Tier 3 IT Support Technician

Bedrock Technology is a fast-growing managed services provider and IT consultancy committed to excellence, professional growth, and delivering exceptional service to our clients. We’re looking for a sharp, self-driven Tier 3 IT Support Technician to join our IT team. This is a senior-level hands-on role for someone who thrives on solving the problems no one else can crack - from complex infrastructure failures to deep-dive application troubleshooting. You’ll be the last line of defense before issues escalate to vendors or developers, and a go-to resource for Tier 1 and Tier 2 colleagues.

This is an on-site position located in the Scranton, PA area. The successful candidate must report to the office in person daily.

What You’ll Do

• Own escalated incidents - Resolve complex technical issues escalated from Tier 1/2 that require deep system-level investigation and root cause analysis
• Administer core infrastructure - Manage and maintain servers (Windows/Linux), Active Directory, DNS, DHCP, Group Policy, and virtualization platforms (VMware/Hyper-V)
• Support network operations - Troubleshoot LAN/WAN, VPN, firewall rules, switching, and routing issues in coordination with the network team
• Manage cloud environments - Administer and troubleshoot Microsoft 365, Azure AD, Entra ID, and hybrid identity configurations
• Lead incident response - Act as technical lead during major outages, coordinating resolution and communicating status to stakeholders
• Develop documentation - Write and maintain runbooks, KB articles, and SOPs to improve team efficiency and reduce repeat escalations
• Mentor junior staff - Provide guidance and training to Tier 1/2 technicians to help build team capability
• Liaise with vendors - Manage escalations and coordinate with third-party vendors and software support teams
• Drive continuous improvement - Identify recurring issues and work proactively to eliminate them through automation, process changes, or infrastructure improvements

Do you have experience in Windows support?, * 5+ years of progressive IT support experience, with at least 2 years in a Tier 3 or senior systems role

• Deep expertise in Windows Server (2016/2019/2022) administration and troubleshooting
• Strong knowledge of Active Directory, Group Policy, DNS, and DHCP
• Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune, EntraID)
• Proficiency in PowerShell scripting for automation and administration
• Solid networking fundamentals - TCP/IP, VLANs, routing protocols, VPN technologies
• Experience with VMware vSphere or Hyper-V virtualization
• Ability to independently manage and prioritize a complex, varied workload

Preferred:

• Experience with Azure or other cloud platforms (AWS, GCP)
• Familiarity with SIEM tools, endpoint security, and EDR platforms
• Knowledge of ITIL frameworks and service management best practices
• Experience with backup and disaster recovery solutions (Veeam, Datto, etc.)
• Scripting beyond PowerShell - Python, Bash, or similar

Certifications (any of the following are a plus):

• Microsoft Certified: Azure Administrator (AZ-104)
• CompTIA Security+ / Network+
• MCSA / MCSE
• VMware VCP
• ITIL Foundation

Who You Are

• A natural problem-solver who digs deep rather than settling for surface-level fixes
• Calm under pressure - you’ve worked major incidents and know how to lead, not just react
• A clear communicator who can translate complex technical issues for non-technical stakeholders
• Someone who takes ownership seriously and sees an issue through to resolution
• Collaborative and willing to share knowledge - you make the whole team better

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, * Competitive salary commensurate with experience
• Comprehensive health, dental, and vision benefits
• 401(k) with company match
• Generous PTO and paid holidays
• Professional development budget and certification reimbursement
• Flexible/hybrid work options
• A collaborative team that values your expertise

Pay: $65,000.00 - $85,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance