Tier 3 Helpdesk Support Technician

SUMMARY

We are seeking a highly skilled,client-focused Tier III Support Technician (Escalations Engineer) to join ourManaged Services team. This role is responsible for resolving complex technicalissues escalated from Tier I, supporting diverse client environments, andcontributing to both reactive support and proactive system improvement. Therole will act as a technical bridge between frontline support and advancedengineering, ensuring system stability, security, and performance across clientenvironments.

JOB RESPONSIBILITIES

• Advanced Technical Support &Escalations
  
• Diagnose and resolve complex issues across:
  
• Servers, networks, and cloud environments
  
• Active Directory, Group Policy, andidentity systems
  
• Exchange / Microsoft 365 email andpermissions
  
• Firewall, VPN, and network connectivity
  
• Troubleshoot virtualization platforms(VMware, Hyper-V)
  
• Resolve backup failures and performrecovery operations
  
• Infrastructure & System Management
  
• Configure and maintain:
  
• Firewalls, switches, VPNs
  
• Windows Server environments
  
• Azure / Microsoft 365 tenants
  
• Monitor RMM dashboards and respond toalerts
  
• Ensure backup integrity and businesscontinuity
  
• Security & Compliance
  
• Perform cybersecurity checks andremediation (phishing, malware)
  
• Support endpoint security and emailfiltering platforms
  
• Assist with compliance and risk mitigationefforts
  
• Project & Client Engagement
  
• Execute mid-level technical projects(migrations, upgrades, on-boardings, etc.)
  
• Participate in client discovery andenvironment assessments
  
• Recommend improvements aligned to clientbusiness needs
  
• Team Support & Mentorship
  
• Provide escalation support to Tier Itechnicians
  
• Mentor junior team members and improvetechnical capability
  
• Collaborate with Tier III engineers oncomplex initiatives
  
• Documentation & Process Discipline
  
• Maintain accurate, high-qualitydocumentation (≥95% standard)
  
• Document all tickets, resolutions, andsystem changes
  
• Follow and improve standardized serviceworkflows
  
• Operational Support
  
• Participate in on-call rotation.
  
• Provide occasional after-hours andemergency support
  
• Coordinate with vendors for escalatedissues
  

QUALIFICATIONS

• Minimum of 4 yearsTier III experience in an MSP environment (REQUIRED)
  
• Multi-industry clientsupport experience
  
• Experience supportingsmall to mid-sized business environments
  
• Technical Expertise
  
• Windows Server, Active Directory, Group Policy
  
• Microsoft 365 (Exchange, Teams, SharePoint,OneDrive)
  
• Networking (DNS, DHCP, TCP/IP, VPNs,firewalls)
  
• Virtualization (VMware, Hyper-V)
  
• Backup & Disaster Recovery solutions
  
• Azure / Entra ID (basic to intermediate)
  
• Endpoint security / EDR tools
  
• Email filtering platforms (e.g., Barracuda)
  
• Tools & Platforms
  
• ConnectWise Manage (REQUIRED)
  
• IT Glue (REQUIRED)
  
• RMM tools (Datto RMM preferred)
  
• Remote access and diagnostic tools
  
• Automation & Scripting
  
• PowerShell (preferred)
  
• Basic scripting (Bash/Python is a plus)
  
• Soft Skills
  
• Strong troubleshooting and analyticalthinking
  
• Excellent communication with non-technicalusers
  
• High ownership mindset (“ExtremeOwnership”)
  
• Ability to prioritize and manage multipletasks
  
• Strong documentation discipline
  
• Ability to create topology diagrams.
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toa permanent night shift schedule.