Tier 3 Technician

Position Summary:
The Tier 3 Technical Technician serves as the highest level of escalation within the service desk technical support structure, responsible for diagnosing and resolving complex infrastructure, system, and application issues. This role combines deep technical expertise with client-facing responsibilities, including a once weekly onsite support at a designated client location. The technician will act as a subject matter expert, mentor lower-tier support staff, and contribute to continuous improvement of IT operations.

Key Responsibilities:

• Serve as the final escalation point for Tier 1 and Tier 2 support teams, resolving advanced technical issues across systems, networks, and applications

• Perform root cause analysis on recurring incidents and implement long-term solutions

• Provide onsite technical support at client location one day per week, including troubleshooting, maintenance, and relationship management

• Implement, and maintain IT infrastructure components such as servers, networking equipment, and cloud environments

• Collaborate with internal teams and client stakeholders to plan and execute IT projects and upgrades

• Maintain detailed documentation for systems, processes, and issue resolutions

• Monitor system performance and proactively address potential risks or inefficiencies

• Assist in developing and enforcing IT standards, policies, and best practices

• Mentor and provide guidance to Tier 1 and Tier 2 technicians

• Participate in on-call rotation as needed for critical incident response

Required Qualifications:

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

• Strong expertise in Windows Server, Active Directory, and Microsoft 365 environments

• Advanced knowledge of networking concepts (DNS, DHCP, VLANs, VPNs, firewalls)

• Experience with virtualization platforms (e.g., VMware, Hyper-V)

• Familiarity with cloud platforms such as Azure

• Proven ability to troubleshoot complex technical issues across multiple systems

• Strong documentation and communication skills

Preferred Qualifications:

• Industry certifications such as Microsoft (MCSE), Cisco (CCNA/CCNP), or CompTIA (Security+, Network+)

• Experience working in a Managed Service Provider (MSP) environment

• Scripting or automation experience (PowerShell preferred)

• Exposure to cybersecurity tools and best practices

Soft Skills:

• Strong problem-solving and analytical thinking

• Ability to communicate technical concepts to non-technical stakeholders

• High level of accountability and ownership

• Customer-focused mindset with strong interpersonal skills

• Ability to manage multiple priorities in a fast-paced environment

Work Environment:

• Hybrid role with one scheduled onsite day per week at client location

• Remaining work performed remotely

• Occasional after-hours or weekend work may be required for maintenance or critical incidents