Tier 3 Engineer

About the role

The Tier 3 Engineer is a senior technical resource within our service delivery organization. This role resolves complex escalations, supports high-impact customer environments, improves technical standards, and helps the business scale through stronger documentation, automation, monitoring, and operational consistency. This is a well-rounded engineering role, not a narrow specialty seat. We are looking for someone who can troubleshoot broadly, lead confidently when things break, and turn repeat issues into cleaner standards and better execution.

What you'll do

• Provide advanced technical support for escalated issues from Tier 1 and Tier 2 teams across multiple customer environments.
• Diagnose and resolve complex issues involving endpoints, servers, networking, firewalls, Microsoft 365, identity, backup, virtualization, cloud platforms, and security tooling.
• Lead technical troubleshooting during customer-impacting incidents, including internal coordination, technical direction, and clear customer communication.
• Perform systems administration, maintenance, remediation, and operational support across managed customer environments, using monitoring and observability platforms to improve visibility, troubleshoot performance issues, and strengthen operational awareness.
• Support project execution as needed, including onboarding, migrations, cutovers, infrastructure changes, post-deployment stabilization, and clean handoff into managed services through validated documentation, monitoring coverage, tooling, and support readiness.
• Identify root causes of repeat issues and implement long-term fixes through standards, alert tuning, documentation, automation, process improvement, and the development of runbooks, procedures, checklists, and technical standards that improve repeatability and reduce escalation volume.
• Collaborate across Support, Network, Security, and Professional Services teams to maintain high service quality and consistent outcomes.
• Participate in on-call and after-hours escalation support as required.
• Stay current on practical technology improvements and recommend changes that improve reliability, security, and scalability.Describe the specific responsibilities and job functions of the role.
• Windows Server administration; Active Directory and Entra ID fundamentals; Microsoft 365 administration and troubleshooting.
• Endpoint operating systems and hardware troubleshooting.
• Virtualization platforms such as Hyper-V and VMware.
• Backup and disaster recovery operations.
• General systems administration across multi-customer environments.Describe the experience and attributes of the ideal candidate
• TCP/IP, DNS, DHCP, routing, VLANs, and VPN fundamentals.
• Firewall troubleshooting, policy review, and rule validation.
• Network monitoring and observability fundamentals.
• Endpoint protection, alert triage, and security best practices, including MFA, identity protection, and access control fundamentals.
• RMM platforms for monitoring, alerting, patching, scripting, and automation; EDR/MDR tools for deployment health, exclusions, alert triage, and remediation workflows; backup and BDR platforms for job monitoring, alert handling, and restore validation.
• Network monitoring platforms such as Auvik, CheckMK, or equivalent; documentation systems, runbooks, and technical standards; and PowerShell or similar scripting and automation experience strongly preferred.

Qualifications

• 5+ years of experience in IT engineering, infrastructure support, or MSP operations.
• Strong experience in advanced troubleshooting and systems administration.
• Experience working in an MSP or other multi-client service environment preferred.
• Strong knowledge of networking, server systems, Microsoft platforms, security practices, and operational support.
• Experience with Azure, AWS, or other cloud platforms preferred.
• Relevant certifications such as Microsoft, CompTIA, Fortinet, CCNA, VMware, or cloud certifications are a plus.
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, but not required with strong practical experience.
• Strong troubleshooting and root cause analysis skills with broad technical capability across multiple infrastructure domains.
• Strong written and verbal communication skills and the ability to work independently while collaborating effectively with other teams.
• Ability to prioritize and manage competing demands in a fast-paced MSP environment.
• High accountability and ownership mentality, strong documentation habits, and process-minded thinking.
• Ability to mentor others and improve team performance through knowledge sharing.
• Low ego, strong judgment, and a practical approach to getting things done.