Tier 3 Support

Tier 3 Support Engineer Jobs

2 jobs found

Today

Senior IT Support Engineer (Tier 2/3)

I.T. WORKS! Inc. West Barnstable, MA

West Barnstable, MA

Today

$80k - $100k/yr Full time Senior Active Directory Azure

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Job Description

The Senior IT Support Engineer (Tier 2/3) role at I.T. WORKS! Inc. is an in-person position based in West Barnstable, MA, focused on advanced troubleshooting and escalated client support within an MSP environment. The role also contributes to infrastructure and project work, including deployments and migrations.

Role Responsibilities

Own issues that require additional time or technical depth beyond the frontline Support Team.
Troubleshoot and resolve problems involving Windows desktops and servers.
Troubleshoot and resolve problems involving Active Directory and Group Policy.
Troubleshoot and resolve problems involving Microsoft 365 and Exchange.
Troubleshoot and resolve problems involving Microsoft Entra ID and Azure environments.
Troubleshoot and resolve problems involving firewalls, switches, VLANs, and VPNs.
Troubleshoot and resolve problems involving DNS and network connectivity.
Troubleshoot and resolve problems involving backup and recovery systems.
Troubleshoot issues involving business applications and third-party software.
Troubleshoot hardware and infrastructure issues.
Take ownership of escalated tickets and help engineers troubleshoot difficult issues.
Share knowledge, mentor team members, and help identify recurring problems and improvement opportunities.
Work directly with clients and keep them informed throughout an issue.
Assist frontline support when escalation volume allows.
Perform onsite client work when needed.
Collaborate with the Project Team on server deployments and migrations, network and firewall upgrades, Microsoft 365 and cloud migrations, infrastructure replacements, backup and disaster recovery improvements, and client technology standardization.
Participate in an on-call rotation, including occasional weekends.
Occasionally travel to client locations.

Required Qualifications

4+ years of professional IT support experience.
Strong troubleshooting skills for Windows workstations and Windows Server.
Working knowledge of Active Directory.
Microsoft 365 administration experience.
Networking knowledge including TCP/IP, DNS, DHCP, VLANs, and VPNs.
Experience troubleshooting firewalls and network connectivity.
Ability to independently investigate and resolve unfamiliar technical problems.
Strong written and verbal communication skills, including professional client communication.
Strong documentation habits.
Ability to commute to the West Barnstable, MA office.

Technologies

Windows
Active Directory
Group Policy
Microsoft 365
Exchange
Microsoft Entra ID
Azure
Firewalls
DNS
TCP/IP
DHCP
VLANs
VPNs
Backup and recovery systems
macOS
AI technologies and tools
CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA Server+, CompTIA Cloud+
Cisco / CCNA
Microsoft Certified: Azure Fundamentals

Benefits

Health insurance
401(k) with company match
Life insurance
Long-term disability insurance
Paid time off
Incentive compensation through the Works Perks program
Paid additional compensation for participation in the on-call rotation
Opportunities to grow into additional Project Team responsibilities
401(k) matching
Dental insurance
Tuition reimbursement
Vision insurance

Nice to Have

CompTIA A+, Network+, Security+, Server+, or Cloud+
Microsoft 365
Microsoft Azure / Entra ID
Cisco / CCNA
Firewall platforms
Backup and disaster recovery
macOS support and integration
AI technologies and tools

Compensation

Salary: $80,000 to $100,000 per year, based on experience and technical background. On-call work is compensated in addition to salary.

Schedule and Work Location

Full-time
Monday through Friday
8-hour shift
On-site in West Barnstable, Massachusetts
On-call rotation with occasional weekends
Occasional travel to client locations
Shift availability: Day Shift (Required), Night Shift (Required), Overnight Shift (Preferred)

Application Questions

Have you worked for a managed services provider before?
Do you understand that this is an in-office position?
Do you live within 50 miles of West Barnstable, MA?

Experience, Certifications, and Commuting

MSP experience: 4 years (Preferred)
Education: High school or equivalent
Certifications (Preferred): CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Fundamentals
Ability to commute: West Barnstable, MA (Required)

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Today

Technical Support Engineer III

Zayo Group LLC United States

United States

Today

$23 - $36/hr Full time Engineering Level Iii Support Mpls

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Job Description

Zayo Group LLC is seeking a Technical Support Engineer III to join its Packet Core Network Commissioning team. In this onsite role in the United States, you will support advanced IP/MPLS core network commissioning and lifecycle activities, working closely with vendors at TAC level to keep services ready and scalable.

The position focuses on implementing and validating carrier-grade technologies, troubleshooting complex infrastructure and software issues, and enabling software-driven network operations through automation and APIs.

What you’ll do

Implement, commission, and validate new technologies, network architectures, IP/MPLS core infrastructure, and network capacity in line with established engineering standards.
Provide advanced technical support to Packet Architecture, Packet Engineering, and Reliability Engineering across commissioning, implementation, lifecycle activities, and complex engineering initiatives.
Perform ongoing technical care for the IP/MPLS core network by identifying and addressing conditions that may impact service readiness, capacity, reliability, or delivery.
Support network migrations and infrastructure transitions as part of broader core network commissioning and engineering efforts.
Configure, commission, validate, and troubleshoot complex IP/MPLS infrastructure and services, including routing, MPLS transport, Segment Routing over MPLS, LSPs, SDPs, Layer 2 and Layer 3 services, resiliency, QoS, and traffic-engineering technologies.
Develop and execute advanced Methods of Procedure (MOPs), maintain engineering and configuration standards, and create or update technical documentation and network designs.
Support network software lifecycle activities, including software staging and transfer, validation, installation, upgrades, rollback planning, and troubleshooting on production infrastructure.
Enable Network as a Service (NaaS) and software-driven network operations through automation, APIs, Linux/server environments, application infrastructure, and engineering tools.
Diagnose and resolve complex challenges across network, hardware, software, configuration, interoperability, and system-level issues, including direct engagement with vendor TAC organizations.
Provide advanced technical analysis to support root-cause investigations and Reason for Outage (RFO) documentation.
Carry out mandatory after-hours maintenance and network-change activities for commissioning, augments, upgrades, and approved changes, including task-level tracking and coding.

What you bring

Minimum five (5) years of service-provider networking or equivalent advanced network engineering experience, with strong knowledge of IP/MPLS routing and switching.
Computer Science, Engineering, Telecommunications, or related degree (or related military experience) OR equivalent practical experience.
Demonstrated service-provider networking experience with Nokia NRS II, JNCIP, CCNP, or equivalent.
Advanced working knowledge of service-provider IP/MPLS networking, including production experience implementing and troubleshooting routing, MPLS transport, Segment Routing over MPLS, LSPs, SDPs, Layer 2/Layer 3 services, resiliency, QoS, and traffic-engineering technologies.
Direct hands-on experience engineering, commissioning, and troubleshooting carrier-class service-provider networks.
Experience with Nokia and Juniper routing platforms is preferred; experience with Cisco, Ciena, Adva, or other carrier-grade platforms is valuable.
Strong troubleshooting skills, including the ability to isolate complex network and system issues and drive resolution with vendor TAC teams.
Experience with network software lifecycle management, including software transfer, installation, upgrades, rollback, and troubleshooting.
Working knowledge of Linux-based systems and server environments, including common system and troubleshooting utilities.
Familiarity with NaaS, network automation, APIs, DevOps tools and practices, and software-driven network operations is preferred; experience supporting server/application stacks for automation platforms is preferred.
Scripting and automation experience with Bash and Python is strongly preferred.
Ability to develop, review, and execute advanced MOPs and use scripts and engineering tools to implement network changes safely.
Ability to support mandatory after-hours maintenance and network-change activities.
Excellent written and verbal communication skills to coordinate complex technical issues across Packet Engineering, Packet Architecture, Reliability Engineering, and vendor support teams.
Flexibility in a changing technical and operational environment, along with strong collaboration, judgment, and organization to manage multiple priorities with deadlines.
Ability to work independently and productively with minimal supervision.

Technologies you’ll work with

IP/MPLS, MPLS transport, Segment Routing over MPLS, LSPs, SDPs, Layer 2/Layer 3 services, QoS, traffic-engineering technologies
Methods of Procedure (MOPs), Network as a Service (NaaS), automation, APIs
Linux, Bash, Python, DevOps tools and practices
Nokia NRS II, JNCIP, CCNP
Nokia, Juniper, Cisco, Ciena, Adva, TAC

Compensation & work location

Location: United States (onsite)
Pay: USD 23 - 36 per hourly

Benefits

Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Generous paid time off policy including paid parental leave
This position may be eligible for certain additional benefits such as health insurance, life insurance, disability retirement plans, and paid time off

Work authorization

This position is not eligible for employment-based visa sponsorship.

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Tier 3 Support Engineer Jobs

Senior IT Support Engineer (Tier 2/3)

Technical Support Engineer III

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