Service Support Analyst L3

About The Organization

Envera Systems is a leading provider of smart community security and access control solutions, offering cloud-based technology that enhances safety, convenience, and peace of mind. Our platform integrates video surveillance, virtual gate services, and access control to support communities nationwide. With a growing, multi-state presence, Envera is committed to innovation, operational excellence, and delivering exceptional customer experiences through a collaborative, hands‑on team.

The Service Support Analyst L3 is responsible for delivering advanced technical support across Active Directory, DNS, networking, and database systems. This role troubleshoots complex infrastructure and data issues, supports Windows Server environments, develops and maintains SQL, Access, and VBA solutions, and collaborates with cross‑functional teams while documenting processes and mentoring junior staff.

• Act as the final internal escalation point for highly technical and complex support cases involving:
  • Credentialing systems
  • Physical access control
  • Network and server infrastructure
  • Software application behavior and data integrity
• Independently analyze, reproduce, and resolve software issues using logs, queries, and structured testing.
• Manage and maintain Microsoft Access databases and SQL Server environments, including writing complex queries, building forms/reports, and ensuring data integrity through proper relational design.
• Develop and debug VBA code to automate workflows and enhance internal Access‑based applications.
• Investigate and resolve system behavior related to Active Directory, including user/group provisioning, Group Policy Objects (GPOs), and Organizational Units (OUs).
• Troubleshoot DNS and Windows Server‑related issues, including domain authentication and internal routing concerns.
• Remotely diagnose and resolve network‑related issues involving TCP/IP, subnetting, VLANs, VOIP, port forwarding, and routing protocols.
• Interface with firewalls, routers, and switches to support remote connectivity and device‑level diagnostics.
• Import, export, and transform data across Access, Excel, and SQL‑based systems to support integrations and reporting needs.
• Collaborate cross‑functionally with developers, installers, and support staff to provide technical clarity and improve issue resolution pathways.
• Take proactive ownership of your learning; success in this role will require self‑driven exploration, persistent questioning, and initiative in navigating undocumented systems and legacy knowledge.

• 3‑5 years of experience in IT support or systems administration with hands‑on involvement in infrastructure, database, and application troubleshooting.
• Advanced troubleshooting experience with Microsoft Access databases (forms, queries, macros, and relational logic).
• Advanced troubleshooting experience with SQL Server databases, including joins, query optimization, and performance tuning.
• Advanced troubleshooting experience in Windows Server environments, including Active Directory, Group Policy, and DNS.
• Advanced troubleshooting experience with network infrastructure, including TCP/IP, subnetting, VLANs, VoIP, port forwarding, routing, and firewall/switch/router diagnostics.
• Strong proficiency in writing and debugging SQL queries for data analysis and issue resolution.
• Strong proficiency in designing and maintaining Microsoft Access databases, including forms and reports.
• Strong understanding of relational database concepts, including normalization and data integrity.
• Experience creating, debugging, and optimizing VBA code to enhance Access‑based applications.
• Experience importing and exporting data across Excel, SQL, and Access for analysis and transformation.
• Experience participating in infrastructure projects such as Active Directory migrations, DNS reconfigurations, and network redesigns or upgrades.
• Demonstrated ability to analyze logs, application behavior, and data flow to isolate root causes.
• Demonstrated ability to remotely troubleshoot, diagnose, and resolve issues using Screen Connect and Remote Desktop tools.
• Ability to write or review basic code and scripts (SQL,…