Tier 3 Helpdesk Engineer

Tier 3 Helpdesk Engineer

Employment Type: Full-Time

Work Model: Onsite (5 Days/Week)

Shift: 11:30 AM – 8:30 PM EST (Pacific Support Hours)

Salary: $100,000–$115,000

Requirements

• MSP experience required
• Valid driver's license and reliable transportation

Preferred Candidate Location

• Manhattan, Brooklyn, Queens, or the Bronx

Position Overview

We are seeking an experienced Tier 3 Helpdesk/Systems Engineer to deliver white-glove technical support to clients in highly regulated industries. This role combines advanced technical troubleshooting with exceptional customer service, supporting organizations that expect responsive, professional, and secure IT operations. You'll serve as a trusted technical advisor, owning complex technical issues, building strong client relationships, and working independently to deliver outstanding service.

Ideal Candidate

You're a seasoned MSP engineer who enjoys solving complex technical challenges while building long-term client relationships. You communicate confidently with professionals at every level, take ownership of issues from start to finish, and thrive in an environment that values autonomy, accountability, and exceptional client service.

What You'll Do

• Provide Tier 3 remote and onsite technical support via phone, email, and remote support tools
• Troubleshoot Microsoft 365, Windows, macOS, networking, and third-party business applications
• Administer user onboarding, offboarding, permissions, and access management
• Support Microsoft Teams, SharePoint, Azure, AWS, and other cloud collaboration platforms
• Monitor client environments, respond to alerts, and proactively resolve issues
• Maintain accurate documentation and ensure adherence to security and compliance standards
• Build trusted relationships with clients through clear communication and proactive support
• Contribute to process improvements, documentation, and team knowledge sharing

Required Qualifications

• 7–15 years of technical support or Systems Engineering experience, preferably within an MSP environment
• Strong experience with:
• Microsoft 365
• Windows and macOS
• Active Directory
• DNS
• Networking fundamentals
• Microsoft Teams
• SharePoint
• Azure
• AWS
• Experience using Remote Monitoring & Management (RMM) tools (NinjaOne experience is a plus)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Highly organized with the ability to work independently and manage multiple priorities

Preferred

• Experience supporting clients in regulated industries such as financial services, legal, or healthcare
• Industry certifications such as CompTIA A+, Network+, Microsoft, or equivalent