Tier 3 IT Engineer

Tier 3 IT Engineer

Work Hours:

Monday to Friday, 9 am to 5:00 PM EST

Pay Range:
Up to $5,000/month target initially (varies based on skill set and experience level)

Location of Search:
Eastern Europe, Latin America, or Philippines

Work Location:

Remote

We are a managed service provider (MSP) supporting small to mid-sized business clients, ranging from roughly 10 to 170 employees. We provide high-touch, white-glove IT support and expect the same level of professionalism from every team member. Our service model is technical, responsive, and customer-focused — we aim to deliver a premium experience, not commodity IT support.

Role Overview

We are looking for a highly experienced, technically advanced IT professional to take on the responsibilities of a senior/tier 3 engineer. This person will help relieve the owner from day-to-day technical work, own complex infrastructure support, and provide guidance to lower-level technicians.

This role is ideal for someone who is both deeply technical and highly polished in client communication. The right candidate should be able to work independently, resolve advanced issues, and communicate with confidence and clarity to customers and internal staff.

Assume end-to-end ownership and resolution of Tier 1, Tier 2, and Tier 3 support tickets.

Diagnose and resolve advanced infrastructure, networking, security, server, and cloud-related problems.

Take full ownership of technical issues from initial investigation through resolution.

Perform root-cause analysis rather than relying solely on temporary fixes.

Troubleshoot issues across multiple client environments and technology stacks.

Identify recurring technical problems and recommend permanent solutions.

Provide technical guidance to junior engineers and support personnel when necessary.

Administer and troubleshoot Microsoft 365 environments.

Manage users, permissions, licensing, security settings, and configurations.

Support Microsoft Exchange Online and related cloud services.

Configure and troubleshoot SharePoint environments.

Manage identity and access configurations.

Troubleshoot authentication, permissions, synchronization, and connectivity issues.

Implement Microsoft 365 security and administration best practices.

Administer and troubleshoot Windows Server environments.

Manage Active Directory users, groups, permissions, policies, and organizational structures.

Configure and troubleshoot Group Policy.

Diagnose domain, authentication, DNS, DHCP, and related infrastructure issues.

Support server migrations, upgrades, and infrastructure changes.

Maintain secure and reliable Windows-based environments.

Troubleshoot complex LAN, WAN, VPN, firewall, and connectivity issues.

Configure and support Ubiquiti networking environments.

Administer and troubleshoot Netgate/pf Sense firewall environments.

Diagnose network performance and reliability issues.

Configure routing, switching, VLANs, wireless networks, and network security policies.

Identify infrastructure vulnerabilities and recommend improvements.

Support remote and multi-site client environments.

Support and manage endpoint detection and response (EDR) solutions.

Investigate security alerts and potential endpoint threats.

Implement security controls and cybersecurity best practices across client environments.

Assist with remediation of vulnerabilities and security incidents.

Help clients maintain secure and compliant technology environments.

Apply least-privilege, access-control, patching, and endpoint-security principles.

Identify potential security risks before they develop into larger…