Tier 3 Helpdesk Engineer (MSP)

The Support Engineer - Tier 3 is the senior technical resource on the managed Services team. This role resolves incidents that Tier 1 and Tier 2 cannot, handles complex network and infrastructure changes, and leads proactive work across customer environments. Tier 3 engineers own high-impact problems through root cause, resolution, and documentation, and serve as technical mentors to the broader service desk team. The role includes participation in on-call rotation and after-hours support., · Perform Tier 3 support for managed services customers by prioritizing and resolving escalated tickets from Tier 1 and Tier 2.

· Serve as the final escalation point for unresolved Tier 1 and Tier 2 incidents; own issues through restoration, root cause analysis, and closure.

· Own high-impact incidents through restoration and closure while supporting multiple customers concurrently.

· Troubleshoot and resolve network incidents including switch connectivity, ISP outages, router and gateway failures, and VPN issues.

· Plan and execute firewall changes including ISP cutovers, rule modifications, and URL filtering adjustments across customer firewalls.

· Administer and patch Hyper-V and VMware hypervisor hosts as part of a scheduled monthly patching cycle.

· Manage server virtual machines including configuration, file share setup, drive mapping, and decommissioning.

· Perform advanced Microsoft 365 administration including shared mailbox management, retention policy configuration, calendar access troubleshooting, Azure AD Connect synchronization remediation, and third-party app integrations (e.g., Read.ai, Copilot).

· Execute schedule proactive tasks such as scheduled service restarts, hypervisor patching, and environment health reviews.

· Conduct root cause analysis on recurring issues and recommend practical fixes that reduce future ticket volume.

· Provide technical leadership and mentoring to Tier 1 and Tier 2 technicians.

· Maintain accurate ticket notes and reusable knowledge documentation in ConnectWise PSA and IT Glue.

· Participate in on-call rotation and provide after-house IT support per on-call rotation schedule.

· Context-switch effectively between multiple client environments, configurations, and industry requirement.

· Advanced troubleshooting for Windows 10/11 and Windows Server including performance, stability, patching, drivers, and networking stack issues.

· Administration and troubleshooting of Hyper-V and VMware virtualization platforms.

· Firewall administration and troubleshooting include policy changes, ISP failover, and network segmentation.

· Advanced networking troubleshooting including TCP/IP, DNS, DHCP, VLANs, subnetting, VPNs, routing, and packet-level diagnostics.

· Strong command of Microsoft 365 administration including Exchange Online, Azure AD, SharePoint, Teams, Intune, and Copilot licensing.

· Active Directory Administration including directory services, DNS, DHCP, Group Policy, and Azure AD Connect.

· Experience with Datt BCDR including backup health monitoring, restore procedures, and Microsoft Exchange backup troubleshooting.

· Familiarity with endpoint protection platforms (Bitdefender GravityZone) and endpoint privilege management (AutoElevate).

· Ability to manage multiple concurrent escalations and infrastructure changes while meeting SLA expectations.

· Exceptional troubleshooting, analytical thinking, and problem-solving skills across diverse customer environments.

· Strong written and verbal communication skills with both technical and non-technical audiences.

Required/Preferred Experience:

4-6 years of professional IT support experience with at least 2 years handling Tier 2 or Tier 3 escalations, preferably in a Managed Services Provider environment.

Required/Preferred Education:

Bachelor’s degree in an IT-related field, equivalent professional experience, or completion of a professional IT training program. Industry-recognized certifications in networking, security, endpoint management, or Microsoft 365 administration are strongly preferred (e.g., CompTIA Network+, Security+, Microsoft MS-102, AZ-104)

401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Life insurance Full-time, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Technology Group Solutions (TGS), founded in 2005, is a woman-minority owned business holding certifications in MBE/WBE/WOSB. TGS is a full-service IT Integrator with specialties in all aspects of today’s technology-centric business environments, from enterprise data center infrastructure and platforms to end-user devices. By leveraging strategic partnerships with all major technology manufacturers, complemented with in-house expertise to design, implement, and train on solutions, TGS serves its clients as a trusted advisor and strategic provider of comprehensive IT solutions that deliver tangible value.