Tier 3 IT Support Engineer

As a Tier 3 Support Engineer, you'll be the technical backbone of our service desk — resolving escalated tickets, mentoring Tier 1 and 2 technicians, and working directly with clients to solve complex system, infrastructure, and networking issues. You'll split your time between remote troubleshooting, on-site client visits, and project work, playing a key role in keeping clients' environments secure, stable, and running smoothly.

$70,000 - $90,000 yearly

Serve as the escalation point for Tier 1 and 2 technicians on complex tickets involving servers, networks, and end-user systems

Diagnose and resolve issues across Windows Server, Active Directory, Azure AD/Entra ID, Microsoft 365, and virtualization platforms (Hyper-V/VMware)

Manage and troubleshoot network infrastructure including firewalls, switches, VPNs, and Wi-Fi (e.g., Cisco, Ubiquiti, Meraki)

Support and maintain backup/disaster recovery solutions, and participate in DR testing

Administer and troubleshoot cloud environments (Azure, AWS) and hybrid infrastructure

Perform patch management, security hardening, and endpoint protection oversight across client environments

Document solutions, standard operating procedures, and network diagrams in our PSA/RMM and knowledge base

Participate in client onboarding, infrastructure assessments, and technology roadmap planning

Assist with project work such as server migrations, M365 tenant migrations, and network upgrades

Provide occasional after-hours/on-call support on a rotating basis

Mentor and train junior technicians, helping build team-wide technical capability

5+ years of experience in an MSP or IT support environment, with demonstrated Tier 2/3 responsibilities

Strong knowledge of Windows Server administration, Active Directory, DNS/DHCP, and Group Policy

Hands-on experience with Microsoft 365 / Azure AD administration

Solid understanding of networking fundamentals (TCP/IP, VLANs, routing, VPNs, firewalls)

Experience with RMM and PSA tools (e.g., ConnectWise, Axcient, NinjaOne, Kaseya) a plus

Familiarity with virtualization technologies (Hyper-V, VMware) and cloud platforms (Azure, AWS)

Working knowledge of backup and business continuity solutions (Axcient, Veeam, etc.)

Excellent troubleshooting, documentation, and communication skills

Comfortable working directly with clients, including non-technical stakeholders

Relevant certifications preferred (e.g., CompTIA Network+/Security+, Microsoft MS-102, Azure Administrator, CCNA)

Valid driver's license and reliable transportation for occasional on-site client visits

At Atlantic Technology Services (ATS), our mission is to help businesses and organizations of all sizes improve their IT processes, saving time and money along the way by implementing and optimizing the latest and most effective IT and Telecom solutions.