Senior Network Security Engineer (Dental)

This is a remote position.

A U.S.-based Managed Service Provider in the healthcare industry, seeking a Tier 3 Senior Network Security Engineer. This role serves as the final technical escalation point, manages ticket flow during business hours, proactively communicates with clients, and continuously improves our security posture and internal technical operations.

Current Structure:

• Tier 1: Live help desk service resolves basic issues.
  

• Tier 2: U.S.-based technicians handle on-site work and standard escalations.
  

Our goal is a fully documented, standardized, and automated technical operation. Within 90 days, the owner should no longer be involved in any technical issues.

Core Responsibilities:

Tier 3 Technical Authority

• Serve as the final escalation point for all technicians
  

• Provide authoritative technical guidance to Tier 2 technicians
  

• Make final decisions on complex technical issues
  

• Ensure careful, low-risk changes with rollback planning
  

Ticket Queue Oversight & Internal Coordination

• Monitor the ticket queue continuously during your shift
  

• Ensure timely acknowledgment and resolution of tickets
  

• Identify stalled tickets and push for resolution
  

• Use Slack for internal coordination
  

• Enforce urgency, prioritization, and accountability
  

Client Communication

• Proactively call clients on complex issues
  

• Clearly explain problems, resolutions, and next steps
  

• Provide confidence and reassurance during incidents
  

• Represent the company as a senior technical authority
  

Security & Operational Improvement

• Continuously enhance client security
  

• Identify risks and recommend improvements
  

• Improve documentation, workflows, and technical processes
  

• Help automate and standardize operations to reduce recurring work
  

Preferred Tech Stack Experience:

• Atera (RMM & PSA)
  

• Hudu (documentation)
  

• Huntress
  

• Axcient
  

• Microsoft 365
  

• Unifi
  

• Domotz
  

• RingCentral
  

• Dental software (Dentrix, Eaglesoft, OpenDental)
  

Success Metrics:

• Owner has zero involvement in technical issues within 90 days
  

• Ticket backlog remains near zero
  

• Fewer incidents from risky or careless changes
  

• Monthly improvements in operations, documentation, and standards
  

Requirements

• Fluent English, spoken and written, minimal accent
  

• Confident calling U.S. clients and leading incident communications
  

• 10+ years total IT experience
  

• 3+ years MSP experience (internal IT only does not qualify)
  

• Strong network engineering and security background
  

• Risk-conscious with disciplined change management
  

• Deep experience in routing, switching, firewall rules, and network segmentation
  

• File shares, permissions, and access control expertise
  

• Microsoft 365 and Active Directory/Entra ID administration
  

• Able to operate independently as Tier 3 with no escalation to ownership
  

• Fast ticket responsiveness
  

• Reliable internet with backup, professional workstation, and headset
  

Benefits

• Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday.
  
• Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
  
• Performance-Based Salary Increase: Enjoy a raise after regularization
  
• Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
  
• Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  
• Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.