Tier 3 Helpdesk Technician (MSP)

Job Description This is a remote position. Overview We are seeking an experienced Tier 3 Support Engineer to join our MSP team. This role is responsible for handling high-level escalations, complex infrastructure issues, advanced troubleshooting, and technical leadership within client environments. The ideal candidate has deep technical knowledge across systems, networking, cloud platforms, and security, along with strong communication and documentation skills. Key Responsibilities Troubleshoot and resolve complex escalated technical issues across multiple client environments Serve as the highest level of escalation for Tier 1 and Tier 2 technicians Support and maintain Windows Server environments, virtualization platforms, networking infrastructure, and Microsoft 365 environments Manage and troubleshoot firewalls, VPNs, switching, routing, wireless infrastructure, and cloud services Perform advanced administration for Active Directory, Group Policy, Azure AD/Entra ID, and Microsoft 365 Assist with infrastructure projects, migrations, and system upgrades Develop and maintain technical documentation, SOPs, and environment standards Work closely with clients on technical planning, issue resolution, and best practices Participate in root cause analysis and long-term problem resolution Mentor junior technicians and assist in improving team processes and technical standards Required Skills & Experience 5+ years of IT experience, preferably within an MSP environment Advanced troubleshooting skills across infrastructure, networking, and cloud platforms Strong experience with Microsoft 365, Azure/Entra ID, and Windows Server environments Experience with virtualization platforms such as VMware and Hyper-V Strong networking knowledge including VLANs, VPNs, firewalls, DNS, DHCP, and routing/switching Experience with PSA and RMM tools in an MSP environment Ability to work independently and manage critical escalations Strong written and verbal communication skills Primary Required Skills Infrastructure Troubleshooting Microsoft 365 / Azure Administration Secondary Skills Windows Server Active Directory VMware / Hyper-V Networking Firewalls & VPNs PowerShell PSA & RMM Tools Documentation Nice to Have Experience with cybersecurity frameworks and remediation Experience supporting compliance-driven environments (HIPAA, SOC 2, PCI, etc.) Experience with backup and disaster recovery solutions Familiarity with cloud platforms and migrations Microsoft, VMware, Cisco, or security-related certifications Key Traits Strong ownership mentality Calm under pressure during outages and escalations Client-focused with strong communication skills Process and documentation oriented Mentorship mindset and leadership capabilities Working Conditions Fast-paced MSP environment supporting multiple client infrastructures Fully remote position May require participation in after-hours support, maintenance windows, or on-call rotations depending on client needs Requirements Remote Work Requirements All our positions are fully remote (work from home). To ensure smooth operations, performance, and compliance with our standards, all team members must meet the following requirements: Internet & Power Backup Minimum 100 Mbps fiber internet connection Battery backup/power solution for your internet connection to prevent downtime during outages Device & Hardware Bring Your Own Device (BYOD) with battery backup Noise-cancelling headset for clear communication on calls and meetings Minimum Device Specifications Intel i5 processor or higher 8–16+ GB RAM Less than 5 years old Device must be dedicated solely to work purposes (no personal use permitted) to ensure cybersecurity compliance