Service Technician Tier 3

Key Responsibilities

• Own resolution of high-impact or high-risk service issues, ensuring problems are fully resolved or directed appropriately with clear accountability for client impact and outcome
• Own root cause analysis for escalated and complex issues, ensuring underlying failures are identified, documented, and addressed to prevent recurrence
• Own technical standards enforcement at the execution level, ensuring solutions align with defined architectures, best practices, and client commitments
• Act as the technical authority during escalations, providing direction, decision-making, and validation for complex or cross-system issues
• Coordinate with service leadership during high-impact incidents, ensuring technical actions, risks, and decisions are clearly communicated
• Identify systemic issues, patterns, or design gaps that lead to repeat failures and ensure they are escalated and driven toward permanent resolution
• Contribute to service improvement by refining technical approaches, standards, and implementation methods
• Resolve high-risk and high-impact issues across server, network, security, and cloud environments
• Support server infrastructure and virtualization including Hyper-V, VMware, performance, and hardware failures
• Support networking and security configurations including firewalls, routing, segmentation, and advanced VPN design
• Support security operations including SIEM, XDR/MDR, threat response, and vulnerability management
• Lead incident response efforts and provide direction during security or service-impacting events
• Support backup and disaster recovery solutions including configuration, recovery execution, and validation
  
  Support cloud architecture decisions including tenant-level configuration, identity, and access design
• Monitor and respond to system-wide alerts, capacity risks, and environmental issues across infrastructure
• Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours
• Own basic low-voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

• Advanced proficiency across Tier 1, Tier 2, and Tier 3 technical scopes
• Expert-level troubleshooting across systems, services, and multi-environment interactions
• Strong understanding of server infrastructure, virtualization, and enterprise systems
• Strong understanding of networking, security, and infrastructure design principles
• Working knowledge of Microsoft 365, Azure, and identity architecture
• Ability to lead root cause analysis and resolution across complex issues
• Ability to enforce technical standards and validate solution alignment
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences

• 5+ years of experience in IT support, engineering, or MSP environment
• Proven experience handling escalations and resolving complex, high-impact issues
• Strong experience with server infrastructure, virtualization, and networking
• Strong understanding of Microsoft 365, Azure, and identity management
• Experience supporting multi-client or multi-environment infrastructure
• Strong problem-solving and analytical skills with ability to lead investigations
• Ability to manage high-priority work, coordinate efforts, and maintain service continuity under pressure
• Valid driver’s license and access to a reliable vehicle for client onsite support and travel

• Experience working in a managed services (MSP) environment at a Tier 3 or senior level
• Industry certifications such as Microsoft, VMware, Cisco, or security-focused certifications (Security+, CISSP, etc.)
• Experience designing or contributing to infrastructure, cloud, or security architecture
• Experience with RMM, PSA, monitoring, and alerting platforms at scale
• Bachelor’s degree in Information Technology or equivalent advanced experience
• Demonstrated ability to lead technical initiatives, mentor technicians, and drive service improvement

• We offer a comprehensive benefits package designed to support your health, financial well‑being, and work-life balance. Benefits include medical, dental, and vision coverage, paid time off, and retirement savings options. Employees may also be eligible for additional compensation, such as bonuses or incentive-based pay, depending on the role.