Tier 3 Helpdesk Support Technician

This is a remote position.

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.