Tier 3 Helpdesk Support Technician

SUMMARY

We are seeking a highly skilled,
client -focused Tier III Support Technician (Escalations Engineer) to join our
Managed Services team. This role is responsible for resolving complex technical
issues escalated from Tier I, supporting diverse client environments, and
contributing to both reactive support and proactive system improvement. The
role will act as a technical bridge between frontline support and advanced
engineering, ensuring system stability, security, and performance across client
environments.

JOB RESPONSIBILITIES

• Advanced Technical Support &
  Escalations
  
• Diagnose and resolve complex issues across:
  
• Servers, networks, and cloud environments
  
• Active Directory, Group Policy, and
  identity systems
  
• Exchange / Microsoft 365 email and
  permissions
  
• Firewall, VPN, and network connectivity
  
• Troubleshoot virtualization platforms
  (VMware, Hyper -V)
  
• Resolve backup failures and perform
  recovery operations
  
• Infrastructure & System Management
  
• Configure and maintain:
  
• Firewalls, switches, VPNs
  
• Windows Server environments
  
• Azure / Microsoft 365 tenants
  
• Monitor RMM dashboards and respond to
  alerts
  
• Ensure backup integrity and business
  continuity
  
• Security & Compliance
  
• Perform cybersecurity checks and
  remediation (phishing, malware)
  
• Support endpoint security and email
  filtering platforms
  
• Assist with compliance and risk mitigation
  efforts
  
• Project & Client Engagement
  
• Execute mid -level technical projects
  (migrations, upgrades, on -boardings, etc.)
  
• Participate in client discovery and
  environment assessments
  
• Recommend improvements aligned to client
  business needs
  
• Team Support & Mentorship
  
• Provide escalation support to Tier I
  technicians
  
• Mentor junior team members and improve
  technical capability
  
• Collaborate with Tier III engineers on
  complex initiatives
  
• Documentation & Process Discipline
  
• Maintain accurate, high -quality
  documentation (≥95% standard)
  
• Document all tickets, resolutions, and
  system changes
  
• Follow and improve standardized service
  workflows
  
• Operational Support
  
• Participate in on -call rotation.
  
• Provide occasional after -hours and
  emergency support
  
• Coordinate with vendors for escalated
  issues
  

QUALIFICATIONS

• Minimum of 4 years
  Tier III experience in an MSP environment (REQUIRED)
  
• Multi -industry client
  support experience
  
• Experience supporting
  small to mid -sized business environments
  
• Technical Expertise
  
• Windows Server, Active Directory, Group Policy
  
• Microsoft 365 (Exchange, Teams, SharePoint,
  OneDrive)
  
• Networking (DNS, DHCP, TCP/IP, VPNs,
  firewalls)
  
• Virtualization (VMware, Hyper -V)
  
• Backup & Disaster Recovery solutions
  
• Azure / Entra ID (basic to intermediate)
  
• Endpoint security / EDR tools
  
• Email filtering platforms (e.g., Barracuda)
  
• Tools & Platforms
  
• ConnectWise Manage (REQUIRED)
  
• IT Glue (REQUIRED)
  
• RMM tools (Datto RMM preferred)
  
• Remote access and diagnostic tools
  
• Automation & Scripting
  
• PowerShell (preferred)
  
• Basic scripting (Bash/Python is a plus)
  
• Soft Skills
  
• Strong troubleshooting and analytical
  thinking
  
• Excellent communication with non -technical
  users
  
• High ownership mindset (“Extreme
  Ownership”)
  
• Ability to prioritize and manage multiple
  tasks
  
• Strong documentation discipline
  
• Ability to create topology diagrams.
  

JOB REQUIREMENTS

• Should be willing to
  accept a long -term work -from -home arrangement.
  
• Should be amenable to
  a permanent night shift schedule.