Job Title: Tier 3 IT Engineer 
Department: Managed Service Provider (MSP) Division 
Reports To: President
Job Overview: 
The Tier 3 IT Engineer is a senior-level technical role responsible for advanced troubleshooting, complex system implementation, and providing high-level support to clients. This role requires deep technical expertise, exceptional problem-solving skills, and the ability to handle challenging technical situations with professionalism and precision. Additionally, this role has a strong emphasis on IT security, ensuring that client systems are secure, compliant, and resilient against threats. The successful candidate must also have strong project management skills, including the ability to manage multiple projects concurrently.

Key Responsibilities:

• Provide expert-level troubleshooting and technical support for escalated client issues involving complex IT infrastructures, networking, and systems.
  

• Analyze, diagnose, and resolve system and network issues, minimizing downtime and maintaining client satisfaction.

• Serve as an escalation point for Tier 1 and Tier 2 technicians, mentoring and guiding team members through challenging scenarios.

• Implement, manage, and optimize advanced IT systems including servers, virtualization environments, cloud infrastructures, network equipment, and security protocols.

• Design, implement, and maintain advanced cybersecurity solutions, including firewalls, intrusion detection/prevention systems (IDS/IPS), endpoint protection, and vulnerability management.

• Develop and maintain detailed documentation of processes, procedures, configurations, and technical standards.

• Perform regular system and network audits to ensure compliance with security standards, industry best practices, and client-specific requirements.

• Conduct cybersecurity assessments and penetration testing to proactively identify vulnerabilities and mitigate risks.

• Collaborate with sales and project management teams to design and implement comprehensive technology and cybersecurity solutions aligned with client needs.

• Stay current with evolving technology trends, proactively recommending improvements and innovations to enhance service delivery and security posture.
  

• Assist in the creation and updating of internal technical processes and contribute to continuous improvement initiatives within the MSP division.

• Manage multiple projects simultaneously, ensuring timely completion and adherence to budgets and specifications.

Technical Skills and Qualifications:

• Extensive knowledge and experience with advanced troubleshooting and configuration of network infrastructure, including switches, routers, firewalls, VPN, and wireless systems.

• Expert-level understanding of Microsoft server environments, Active Directory, Exchange, and Office 365.

• Proven experience in managing and optimizing virtualization platforms (VMware, Hyper-V).

• Solid knowledge of cloud platforms (Azure, AWS, or Google Cloud).

• Advanced understanding of cybersecurity principles, tools, and best practices, including threat analysis, security frameworks, and compliance requirements.

• Strong experience with ConnectWise Manage or similar Professional Services Automation (PSA) systems.

• Demonstrated ability to effectively manage and lead multiple IT projects, maintaining clear project plans, milestones, and deliverables.

Soft Skills:

• Strong problem-solving and analytical capabilities.

• Excellent written and verbal communication skills.

• Ability to mentor and guide team members effectively.

• High attention to detail and commitment to quality outcomes.

• Strong organizational skills with the ability to handle multiple complex tasks simultaneously.

Educational and Experience Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

• 5+ years of experience in a technical support role, with at least 2 years in a senior or Tier 3 capacity.

• Industry certifications such as CCNA/CCNP, MCSE, VMware Certified Professional, CISSP, CEH, Security+, or similar are strongly preferred.
  

Working Conditions:

• Position requires availability for occasional after-hours and weekend work, as needed for client emergencies and projects.

• May require travel to client locations for on-site support and installations.

Commitment to Excellence: 
The Tier 3 IT Engineer role is pivotal in maintaining client trust and satisfaction. The successful candidate must exemplify the highest standards of professionalism, technical expertise, customer service—particularly in cybersecurity matters—and project management proficiency.