• Act as a key layer of support team • Communicate availability to IT Support Associates • Self-sufficient with proactive/reactive tickets • Resolve and escalate support tickets as needed • Review and action on Brightgauge dashboard KPIs • Develop knowledge of internal systems and client solutions • Provide training to IT Support Associates and new employees

Role Description 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 Qualifications - 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 - Minimum 100 Mbps fiber internet connection - Battery backup/power solution for your internet connection to prevent downtime during outages - 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

Role Description We are seeking a Tier 1 Helpdesk Technician to join our team and support a variety of client environments. This role is responsible for handling incoming support requests, resolving basic technical issues, and ensuring a positive client experience. The ideal candidate is customer-focused, detail-oriented, and eager to grow in a fast-paced MSP environment. Key Responsibilities - Provide first-line technical support via phone, email, and ticketing system - Troubleshoot and resolve basic IT issues related to desktops, laptops, printers, and mobile devices - Support users with Microsoft 365, email, and basic network connectivity issues - Log, track, and update tickets in the PSA system with clear documentation - Escalate complex issues to Tier 2 or Tier 3 technicians as needed - Follow standard operating procedures and documentation for issue resolution - Assist with user onboarding and offboarding (account setup, permissions, hardware prep) - Maintain a high level of customer service and communication with clients Qualifications - 1–2 years of IT support experience (preferably in an MSP environment) - Basic knowledge of Windows operating systems - Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) - Understanding of basic networking concepts (DNS, DHCP, VPN) - Experience with ticketing systems (ConnectWise, Autotask, HaloPSA, or similar) - Strong troubleshooting and problem-solving skills - Excellent communication skills, both written and verbal 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 Key Traits - Customer-first mindset - Strong attention to detail and documentation - Ability to prioritize and manage multiple tasks - Coachable and eager to learn Working Conditions - Fast-paced, ticket-driven environment - Supporting multiple clients across different industries - Shift-based work may be required depending on client needs

Role Description We are seeking a skilled Tier 2 Support Technician to join our MSP team. This role is responsible for handling escalated technical issues, supporting client infrastructure, and assisting Tier 1 technicians with troubleshooting and resolution. The ideal candidate has strong technical experience, excellent communication skills, and the ability to work independently in a fast-paced managed services environment. - Troubleshoot and resolve escalated support issues across multiple client environments - Support Windows workstations, servers, Microsoft 365, and network infrastructure - Perform advanced troubleshooting related to connectivity, performance, permissions, and hardware/software issues - Manage and support Active Directory, user accounts, group policies, and permissions - Assist with onboarding/offboarding tasks and system deployments - Document troubleshooting steps, resolutions, and client environments within the PSA/documentation systems - Collaborate with Tier 1 and Tier 3 teams on escalations and project work - Monitor alerts and proactively address issues when possible - Maintain strong communication with clients throughout the support process Qualifications - 3+ years of IT support experience, preferably within an MSP environment - Strong troubleshooting and problem-solving abilities - Experience supporting Microsoft 365 environments - Experience with Active Directory and Windows Server administration - Understanding of networking concepts including DNS, DHCP, VPNs, and firewalls - Experience with PSA and RMM platforms - Ability to manage priorities and work independently 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: - Minimum 100 Mbps fiber internet connection - Battery backup/power solution for your internet connection to prevent downtime during outages - 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 Company Description