Tier 3 IT Support Technician

Tier 3 IT Support Technician ROLE SUMMARY ABOUT THE COMPANY Linear 1 Technologies is a Managed Service Provider based in central Ohio that serves clients across the region in VoIP telecommunications, fiber internet, IT network infrastructure, and cybersecurity. Unlike most MSPs, Linear 1 owns and operates its own telecom and fiber infrastructure, so the team handles everything from the network coming in all the way to the keyboard. The company has been operating for nearly 10 years and serves small and mid-market clients across professional services, medical, and manufacturing. The team is lean and collaborative, runs on EOS, and is focused on steady growth with a stable, tight-knit crew that supports one another. ABOUT THE ROLE Linear 1 is growing and needs an experienced Tier 3 IT Support Technician to take project and escalation load off the senior architect. The role is roughly 70% behind-the-scenes work (escalations, tickets, project work, and infrastructure across the company's data center footprint) and 30% client-facing (taking calls and communicating directly with clients when the team is at capacity). This is a strong opportunity for an IT professional who is already comfortable at the Tier 2 or Tier 3 level and wants to take real ownership, work with a broad range of enterprise technologies, and grow into more advanced technical responsibilities over time. This position is perfect for someone who: ✅ Takes ownership of a task from start to finish without needing to be chased ✅ Digs in and researches unfamiliar problems before escalating them ✅ Collaborative team player who supports others on a small team ✅ Connects the dots and thinks critically instead of just following a checklist ✅ Comfortable being on call and handling issues after hours when they come up ✅ Communicates clearly and professionally on the phone and in writing ROLE RESPONSIBILITIES Technical Support and Escalations Provide advanced technical support by phone and email Troubleshoot and resolve escalated hardware, software, telecom, and network issues Assist Tier 1 technicians with escalations and provide guidance when needed Research, test, and use available resources to resolve unfamiliar issues before escalating to other team members Communicate clearly with clients, providing updates, expectations, and technical guidance Systems and Microsoft 365 Administration MUST HAVE Exchange Online administration and troubleshooting Entra ID user, group, authentication, and sign-in troubleshooting MFA administration Licensing and mailbox administration Message tracing and basic mail-flow troubleshooting A working understanding of DNS records used by Microsoft 365, including MX, SPF, DKIM, DMARC, Autodiscover, and domain verification Understanding the difference between cloud-only and hybrid identities Safe administrative practices and awareness of the impact of changes NICE TO HAVE Advanced Purview, Defender, Intune, and compliance features Advanced Conditional Access design Tenant-to-tenant migrations and complex hybrid migrations Windows Server and Active Directory Administer and maintain Windows Server environments Manage Active Directory users, groups, permissions, replication, account lockouts, and domain-join issues Support DNS, DHCP, Group Policy, file shares, NTFS permissions, and print services Troubleshoot Remote Desktop Services and escalated Windows 10 and 11 workstation issues Troubleshoot server services, event logs, storage, and performance, plus basic SQL and line-of-business application connectivity Network and Infrastructure Troubleshooting Diagnose and resolve enterprise routing issues, including BGP on edge routers Troubleshoot the health and performance of critical client VM environments hosted in Linear's local data center Support end-to-end fiber network delivery, tracing connectivity from the customer suite to the demarc, edge router, data center, and head-end routers (Arista 7280) Work across enterprise firewalls, switches, VPNs, VLANs, routing, NAT, and wireless deployments Implement existing network standards and designs, growing into architecture and solution design as ability is demonstrated Ticketing and Documentation Monitor and manage alerts and support queues through the internal HubSpot ticketing system Document actions taken in tickets to support billing, reporting, and service quality Maintain a clean, organized, and professional approach to support and documentation Project and Team Collaboration Participate in small to mid-sized IT projects and support senior engineers on larger deployments Coordinate with vendors and third-party providers when necessary Identify and communicate opportunities for process or technical improvement Learn and apply new technologies in a fast-paced MSP environment On-Call and After-Hours Coverage* Handle certain work after hours when it would otherwise disrupt client operations Participate in an after-hours on-call rotation shared by all technology team members once up to speed Respond to urgent client issues within the service levels Linear 1 commits to * Note: Employees will join the on-call rotation once they have demonstrated the capability and readiness to handle on-call responsibilities independently. On-call coverage will generally occur every three weeks, as needed. Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business. ROLE QUALIFICATIONS REQUIRED QUALIFICATIONS 3 or more years of progressively responsible IT support experience, including significant experience independently performing Tier 2 or Tier 3 support 1 or more years working in a Managed Service Provider (MSP) environment, or another role supporting multiple independent client organizations at the same time Strong understanding of Microsoft 365 administration, including advanced configuration and troubleshooting Experience working in environments with Windows Server and Active Directory Working knowledge of Windows 10 and 11 at the administrative level Strong networking knowledge, including TCP/IP, routing, switching, and firewall concepts Strong problem-solving skills with the ability to independently research and resolve unfamiliar technical issues Strong interpersonal, customer service, and documentation skills Ability to manage multiple priorities and work independently Willingness to be on call and work after hours as part of a shared rotation Must have own webcam, microphone, and computer (relevant software and subscriptions provided). Excellent English verbal and written language proficiency (C1-C2 in CEFR Scale). Access to a quiet work area at home with reliable internet (100 Mbps or more). PREFERRED ("NICE-TO-HAVE") QUALIFICATIONS Experience with firewall technologies such as Arista, Meraki, or MikroTik Understanding of DNS services and related technologies Certifications such as A+, Network+, Security+, or Microsoft certifications Layer 2 and 3 networking knowledge, including BGP, OSPF, EIGRP, MPLS, VXLAN, and data center fabrics Experience supporting clients in a telecom or fiber environment ROLE SPECIFICATIONS Base Salary: Q22,000 base salary. Role type: Full-time. Location: Guatemala (Remote - Work from home). Schedule: Monday to Friday 8:00 - 5:00 PM ET (Subject to Daylight Saving changes) RECRUITING PROCESS Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward. Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work. Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company. Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role. CONTACT US If you have any questions or run into any complications while submitting your application, please reach out to: [email protected] +502 5539 4822 Department Operations Locations Guatemala City Remote status Fully Remote Monthly salary GTQ22,000 Employment type Full-time