As a Tier 3 Support Engineer, you'll be the technical backbone of our service desk — resolving escalated tickets, mentoring Tier 1 and 2 technicians, and working directly with clients to solve complex system, infrastructure, and networking issues. You'll split your time between remote troubleshooting, on-site client visits, and project work, playing a key role in keeping clients' environments secure, stable, and running smoothly. Responsibilities: Serve as the escalation point for Tier 1 and 2 technicians on complex tickets involving servers, networks, and end-user systems Diagnose and resolve issues across Windows Server, Active Directory, Azure AD/Entra ID, Microsoft 365, and virtualization platforms (Hyper-V/VMware) Manage and troubleshoot network infrastructure including firewalls, switches, VPNs, and Wi-Fi (e.g., Cisco, Ubiquiti, Meraki) Support and maintain backup/disaster recovery solutions, and participate in DR testing Administer and troubleshoot cloud environments (Azure, AWS) and hybrid infrastructure Perform patch management, security hardening, and endpoint protection oversight across client environments Document solutions, standard operating procedures, and network diagrams in our PSA/RMM and knowledge base Participate in client onboarding, infrastructure assessments, and technology roadmap planning Assist with project work such as server migrations, M365 tenant migrations, and network upgrades Provide occasional after-hours/on-call support on a rotating basis Mentor and train junior technicians, helping build team-wide technical capability Qualifications: 5+ years of experience in an MSP or IT support environment, with demonstrated Tier 2/3 responsibilities Strong knowledge of Windows Server administration, Active Directory, DNS/DHCP, and Group Policy Hands-on experience with Microsoft 365 / Azure AD administration Solid understanding of networking fundamentals (TCP/IP, VLANs, routing, VPNs, firewalls) Experience with RMM and PSA tools (e.g., ConnectWise, Axcient, NinjaOne, Kaseya) a plus Familiarity with virtualization technologies (Hyper-V, VMware) and cloud platforms (Azure, AWS) Working knowledge of backup and business continuity solutions (Axcient, Veeam, etc.) Excellent troubleshooting, documentation, and communication skills Comfortable working directly with clients, including non-technical stakeholders Relevant certifications preferred (e.g., CompTIA Network+/Security+, Microsoft MS-102, Azure Administrator, CCNA) Valid driver's license and reliable transportation for occasional on-site client visits Compensation: $70,000 - $90,000 yearly

• Serve as the escalation point for Tier 1 and 2 technicians on complex tickets involving servers, networks, and end-user systems • Diagnose and resolve issues across Windows Server, Active Directory, Azure AD/Entra ID, Microsoft 365, and virtualization platforms (Hyper-V/VMware) • Manage and troubleshoot network infrastructure including firewalls, switches, VPNs, and Wi-Fi (e.g., Cisco, Ubiquiti, Meraki) • Support and maintain backup/disaster recovery solutions, and participate in DR testing • Administer and troubleshoot cloud environments (Azure, AWS) and hybrid infrastructure • Perform patch management, security hardening, and endpoint protection oversight across client environments • Document solutions, standard operating procedures, and network diagrams in our PSA/RMM and knowledge base • Participate in client onboarding, infrastructure assessments, and technology roadmap planning • Assist with project work such as server migrations, M365 tenant migrations, and network upgrades • Provide occasional after-hours/on-call support on a rotating basis • Mentor and train junior technicians, helping build team-wide technical capability