Tier 3 Service Desk Technician

Phoenix Staff is seeking a Tier 3 Support Engineer to serve as the senior technical escalation resource within a service desk environment. This position is responsible for resolving highly complex incidents and service requests escalated from Tier 1 and Tier 2 support teams. The engineer will take ownership of escalations through resolution, conduct root-cause analysis to prevent repeat issues, create processes and documentation, support advanced technical initiatives across customer environments, and mentor junior technical staff., * Act as the highest-level service desk escalation resource for complex issues involving servers, networks, cloud platforms, virtualization, endpoints, firewalls, and security technologies.

• Manage escalated incidents from initial handoff through resolution, coordinating with internal technical teams and third-party vendors when necessary.
• Conduct root-cause analysis and problem-management activities to identify and permanently address recurring technical issues.
• Design, deploy, maintain, and troubleshoot Microsoft technologies, including Windows Server, Exchange, SQL Server, SharePoint, Microsoft 365, and Azure.
• Support VMware and Hyper-V virtualization environments.
• Configure and troubleshoot advanced networking and firewall environments, including WAN/LAN infrastructure, VPNs, and related security technologies.
• Implement, test, and support backup, disaster recovery, and business continuity solutions.
• Lead or provide senior technical support for migrations, upgrades, and other complex projects in coordination with project management and engineering teams.
• Develop and maintain technical documentation, runbooks, procedures, and knowledge base resources.
• Mentor Tier 1 and Tier 2 team members, review escalations, and provide technical coaching to strengthen overall service desk capabilities.
• Participate in change-management activities, including Change Advisory Board (CAB) processes.
• Serve as a senior escalation resource as part of an on-call rotation.
• Maintain strong escalation-resolution and first-time-fix performance while helping reduce recurring incidents through effective remediation.
• Complete required technical, security, and personally identifiable information (PII) training.
• Work primarily on-site, with occasional travel for complex customer-site technical work when required.
• Perform work that may include extended periods at a computer and occasional lifting or transportation of computers, networking equipment, and peripherals.

The ideal candidate brings extensive experience with networking, Microsoft server and cloud technologies, virtualization, security, and advanced troubleshooting, along with the communication skills needed to collaborate with internal teams, vendors, and customers., * 5+ years of professional IT support experience, including at least 2 years working at an advanced support or escalation level; managed service provider (MSP) experience is preferred.

• Advanced knowledge of Microsoft server and cloud technologies, networking, and virtualization.
• Strong troubleshooting capabilities across servers, networks, firewalls, cloud services, endpoints, and related infrastructure.
• Experience administering or supporting Windows Server, Microsoft 365, Azure, Exchange, SQL Server, and SharePoint environments.
• Hands-on experience with VMware and/or Hyper-V.
• Working knowledge of WAN/LAN infrastructure, VPN technologies, firewalls, and network security.
• PowerShell scripting and automation experience.
• Experience working with ConnectWise, IT Glue, and remote monitoring and management (RMM) platforms.
• Strong written and verbal communication skills with the ability to document technical solutions clearly.
• Demonstrated ability to mentor and support less-experienced technical team members.
• Ability to participate in a scheduled senior on-call rotation.
• CompTIA A+ and at least one applicable associate-level certification, such as Microsoft AZ-104 or AZ-801, CompTIA Network+, Cisco CCST/CCNA, SonicWall SNSA, Fortinet FCA, or VMware VCTA.
• Ability to maintain active technical certifications and complete required ongoing training.

Preferred Skills

• Previous experience supporting multiple customer environments within an MSP.
• Professional-level technical certification aligned with an applicable specialization, such as Microsoft AZ-305, CompTIA Security+, Cisco CCNA, or VMware VCP, or the ability to obtain an applicable professional-level certification within 12 months.
• ITIL 4 Foundation certification.
• Experience leading technical migrations, infrastructure upgrades, and other complex implementation projects.
• Familiarity with formal change-management and CAB processes.
• Strong problem-management and root-cause analysis skills.
• Experience creating technical runbooks and knowledge base documentation.
• A collaborative, mentorship-focused approach to developing Tier 1 and Tier 2 technical staff.