Senior Support Engineer (Tier 3)

We are seeking an experienced Tier 3 Support Engineer to join our growing Managed IT Services team. This is not a traditional help desk escalation position. We are looking for a senior technical professional who thrives on solving complex problems, leading technical initiatives, and taking ownership of client environments.

In this role, you will serve as the highest level of technical escalation while helping shape infrastructure standards, security practices, documentation, and project delivery across a diverse client base. You’ll work with Microsoft 365, Windows Server, networking, virtualization, cybersecurity, and cloud technologies while having the autonomy to recommend and implement meaningful improvements.

If you’re looking for a position where your expertise is trusted, your input is valued, and your work has a direct impact on client success, we’d like to talk with you., Technical Escalations & Leadership

• Act as the primary escalation point for Tier 1 and Tier 2 technicians.
• Own complex technical issues from initial diagnosis through final resolution.
• Provide mentorship and technical guidance to junior engineers.
• Assist in developing best practices and improving team efficiency.

Network & Infrastructure Management

• Design, deploy, maintain, and troubleshoot client network environments.
• Support firewalls, switches, wireless networks, VPNs, and LAN/WAN infrastructure.
• Lead hardware refreshes, network upgrades, and infrastructure modernization projects.
• Evaluate client environments and recommend practical improvements.

Server & Virtualization Administration

• Manage Windows Server environments including:
• Active Directory
• DNS
• DHCP
• Group Policy
• File Services
• DFS
• PKI
• Support and maintain virtualization platforms including VMware and XCP-ng.

Microsoft 365 & Security

• Administer Microsoft 365 environments including:
• Exchange Online
• SharePoint
• Teams
• Intune
• Entra ID
• Implement and manage security controls such as:
• Conditional Access
• Multi-Factor Authentication
• Identity Protection
• Endpoint Management
• Support firewall and cybersecurity solutions across client environments.

Backup, Recovery & Business Continuity

• Manage backup and disaster recovery solutions.
• Perform regular recovery testing and validation.
• Help clients improve uptime, resilience, and operational reliability.

Documentation & Client Communication

• Create and maintain accurate technical documentation.
• Develop standards that improve consistency and service quality.
• Communicate technical issues and recommendations clearly to clients and stakeholders.
• Build trusted relationships through professionalism and accountability.

On-Call Support

• Participate in a shared on-call rotation to support client needs outside standard business hours.

Why Join Us?

Meaningful Technical Ownership

You’ll lead impactful projects involving infrastructure modernization, Microsoft 365 migrations, securityimprovements, network redesigns, and the remediation of inherited environments.

Autonomy and Trust

We hire professionals and empower them to make informed decisions. You’ll have the freedom toevaluate challenges, recommend solutions, and see projects through to completion withoutmicromanagement.

Influence and Growth

Your ideas will directly contribute to improving client environments, internal processes, technicalstandards, security practices, and service delivery.

Diverse Technical Challenges

No two days are the same. You’ll work across a wide range of technologies and industries whilecontinuously expanding your technical expertise.

Do you have a valid Driver’s License license?, Do you have experience in Windows?, * 5+ years of experience in a Managed Service Provider (MSP) or enterprise IT environment.

• Experience serving as a senior escalation resource for complex technical issues.
• Strong networking knowledge including:
• TCP/IP
• VLANs
• Routing & Switching
• Wireless Networking
• Advanced Troubleshooting
• Experience administering Windows Server 2016, 2019, and 2022.
• Strong knowledge of Active Directory, DNS, DHCP, Group Policy, and file services.
• Experience managing Microsoft 365 tenants, licensing, identity, and security.
• Proven ability to independently plan and execute infrastructure projects.
• Strong documentation, communication, and customer service skills.
• Valid driver’s license and reliable transportation.

Preferred Qualifications

• Experience with Ubiquiti UniFi networking solutions.
• Familiarity with MSP tools, ticketing systems, RMM platforms, and documentation systems.
• Experience with Azure, Microsoft Entra ID, Intune, Endpoint Management, and ConditionalAccess.
• Proven success improving inherited or poorly documented environments.
• Experience with cybersecurity best practices and security hardening initiatives., * Drivers License (Preferred)

$55,000 - $60,000 a year - Full-time, Pulled from the full job description

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

We are a client-focused Managed IT Services Provider committed to delivering reliable technology solutions, exceptional service, and long-term partnerships. We value accountability, technical excellence, clear communication, and continuous improvement.