Project Engineer / Senior Escalation Technician Tier 3

Tier 3 Technology is hiring a Project Engineer / Senior Escalation Technician to serve as a top technical resource in our organization.

This role owns:

• Major project execution (onboarding, migrations, infrastructure)
• The final escalation point for anything our team cannot solve

You will absolutely handle escalations - but not just to close tickets. Your responsibility is to resolve, document, and ensure the issue doesn't escalate again.

This is a high-accountability role. You are expected to solve what others cannot, execute projects with minimal supervision, and elevate the entire team in the process.

What You'll Actually Do

• Run client onboardings end-to-end (no hand-holding)
• Execute complex projects: cloud migrations, infrastructure rebuilds, security implementations
• Act as the final escalation point-own complex issues through full resolution
• Close escalation tickets properly: root cause, documentation, and knowledge transfer
• Train Tier 1/2 so the same issue does not escalate twice
• Work directly with clients in a consulting capacity when needed, not just support
• Identify when work exceeds scope and flag billable change orders proactively
• Mentor the team and raise the overall technical standard

What This Role Is NOT

• Not a ticket-queue role where you're judged on volume
• Not a "throw it over the wall" escalation point
• Not a place to wait for instructions or rely on vendors to solve problems

• We are looking for serious professionals who value preparation, communication, and accountability., * 3-5+ years in an MSP or complex IT environment
• CompTIA Security+, Microsoft certifications (MS-900 and beyond), or equivalent
• You've owned and delivered projects, not just assisted
• You've handled escalations that required real troubleshooting-not Google-and-forward
• Strong working knowledge of:
• Microsoft 365 / Entra ID / Intune / hybrid environments
• Networking (VLANs, firewalls, VPNs, DNS/DHCP)
• Experience with modern security tooling (CrowdStrike, Huntress, WatchGuard, etc.)
• Ability to communicate clearly with both technical teams and business stakeholders

Professional development assistance, 401(k), Health insurance, Retirement plan, Paid time off, Vision insurance, Health savings account, Dental insurance, * 401(k)

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance