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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 3 Helpdesk Engineer (MSP) - **Company:** The Technology - **Location:** Lenexa, KS, United States - **Experience:** Experienced - **Salary:** $50,541.0 - $60,867.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Application Firewall, Microsoft Online Services, Configuration Management, Complex Networks, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Microsoft Exchange Server, Hyper-V, Subnetting, Virtual Private Networks (VPN), Windows Servers, Routing, Network Segmentation, Azure Active Directory, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Virtual Machines, VMware Virtualization, Network Routers, Microsoft InTune, 3-tier Architectures, Vmware - **Published:** August 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=bb5fc3cf3c495d9c ## About the Role · 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) ## Description 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. ## Related Videos - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Azure-Well Architected Framework - designing mission critical workloads in practice](https://www.wearedevelopers.com/videos/1529-azure-well-architected-framework-designing-mission-critical-workloads-in-practice) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)