Tier 3 IT Engineer

Work Hours: Monday to Friday, 9 am to 5:00 PM EST
Pay Range: Up to $5,000/month target initially (varies based on skill set and experience level)
Location of Search: Eastern Europe, Latin America, or Philippines
Work Location: Remote

About the Company

We are a managed service provider (MSP) supporting small to mid-sized business clients, ranging from roughly 10 to 170 employees. We provide high-touch, white-glove IT support and expect the same level of professionalism from every team member. Our service model is technical, responsive, and customer-focused — we aim to deliver a premium experience, not commodity IT support.

Role Overview

We are looking for a highly experienced, technically advanced IT professional to take on the responsibilities of a senior/tier 3 engineer. This person will help relieve the owner from day-to-day technical work, own complex infrastructure support, and provide guidance to lower-level technicians.

This role is ideal for someone who is both deeply technical and highly polished in client communication. The right candidate should be able to work independently, resolve advanced issues, and communicate with confidence and clarity to customers and internal staff.

Key Responsibilities

Tier 3 Technical Support & Escalations

Assume end-to-end ownership and resolution of Tier 1, Tier 2, and Tier 3 support tickets.
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.

Microsoft 365 & Cloud Administration

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.

Windows Server & Active Directory

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.

Networking & Infrastructure

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.

Cybersecurity

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.

Backup & Disaster Recovery

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.

Client Communication

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.

Documentation & Process Improvement

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.

Required Qualifications

Language requirement: Excellent spoken English.
Experience: 5+ years required; 10+ years preferred. Experience in MSP environments serving small businesses is a plus.
5+ years of hands-on IT infrastructure / MSP experience.
Strong background in M365, SharePoint, Active Directory, Windows Server, Networking, Cybersecurity, and VoIP.
Proficiency with Veeam, Acronis, Ubiquiti, Netgate, or pfSense.
Ability to work independently, troubleshoot complex issues, and mentor junior staff.
Strong customer-facing communication skills and confidence in live client interactions.

Preferred Qualifications

Linux experience
Bilingual ability is a plus, but not required
Experience in MSP environments serving small business clients
Familiarity with working alongside local/on-site technicians

Tier 3 IT Engineer - 20999