resolve, and document technical problems

Documentation & Administration (5%)

• Create standardized documentation for line of business configurations, purchase approvals, passwords, and other client information.
• Drafts or revises internal processes and procedures.
• Maintains logs of support services provided in the ticketing system.
• Utilize time entry system to capture accurate time allocation
• Attend bi-weekly team meetings and company meetings, as needed

What You Bring to the Table

Skills & Abilities

• Valid Driver’s license and insurance
• Ability to operate a motor vehicle
• Strong customer service skills
• Excellent communication and interpersonal skills, both verbal and written.  
• Ability to work collaboratively in a team environment to get results and resolve customer needs.  
• Ability to investigate and find the root cause of issues and follow through with corrective actions.  
• Comfortable demanding excellence in self and team to ensure successful resolution of service requests.
• Ability to act as a higher-level resource for escalation
• Ability to adapt/modify troubleshooting techniques to address the situation
• Knowledge of VPN/Remote access technologies
• Microsoft Hyper-V and VMWare vCenter/ESXi
• Microsoft Azure solutions
• Windows Server/Desktop
• Networking and firewall administration
• Microsoft Exchange Administration
• Microsoft 365 Administration

Requirements

• Associate’s degree in IT or equivalent experience
• 8+ Years of experience in Information Technology or related fried
• 4+ Years of experience in End User Support
• Valid Texas driver’s license and insurance
• Ability to occasionally travel to client sites as needed

What We Offer

We believe our team is our greatest asset. That's why we offer a comprehensive benefits package including:

• Medical, Dental, and Vision Insurance

• Short & Long-Term Disability

• 401(k) with Company Match

• Paid Vacation & Holidays

• Professional Growth & Career Development Opportunities

Equal Opportunity Employer

Uprite Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.   

Ready to support clients and grow your IT career with a high-performing team?
Apply today and bring your talent to The Uprite Way.