Tier 3 IT Engineer - 20999

• Remote

• Full-time

• Monday–Friday

• U.S. Central Time business hours

Our client is a managed IT services provider helping businesses remain secure, compliant, and operational while supporting continued growth. The organization serves clients across industries including retail, healthcare, manufacturing, and professional services.

The company differentiates itself through highly technical expertise paired with a premium, high-touch client experience. They are looking for an experienced Tier 3 IT Engineer who can take ownership of complex technical work while communicating confidently and professionally with clients.

The Tier 3 IT Engineer will serve as a senior technical resource responsible for resolving complex infrastructure, networking, Microsoft environment, cybersecurity, backup, and systems issues across a diverse managed-services client base.

This is not a traditional help desk position. The engineer will be expected to take ownership of escalated technical issues, troubleshoot independently, implement solutions, and serve as a trusted technical resource for both clients and internal team members.

Technical depth is critical, but communication ability is equally important. The ideal candidate has exceptional English proficiency and can communicate naturally, confidently, and professionally with U.S.-based business owners, executives, employees, and technical stakeholders.

The goal of this hire is to bring in a highly capable engineer who can independently own technical responsibilities, increase the organization's engineering capacity, and allow leadership to focus more heavily on business growth.

• Serve as the senior escalation point for complex technical issues that cannot be resolved at Tier 1 or Tier 2.

• 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/pfSense 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 operational problems.

• Administer backup and disaster recovery environments.

• Configure, monitor, and troubleshoot Veeam and Acronis solutions.

• Verify backup integrity and successful completion.

• Troubleshoot failed backups and replication issues.

• Assist with file, system, and server restoration.

• Support disaster recovery planning and testing.

• Ensure backup strategies align with client business continuity requirements.

• Communicate directly with U.S.-based clients regarding technical issues, recommendations, and resolutions.

• Explain complex technical concepts clearly to non-technical users.

• Maintain a confident, professional, and consultative communication style.

• Lead technical conversations when necessary.

• Provide clients with clear expectations regarding troubleshooting steps, timelines, and next actions.

• Maintain composure and professionalism during urgent or high-impact incidents.

• Deliver the level of communication expected from a premium managed IT services provider.

• Maintain accurate documentation of client environments, configurations, and technical procedures.

• Document troubleshooting steps and resolutions.

• Create and improve standard operating procedures.

• Identify opportunities to automate or streamline recurring technical work.

• Ensure technical documentation remains accurate and usable by other team members.

• Contribute to building scalable technical processes as the organization grows.

• Communication ability is a top priority for this position.

  The ideal candidate must have:

  • Exceptional spoken and written English proficiency.

  • Confident, natural, and polished communication with U.S.-based clients.

  • Ability to participate comfortably in technical and business conversations.

  • Strong client-facing presence on phone and video calls.

  • Ability to explain highly technical subjects in clear, understandable language.

  • Professional judgment when communicating with executives and business owners.

  • Strong listening and interpersonal skills.

  Candidates should be comfortable functioning as both a highly technical engineer and a client-facing representative of a premium IT services organization.

  • Previous experience working for an MSP or managed IT services organization.

  • Linux administration experience.

  • Experience supporting clients in regulated or security-sensitive industries.

  • Experience with healthcare, manufacturing, retail, or professional-services IT environments.

  • Advanced Microsoft 365 administration experience.

  • Experience with infrastructure migrations and modernization projects.

  • Experience mentoring Tier 1 and Tier 2 technicians.

  • Strong cybersecurity and business continuity knowledge.

  • Experience identifying opportunities to improve client infrastructure proactively rather than only responding to support tickets.

Candidates should have strong experience with several of the following:

• Microsoft 365

• SharePoint

• Active Directory

• Windows Server

• EDR / Endpoint Security

• Veeam

• Acronis

• Ubiquiti

• Netgate

• pfSense

• Networking and firewalls

• Backup & Disaster Recovery

• VPNs

• DNS / DHCP

• Microsoft cloud technologies

• Linux – preferred

The ideal candidate is a highly technical, experienced engineer who can be trusted to take a difficult issue and drive it through resolution without requiring constant oversight.

They should be analytical and persistent when troubleshooting, but equally capable of stepping onto a client call and representing the organization professionally. They understand that delivering excellent managed IT services requires both technical excellence and an exceptional client experience.

This person should enjoy solving difficult problems, taking ownership, improving systems, and becoming a trusted technical resource within a growing organization.

The candidate must be consistently available during the assigned CST schedule to collaborate with the internal team and communicate directly with U.S.-based clients.

Success in this role will be measured through:

• Resolution of complex Tier 3 escalations.

• Technical accuracy and quality of solutions.

• Speed and effectiveness of troubleshooting.

• Reduction in recurring technical issues.

• Client satisfaction and quality of communication.

• Infrastructure reliability and security.

• Backup and disaster recovery reliability.

• Accuracy and completeness of technical documentation.

• Ability to independently own complex technical responsibilities.

• Contribution to improving internal engineering processes.

• Ability to reduce the technical workload carried by leadership.

• Consistent delivery of a premium, high-touch managed IT experience.