Position Title: IT Support Engineer (Tier III)
Location: Hybrid near Albany, NY – Occasional Onsite Customer Visits
Status: Full-Time
Salary: $35 - $45/hr.
Overview
A growing managed services provider is seeking an experienced IT Support Engineer (Tier III) to join its Managed Services team. This position plays a key role in delivering advanced technical support to clients by resolving complex IT issues and maintaining critical infrastructure systems. The ideal candidate combines deep technical expertise with a customer-first mindset, providing high-quality service and communication in every interaction.
Position Summary
The Tier III IT Support Engineer will be responsible for troubleshooting and maintaining client IT environments, including desktops, servers, networks, virtualization platforms, and business applications. This role handles advanced support escalations, implements systems upgrades, and performs proactive maintenance across diverse customer environments. The successful candidate will demonstrate strong problem-solving skills, independence, and a passion for delivering exceptional client experiences.
Key Responsibilities
- Provide advanced technical support for complex IT issues related to desktops, servers, networking, and virtualization.
- Respond to and resolve escalated service requests efficiently and within established SLAs.
- Manage system configurations, updates, and maintenance for multiple client environments.
- Support and administer Microsoft Windows Server and desktop operating systems.
- Configure and troubleshoot network devices including firewalls, switches, and wireless solutions.
- Maintain and support virtualized environments (VMware preferred).
- Administer and support Office 365, Google Workspace, antivirus software, and backup solutions.
- Use Remote Monitoring and Management (RMM) tools to proactively identify and address system issues.
- Document troubleshooting steps, resolutions, and configurations with exceptional clarity and attention to detail.
- Communicate effectively with customers regarding issue status, resolution progress, and follow-up actions.
- Collaborate with internal teams to improve processes, knowledge sharing, and service quality.
- Conduct occasional onsite client visits for installations, maintenance, or escalated support.
