About TGS:
Technology Group Solutions (TGS), founded in 2005, is a woman-minority owned business holding certifications in MBE/WBE/WOSB. TGS is a full-service IT Integrator with specialties in all aspects of today’s technology-centric business environments, from enterprise data center infrastructure and platforms to end-user devices. By leveraging strategic partnerships with all major technology manufacturers, complemented with in-house expertise to design, implement, and train on solutions, TGS serves its clients as a trusted advisor and strategic provider of comprehensive IT solutions that deliver tangible value.
Job Description:
The Support Engineer – Tier 3 is the senior technical resource on the managed Services team. This role resolves incidents that Tier 1 and Tier 2 cannot, handles complex network and infrastructure changes, and leads proactive work across customer environments. Tier 3 engineers own high-impact problems through root cause, resolution, and documentation, and serve as technical mentors to the broader service desk team. The role includes participation in on-call rotation and after-hours support.
Schedule: Full Time, Monday – Friday
Standard Business Hours: 8:00 am to 5:00 pm
Location: Onsite, in-office – no remote work
Position Type: Non-Exempt (Hourly)
Job Responsibilities:
· Perform Tier 3 support for managed services customers by prioritizing and resolving escalated tickets from Tier 1 and Tier 2.
· Serve as the final escalation point for unresolved Tier 1 and Tier 2 incidents; own issues through restoration, root cause analysis, and closure.
· Own high-impact incidents through restoration and closure while supporting multiple customers concurrently.
· Troubleshoot and resolve network incidents including switch connectivity, ISP outages, router and gateway failures, and VPN issues.
· Plan and execute firewall changes including ISP cutovers, rule modifications, and URL filtering adjustments across customer firewalls.
· Administer and patch Hyper-V and VMware hypervisor hosts as part of a scheduled monthly patching cycle.
· Manage server virtual machines including configuration, file share setup, drive mapping, and decommissioning.
· Perform advanced Microsoft 365 administration including shared mailbox management, retention policy configuration, calendar access troubleshooting, Azure AD Connect synchronization remediation, and third-party app integrations (e.g., Read.ai, Copilot).
· Execute schedule proactive tasks such as scheduled service restarts, hypervisor patching, and environment health reviews.
· Conduct root cause analysis on recurring issues and recommend practical fixes that reduce future ticket volume.
· Provide technical leadership and mentoring to Tier 1 and Tier 2 technicians.
· Maintain accurate ticket notes and reusable knowledge documentation in ConnectWise PSA and IT Glue.
· Participate in on-call rotation and provide after-house IT support per on-call rotation schedule.
· Context-switch effectively between multiple client environments, configurations, and industry requirement.
Required Skills:
· Advanced troubleshooting for Windows 10/11 and Windows Server including performance, stability, patching, drivers, and networking stack issues.
· Administration and troubleshooting of Hyper-V and VMware virtualization platforms.
· Firewall administration and troubleshooting include policy changes, ISP failover, and network segmentation.
· Advanced networking troubleshooting including TCP/IP, DNS, DHCP, VLANs, subnetting, VPNs, routing, and packet-level diagnostics.
· Strong command of Microsoft 365 administration including Exchange Online, Azure AD, SharePoint, Teams, Intune, and Copilot licensing.
· Active Directory Administration including directory services, DNS, DHCP, Group Policy, and Azure AD Connect.
· Experience with Datt BCDR including backup health monitoring, restore procedures, and Microsoft Exchange backup troubleshooting.
· Familiarity with endpoint protection platforms (Bitdefender GravityZone) and endpoint privilege management (AutoElevate).
· Ability to manage multiple concurrent escalations and infrastructure changes while meeting SLA expectations.
· Exceptional troubleshooting, analytical thinking, and problem-solving skills across diverse customer environments.
· Strong written and verbal communication skills with both technical and non-technical audiences.
Required/Preferred Experience:
4–6 years of professional IT support experience with at least 2 years handling Tier 2 or Tier 3 escalations, preferably in a Managed Services Provider environment.
Required/Preferred Education:
Bachelor’s degree in an IT-related field, equivalent professional experience, or completion of a professional IT training program. Industry-recognized certifications in networking, security, endpoint management, or Microsoft 365 administration are strongly preferred (e.g., CompTIA Network+, Security+, Microsoft MS-102, AZ-104)
Pay: $50,541.17 - $60,866.79 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
