About IT Voice

IT Voice is a leading provider of technology solutions, specializing in Managed IT, Cloud, Security, Managed Network, and VoIP services. Our team is dedicated to delivering World Class Technology with Hometown Service, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize the needs of our clients, take ownership of every task, and approach our work with efficiency and integrity. If you are looking for a fast-growth company with sound values and an opportunity to advance your career, this is the place for you.

About the role

The Tier 3 Engineer is a senior technical resource within our service delivery organization. This role resolves complex escalations, supports high-impact customer environments, improves technical standards, and helps the business scale through stronger documentation, automation, monitoring, and operational consistency. This is a well-rounded engineering role, not a narrow specialty seat. We are looking for someone who can troubleshoot broadly, lead confidently when things break, and turn repeat issues into cleaner standards and better execution.

What you'll do

• Provide advanced technical support for escalated issues from Tier 1 and Tier 2 teams across multiple customer environments.
• Diagnose and resolve complex issues involving endpoints, servers, networking, firewalls, Microsoft 365, identity, backup, virtualization, cloud platforms, and security tooling.
• Lead technical troubleshooting during customer-impacting incidents, including internal coordination, technical direction, and clear customer communication.
• Perform systems administration, maintenance, remediation, and operational support across managed customer environments, using monitoring and observability platforms to improve visibility, troubleshoot performance issues, and strengthen operational awareness.
• Support project execution as needed, including onboarding, migrations, cutovers, infrastructure changes, post-deployment stabilization, and clean handoff into managed services through validated documentation, monitoring coverage, tooling, and support readiness.
• Identify root causes of repeat issues and implement long-term fixes through standards, alert tuning, documentation, automation, process improvement, and the development of runbooks, procedures, checklists, and technical standards that improve repeatability and reduce escalation volume.
• Collaborate across Support, Network, Security, and Professional Services teams to maintain high service quality and consistent outcomes.
• Participate in on-call and after-hours escalation support as required.
• Stay current on practical technology improvements and recommend changes that improve reliability, security, and scalability.Describe the specific responsibilities and job functions of the role.
• Windows Server administration; Active Directory and Entra ID fundamentals; Microsoft 365 administration and troubleshooting.
• Endpoint operating systems and hardware troubleshooting.
• Virtualization platforms such as Hyper-V and VMware.
• Backup and disaster recovery operations.
• General systems administration across multi-customer environments.Describe the experience and attributes of the ideal candidate
• TCP/IP, DNS, DHCP, routing, VLANs, and VPN fundamentals.
• Firewall troubleshooting, policy review, and rule validation.
• Network monitoring and observability fundamentals.
• Endpoint protection, alert triage, and security best practices, including MFA, identity protection, and access control fundamentals.
• RMM platforms for monitoring, alerting, patching, scripting, and automation; EDR/MDR tools for deployment health, exclusions, alert triage, and remediation workflows; backup and BDR platforms for job monitoring, alert handling, and restore validation.
• Network monitoring platforms such as Auvik, CheckMK, or equivalent; documentation systems, runbooks, and technical standards; and PowerShell or similar scripting and automation experience strongly preferred.

Qualifications

• 5+ years of experience in IT engineering, infrastructure support, or MSP operations.
• Strong experience in advanced troubleshooting and systems administration.
• Experience working in an MSP or other multi-client service environment preferred.
• Strong knowledge of networking, server systems, Microsoft platforms, security practices, and operational support.
• Experience with Azure, AWS, or other cloud platforms preferred.
• Relevant certifications such as Microsoft, CompTIA, Fortinet, CCNA, VMware, or cloud certifications are a plus.
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, but not required with strong practical experience.
• Strong troubleshooting and root cause analysis skills with broad technical capability across multiple infrastructure domains.
• Strong written and verbal communication skills and the ability to work independently while collaborating effectively with other teams.
• Ability to prioritize and manage competing demands in a fast-paced MSP environment.
• High accountability and ownership mentality, strong documentation habits, and process-minded thinking.
• Ability to mentor others and improve team performance through knowledge sharing.
• Low ego, strong judgment, and a practical approach to getting things done.