KH IT Services LLC, based in Austin, TX, has been providing industry-leading computer services to small business clients statewide for over a decade. Owner and operator David Keeton, a Microsoft® Certified Partner, specializes in software upgrades, disaster recovery implementation, and 24/7 monitoring and computer security services. The company partners with top brands such as LENOVO® and Hewlett-Packard® to deliver top-quality IT solutions. KH IT Services also offers domain names, hosted internet service, installation services, online marketing, cloud services, and web design to improve the performance and security of client IT systems.

🟢 TIER 3 – NETWORK ENGINEER (ENGINEER)

🌐 Infrastructure, Security & Escalation Engineer | 🏢 KH IT Services LLC

📄 Contract Position | 📍 Hybrid Position | Austin & Central Texas

🏢 ABOUT KH IT SERVICES

KH IT Services is not a traditional Managed Service Provider.

We are a Managed Intelligence Provider, combining technology, cybersecurity, automation, documentation, business process improvement, and Artificial Intelligence to help organizations operate securely, efficiently, and at scale.

We believe technology professionals should not only solve technical problems but also help clients modernize their businesses through automation, AI adoption, security improvements, and operational maturity.

Our culture is built around:

✅ Accountability

✅ Ownership

✅ Technical Excellence

✅ Continuous Learning

✅ Documentation Quality

✅ Security First Mindset

✅ AI Innovation & Enablement

✅ Client Success

✅ Merit-Based Advancement

🎯 MISSION STATEMENT

The Tier 3 Network Engineer (Engineer) serves as the highest level technical escalation point within KH IT Services.

Engineers are responsible for resolving Priority 1 and Priority 2 incidents, leading infrastructure projects, mentoring lower-tier technicians, supporting client environments, and improving operational maturity through technology, security, automation, and AI.

Tier 3 Engineers are expected to take ownership of complex technical challenges, identify root causes, recommend improvements, and help clients leverage technology more effectively.

Success in this role is measured through:

✅ P1/P2 Incident Resolution

✅ Mentorship & Team Development

✅ Project Success

✅ Technical Leadership

✅ Documentation Quality

✅ Security Improvements

✅ Client Satisfaction

✅ AI Adoption & Enablement

✅ Infrastructure Stability

📍 WORK LOCATION & TRAVEL REQUIREMENTS

This is a hybrid position.

Most engineering, administration, troubleshooting, documentation, and project planning activities may be performed remotely.

🚗 Required On-Site Responsibilities

Tier 3 Engineers are expected to travel throughout Austin and Central Texas when necessary.

✅ Client Estimates & Site Reviews

·      Infrastructure assessments

·      Site surveys

·      Client estimates

·      Project scoping

·      Hardware evaluations

·      Vendor coordination

🚨 Priority 1 & Priority 2 Incident Response

Tier 3 Engineers are expected to respond to critical situations.

Examples Include:

✅ Significant network outages

✅ Server failures

✅ Firewall failures

✅ Major internet outages

✅ Critical client-impacting incidents

✅ Security incidents

✅ Infrastructure emergencies

Remote response should be attempted first whenever practical.

On-site response is expected when required to restore business operations.

🚨 PRIORITY 1 & PRIORITY 2 OWNERSHIP

Tier 3 Engineers take ownership of the most critical incidents within the organization.

✅ Incident Responsibilities

✅ Initial technical assessment

✅ Root cause analysis

✅ Escalation coordination

✅ Client communication

✅ Resolution ownership

✅ Recovery validation

✅ Post-incident documentation

✅ Process improvement recommendations

🎯 Success Looks Like

✅ Faster incident recovery

✅ Reduced repeat incidents

✅ Strong client confidence

✅ Accurate documentation

✅ Effective communication

✅ Long-term improvements following incidents

👨‍🏫 MENTORSHIP & TEAM DEVELOPMENT

Tier 3 Engineers are expected to actively develop Tier 1 and Tier 2 personnel.

🔵 Tier 1 Mentorship

✅ Service desk coaching

✅ Ticket reviews

✅ Documentation guidance

✅ Microsoft 365 administration coaching

✅ Certification development

✅ Troubleshooting guidance

✅ AI coaching

🟡 Tier 2 Mentorship

✅ Infrastructure support coaching

✅ Security guidance

✅ Escalation coaching

✅ Deployment best practices

✅ Project participation

✅ Certification mentoring

✅ AI enablement coaching

🎯 Success Looks Like

✅ Improved team performance

✅ Improved documentation quality

✅ Better escalation quality

✅ Increased technical maturity

✅ Certification advancement

🏗️ PROJECT LEADERSHIP

Project leadership is one of the primary functions of the Tier 3 Engineer role.

✅ Project Responsibilities

✅ Network upgrades

✅ Server deployments

✅ Firewall replacements

✅ Infrastructure modernization

✅ Microsoft 365 migrations

✅ Security projects

✅ New client onboarding support

✅ Wi-Fi deployment projects

✅ Infrastructure refreshes

✅ Disaster recovery initiatives

🎯 Success Looks Like

✅ Projects completed successfully

✅ Minimal client disruption

✅ Accurate documentation

✅ Strong communication

✅ High-quality technical implementation

🌐 INFRASTRUCTURE RESPONSIBILITIES

✅ Network Engineering

✅ Routing and switching

✅ VLANs

✅ VPNs

✅ Firewall administration

✅ Wireless networking

✅ Internet connectivity troubleshooting

✅ Network design recommendations

✅ Network performance tuning

✅ Server & Infrastructure Support

✅ Server troubleshooting

✅ Infrastructure monitoring

✅ Virtualization support

✅ Backup administration

✅ Disaster recovery validation

✅ Infrastructure upgrades

✅ Capacity planning

✅ Security Responsibilities

✅ Security reviews

✅ Threat response

✅ Endpoint security oversight

✅ Security recommendations

✅ Security risk identification

✅ Incident response support

✅ Security remediation guidance

🤖 AI LEADERSHIP & CLIENT AI ENABLEMENT

KH IT Services is a Managed Intelligence Provider.

Tier 3 Engineers are expected to lead AI initiatives internally and externally.

✅ Internal AI Leadership

🤖 Design AI-assisted workflows

⚙️ Develop automation opportunities

📊 Improve operational maturity through AI

📚 Train lower tiers on AI usage

📝 Improve documentation through AI

🚀 Lead Microsoft Copilot adoption initiatives

✅ Identify AI opportunities throughout the organization

✅ Client AI Enablement

🚀 Conduct AI readiness conversations

💡 Recommend Microsoft Copilot opportunities

📈 Identify productivity improvements

⚙️ Recommend workflow automation opportunities

🤝 Assist clients with AI strategy discussions

📋 Escalate and develop AI improvement opportunities

✅ Help clients understand AI adoption best practices

🎯 Success Looks Like

✅ Leads AI initiatives

✅ Improves internal efficiency

✅ Helps clients adopt AI successfully

✅ Creates measurable business improvements

✅ Mentors lower tiers on AI usage

🧰 SOFTWARE & PLATFORM EXPECTATIONS

🎫 HaloPSA

Advanced Proficiency Required

✅ Workflow ownership

✅ Escalation management

✅ Reporting

✅ Documentation standards

✅ KPI review

✅ Service process improvement

✅ Mentorship of lower tiers

🖥️ NinjaOne

Advanced Proficiency Required

✅ Monitoring architecture

✅ Endpoint management

✅ Automation policies

✅ Remediation strategies

✅ Performance optimization

✅ Proactive maintenance

✅ Technical mentorship

☎️ GoTo

Advanced Proficiency Required

✅ Advanced support

✅ Client troubleshooting

✅ Escalation assistance

✅ Deployment support

🛡️ Guardz

Advanced Proficiency Required

✅ Security monitoring

✅ Security administration

✅ Risk analysis

✅ Threat assessment

✅ Security recommendations

✅ Client security guidance

🦠 SentinelOne

Advanced Proficiency Required

✅ EDR administration

✅ Threat investigation

✅ Threat response

✅ Incident ownership

✅ Remediation planning

✅ Security incident leadership

🎓 CERTIFICATION EXPECTATIONS

✅ Required Certifications

🧰 CompTIA A+

☁️ Microsoft 365 Fundamentals (MS-900)

🌐 CompTIA Network+

These certifications should already be completed before advancement into Tier 3.

🔌 Cisco CCNA

Required certification.

Must already be held or completed within 90 days of promotion/hire.

Validates:

✅ Routing

✅ Switching

✅ VLANs

✅ Security fundamentals

✅ Enterprise networking

✅ Network troubleshooting

☁️ Microsoft Azure Administrator (AZ-104)

Expected within 180 days.

Validates:

✅ Azure administration

✅ Identity management

✅ Virtual machines

✅ Networking

✅ Storage

✅ Microsoft cloud administration

📈 Growth Certification

🧠 Cisco CCNP

Expected long-term engineering progression certification.

💰 CERTIFICATION BONUSES

🧰 CompTIA A+ → $150

🌐 CompTIA Network+ → $300

🔌 Cisco CCNA → $500

🧠 Cisco CCNP → $500

💰 COMPENSATION

💵 Compensation Range

$45.00 – $65.00+ per hour

Based on:

✅ Technical ability

✅ Certifications

✅ Infrastructure experience

✅ Security knowledge

✅ Project leadership

✅ Documentation quality

✅ Mentorship ability

📄 Employment Type

Contract Position

Full-Time Hours

Long-Term Opportunity Based on Performance

💰 Additional Opportunities

✅ Certification Bonuses

✅ Project Leadership Opportunities

✅ Senior Engineering Growth

✅ Technical Leadership Opportunities

✅ Client Infrastructure Ownership

🚀 CAREER ADVANCEMENT

Tier 3 Engineers represent the highest technical tier within KH IT Services.

Future opportunities may include:

✅ Technical Leadership

✅ Team Leadership

✅ Operations Leadership

✅ Engineering Management

✅ Strategic Client Leadership

✅ AI Program Leadership