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

📄 Full-Time Contract Position | 🌐 Remote / Field Services | 📍 Austin, Texas

🏢 ABOUT KH IT SERVICES

KH IT Services is a modern Managed Intelligence Provider (MIP) focused on helping organizations improve technology, cybersecurity, operational maturity, documentation, automation, and Artificial Intelligence adoption.

Unlike traditional Managed Service Providers, KH IT Services combines technical support, security, business process improvement, and AI enablement to help clients become more productive, more secure, and more efficient.

We believe technical professionals should continuously develop their skills, lead through expertise, mentor others, and contribute to both client success and organizational growth.

🎯 POSITION MISSION

The Tier 3 Network Engineer (Engineer) serves as KH IT Services' highest-level technical escalation point and engineering resource.

Engineers are responsible for:

✅ Infrastructure Engineering

✅ Security Leadership

✅ P1/P2 Incident Response

✅ Azure Administration

✅ Project Leadership

✅ Technical Mentoring

✅ Client Assessments

✅ AI Leadership

✅ Documentation Standards

✅ Operational Excellence

Tier 3 Engineers are expected to function as technical leaders, trusted advisors, mentors, and escalation resources while helping drive innovation and continuous improvement across the organization.

🌐 REMOTE & FIELD SERVICE REQUIREMENTS

This position includes both remote support and onsite client engagement.

✅ Requirements

✅ Reliable transportation

✅ Valid driver's license

✅ Ability to travel to client locations

✅ Professional appearance

✅ Professional communication

✅ Ability to work independently

✅ Ability to lead onsite projects

✅ Ability to interact with executives and decision makers

🚨 P1 / P2 INCIDENT OWNERSHIP

Tier 3 Engineers own major incidents impacting client operations.

Responsibilities

✅ Network outages

✅ Internet outages

✅ Firewall failures

✅ Server outages

✅ Cloud infrastructure failures

✅ Microsoft 365 outages

✅ Security incidents

✅ Disaster recovery coordination

✅ Escalation management

✅ Root cause analysis

🌐 INFRASTRUCTURE ENGINEERING RESPONSIBILITIES

🌐 Network Infrastructure

✅ Routing

✅ Switching

✅ VLAN configuration

✅ VPN configuration

✅ Wireless infrastructure

✅ WAN connectivity

✅ Site-to-site connectivity

✅ Network optimization

✅ Network troubleshooting

✅ Infrastructure documentation

☁️ Microsoft Azure Administration

Responsibilities

✅ Azure administration

✅ Resource management

✅ Azure networking

✅ Azure identity

✅ Storage administration

✅ VM administration

✅ Hybrid infrastructure support

✅ Security reviews

☁️ Microsoft 365 Administration

Responsibilities

✅ Exchange Online

✅ Teams Administration

✅ Security Reviews

✅ Licensing

✅ Identity Management

✅ Tenant Administration

✅ Advanced Troubleshooting

🔐 SECURITY LEADERSHIP RESPONSIBILITIES

🛡️ Security Operations

✅ Threat response

✅ Security investigations

✅ Security documentation

✅ Security reviews

✅ Risk identification

✅ Security remediation planning

✅ Security escalation support

🦠 SentinelOne Responsibilities

✅ Threat investigation

✅ Endpoint review

✅ Security incident response

✅ Remediation planning

✅ Escalation management

🛡️ Guardz Responsibilities

✅ Security posture review

✅ Threat monitoring

✅ Risk analysis

✅ Client security recommendations

✅ Security reporting

🎥 CCTV & ACCESS CONTROL RESPONSIBILITIES

KH IT Services maintains licensing for regulated physical security system support.

Tier 3 Engineers may assist with:

✅ CCTV design support

✅ Camera infrastructure planning

✅ NVR troubleshooting

✅ Access control integration

✅ Electronic locking systems

✅ Alarm-related technologies

✅ Vendor coordination

✅ Physical security consulting

✅ Security documentation

👨‍🏫 MENTORSHIP RESPONSIBILITIES

Tier 3 personnel are expected to help develop lower-tier personnel.

🔵 Tier 1 Mentorship

✅ Ticket reviews

✅ Documentation coaching

✅ Microsoft 365 coaching

✅ Customer service coaching

✅ AI coaching

✅ Career development guidance

🟡 Tier 2 Mentorship

✅ Infrastructure coaching

✅ Security coaching

✅ Troubleshooting coaching

✅ Project participation

✅ Escalation guidance

✅ Professional development support

📋 CLIENT ASSESSMENTS & ESTIMATES

Responsibilities

✅ Site reviews

✅ Infrastructure assessments

✅ Hardware recommendations

✅ Vendor discussions

✅ Scope development

✅ Project planning

✅ Proposal support

✅ Technology roadmaps

🤖 AI LEADERSHIP RESPONSIBILITIES

KH IT Services is a Managed Intelligence Provider.

Tier 3 Engineers are expected to drive AI adoption both internally and externally.

🤖 Internal AI Responsibilities

✅ Microsoft Copilot leadership

✅ AI-assisted workflow design

✅ Documentation automation

✅ Process improvement

✅ Internal AI mentoring

✅ Productivity improvements

✅ Operational automation recommendations

🚀 Client AI Responsibilities

✅ AI readiness assessments

✅ Copilot discussions

✅ AI productivity recommendations

✅ Process automation opportunities

✅ Technology roadmap participation

✅ AI adoption guidance

✅ Escalation point for AI initiatives

📚 DOCUMENTATION RESPONSIBILITIES

Documentation excellence is a requirement for all Tier 3 Engineers.

Expectations

✅ Configuration documentation

✅ Infrastructure diagrams

✅ Security documentation

✅ Project documentation

✅ SOP creation

✅ SOP maintenance

✅ Knowledge base contributions

✅ Root cause analysis documentation

✅ Client environment documentation

🤝 CROSS-TIER SERVICE DESK SUPPORT REQUIREMENT

KH IT Services operates on a team-first model.

When not actively engaged in:

✅ P1/P2 incidents

✅ Engineering projects

✅ Site reviews

✅ Estimates

✅ Security investigations

✅ Infrastructure work

Tier 3 Engineers are expected to support lower-tier operations.

⏱ Minimum Weekly Requirement

10 Work Hours Per Week

Supporting:

✅ Ticket triage

✅ Tier 1 ticket resolution

✅ Tier 2 ticket resolution

✅ Escalation assistance

✅ Documentation review

✅ Technical mentoring

✅ Service backlog reduction

🧰 PLATFORM TRAINING REQUIREMENTS

✅ All Tier 1 Platforms

🎫 HaloPSA

🖥️ NinjaOne

☎️ GoTo Connect

☁️ Microsoft 365 Admin

🔑 Microsoft Entra

🤖 Microsoft Copilot

✅ All Tier 2 Platforms

🛡️ Guardz

🦠 SentinelOne

🌐 Advanced Platform Requirements

☁️ Microsoft Entra (Advanced)

✅ Conditional Access

✅ Security Policies

✅ Identity Governance

✅ MFA Management

✅ SSO Administration

📡 UniFi

✅ Wireless Administration

✅ Network Management

✅ Site Deployments

✅ Switching

✅ VLAN Management

📊 Auvik

✅ Network Monitoring

✅ Documentation

✅ Mapping

✅ Alerting

✅ Reporting

🔐 NordLayer

✅ Remote Access Administration

✅ Policy Management

✅ User Administration

✅ Security Configuration

🌐 Google Admin

✅ Workspace Administration

✅ User Management

✅ Security Configuration

✅ Licensing

🛒 Pax8

✅ Licensing Administration

✅ Procurement

✅ Cloud Solution Management

✅ Vendor Coordination

📦 D&H

✅ Hardware Procurement

✅ Equipment Sourcing

✅ Project Purchasing

✅ Quote Support

🎓 CERTIFICATION REQUIREMENTS

✅ Required Prior Certifications

🧰 CompTIA A+

🎫 ITIL Foundation

☁️ Microsoft 365 Fundamentals (MS-900)

🤖 Microsoft 365 Copilot & Agent Administration Fundamentals (AB-900)

🌐 CompTIA Network+

🖥️ CompTIA Server+

🔐 Microsoft Security Fundamentals (SC-900)

🛡️ TOPS Registration (if supporting regulated systems)

🤖 Microsoft Applied Skills: Build an Agent in Microsoft Copilot Studio

✅ Required Within 90 Days

🔌 Cisco CCNA

✅ Required Within 180 Days

☁️ Microsoft Azure Administrator (AZ-104)

🤖 Microsoft Applied Skills:

Accelerate AI-Assisted Development Using GitHub Copilot

🚀 Growth Certifications

🔐 CompTIA Security+

🧠 Cisco CCNP

🛡️ TOPS REQUIREMENT

Personnel supporting:

✅ CCTV Systems

✅ Camera Systems

✅ Access Control Systems

✅ Electronic Locking Systems

✅ Alarm Technologies

must maintain active registration through the Texas Online Private Security (TOPS) system.

📚 Continuing Education Requirement

8 CEU Hours Every 12 Months

Required to maintain compliance.

Continuing education activities are completed outside scheduled work hours.

📊 KEY PERFORMANCE INDICATORS

✅ P1/P2 Resolution Performance

✅ Infrastructure Stability

✅ Security Improvements

✅ Client Satisfaction

✅ Project Success

✅ Documentation Quality

✅ Technical Mentorship

✅ AI Leadership

✅ Platform Proficiency

✅ Operational Contribution

🚀 CAREER ADVANCEMENT

Successful Tier 3 personnel may pursue leadership opportunities including:

👨‍💼 Technical Lead

👨‍💼 Service Manager

👨‍💼 Operations Lead

👨‍💼 Engineering Lead

👨‍💼 Strategic Client Advisor

👨‍💼 AI Program Leader

Advancement considerations include:

✅ Leadership ability

✅ Mentorship effectiveness

✅ Project leadership

✅ Security expertise

✅ AI leadership

✅ Business impact

✅ Documentation quality

✅ Client satisfaction

💰 COMPENSATION, BENEFITS & PROFESSIONAL DEVELOPMENT

💵 Compensation Range

$38.00 - $65.00+ Per Hour

Compensation decisions are based on:

✅ Technical expertise

✅ Infrastructure knowledge

✅ Security leadership

✅ Project leadership

✅ Client satisfaction

✅ Documentation quality

✅ AI leadership

✅ Business impact

✅ Overall performance

🎁 Benefits & Professional Development

KH IT Services provides:

✅ KH IT Services Udemy Portal

✅ Microsoft Learn resources

✅ Vendor training resources

✅ Internal mentorship

✅ Leadership development opportunities

✅ Certification guidance

✅ AI leadership training

✅ Career planning assistance

✅ Exam preparation assistance

✅ Approved exam cost assistance

💰 CERTIFICATION BONUS PROGRAM

Certification

Bonus

🧰 CompTIA A+

$150

🌐 CompTIA Network+

$300

🔌 Cisco CCNA

$500

🧠 Cisco CCNP

$500

Maximum Career Certification Bonus Opportunity

💰 $1,450

🛡️ TOPS CEU COMPLIANCE BONUS

Annual Bonus

💰 $100 Per Year

Eligibility Requirements

✅ Active TOPS Registration

✅ All annual CEUs completed

✅ No registration lapse

✅ No compliance violations

✅ Participation in qualifying security-related projects

📚 PROFESSIONAL DEVELOPMENT POLICY

Certification preparation:

✅ Occurs outside scheduled work hours

✅ Does not count as worked hours

✅ Does not count toward weekly work-hour requirements

✅ Is required for advancement opportunities

✅ Demonstrates commitment to professional growth

⚖️ LEGAL & COMPLIANCE DISCLOSURES

Equal Opportunity Statement

KH IT Services provides equal opportunity based on qualifications, performance, experience, skills, and business needs.

Compensation Disclaimer

Compensation ranges are estimates and are not guarantees of compensation.

Actual compensation may vary based on experience, certifications, market conditions, and business requirements.

Certification Disclaimer

Certification requirements, timelines, platform requirements, and advancement criteria may be modified or updated based on business needs.

Bonus Disclaimer

Certification bonuses and TOPS compliance bonuses:

✅ Are discretionary

✅ Require good standing

✅ Require verification

✅ May be modified or discontinued

✅ Are not considered base compensation

Licensing Disclaimer

Personnel maintaining TOPS registration are responsible for meeting all licensing and continuing education requirements.

Contract Relationship Disclaimer

Nothing contained in this posting creates a guarantee of employment, advancement, compensation, or future opportunities.

✅ APPLYING TO KH IT SERVICES

If you are committed to:

✅ Continuous Learning

✅ Infrastructure Excellence

✅ Security Leadership

✅ Documentation Excellence

✅ Project Ownership

✅ AI Leadership

✅ Professional Growth

✅ Merit-Based Advancement

We encourage you to apply.