Dispatchable Support Engineer - Tier 3

Ergos Technology Partners SAL Offshore; Houston (TX); Hybrid; USD 80,000 - 105,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k)

Paid time off

Job summary

ERGOS Technology Partners is seeking a Tier3 Support Engineer to handle complex escalations for Houston-area clients, delivering remote and on-site support. You will diagnose root causes, manage Microsoft 365 services, and troubleshoot a range of networking and security platforms.

Ideal candidates have 3+ years in a service desk or MSP, strong Windows/macOS/AD skills, cloud and virtualization experience, and excellent communication.

Qualifications

• 3+ years of technical support in MSP or service desk.
• Strong knowledge of Windows 10/11, Windows Server, macOS, and Active Directory.
• Hands-on experience with TCP/IP, VPN configuration, and LAN/WAN troubleshooting.
• Familiarity with cloud and virtualization: Azure, AWS, VMware, and Hyper-V.
• Experience with security solutions including endpoint protection, spam filtering, and malware eradication.
• Excellent verbal and written communication; translate complex issues clearly.
• Strong analytical and problem-solving ability; work through ambiguity.
• Above-average documentation habits; tickets tell the full story from start to finish.
• Professional presence; represent ERGOS at client sites or QBR.
• Bachelor's degree preferred or equivalent experience.

Responsibilities

• Provide Tier3 technical support to clients via phone, remote session, and on-site dispatch.
• Diagnose root causes across OS platforms and environments; aim for first-contact resolution.
• Dispatch to Houston-area client sites when hands-on presence is needed.
• Manage Microsoft 365 environments including Exchange Online, Teams, SharePoint, and licensing; support on-prem Exchange where applicable.
• Manage and troubleshoot network devices: SonicWall, Fortinet, Palo Alto, Meraki, Cisco switches.
• Configure and troubleshoot site-to-site VPN tunnels and remote access protocols.
• Configure Cisco devices and routing protocols (EIGRP, OSPF, MPLS).
• Troubleshoot VLANs, NTP, DHCP, DNS, SMTP, and SNMP services.
• Support backup/BDR solutions and respond to security incidents (malware, phishing).
• Provide training and knowledge transfer for junior technicians.

Skills

Windows 10/11

Windows Server

macOS

Active Directory

TCP/IP

VPN

Firewall

Azure

AWS

VMware

Hyper-V

Security

Documentation

Communication

On-site support

Education

Bachelor’s degree

Tools

AnyConnect

Cisco ASA

SonicWall

Fortinet

Palo Alto

Meraki

Job description

ABOUT THIS ROLE

ERGOS Technology Partners is an international managed IT services provider headquartered in Houston, Texas, delivering end- to- end computer support and services to businesses and organizations of all sizes. Our LIVE Desk is the heartbeat of client experience - and this role sits at a uniquely visible intersection of remote support and on-site presence.

We are looking for an experienced, motivated Tier3Support Engineer with strong technical skills, a superior customer service aptitude, and a genuine passion for technology. You will handle complex escalations,think outside the boxtoidentifyroot causes,and communicate technical solutions clearly to clients of all backgrounds. You stay current on emerging technologies and industry trends - not because youhave to, but because you want to.

As a DispatchableSupport Engineer, you will serveHouston-area clients both remotely and on-site. Candidates who live in or near Houston are strongly preferred - your proximity to our clients is part of what makes this role work.

RESPONSIBILITIES

• Provide Tier3technical support to clients via phone, remote session, and on-site dispatch - resolving complex hardware, software, and peripheral issueswhile taking escalations from tier1 and 2
• Diagnose root causes across a variety of OS platforms and application environments; apply advanced problem-solving to resolve issues efficiently on first contact where possible
• Dispatch toHouston-area client sites when hands-on presence is needed for infrastructure, hardware, or high-touch relationship situations
• Administer and troubleshoot Microsoft 365 environments including Exchange Online, Teams, SharePoint, andlicensing;support on-premise Exchange 2013/2016 where applicable
• Manage and troubleshoot a wide range of network devices - SonicWall, Fortinet, Palo Alto, Unifi/Ubiquitifirewalls;Cisco, Meraki, Dell, and HP switches
• Configure and troubleshoot site-to-site VPN tunnels, AnyConnect, L2TP, and DMVPN; perform intermediate-to-advanced troubleshooting including packet captures
• Configure Cisco network devices (ASA firewalls, C2960/C3750 switches, 2800/2900 series routers); configure NAT, ACL, and routing protocols including EIGRP, OSPF, MPLS, STP, and VTP
• Troubleshoot and configure VLAN management, NTP, DHCP, DNS, SMTP, and SNMP services
• Support business-class backup and BDR solutions; respond to and remediate security incidents including malware, phishing, spam filtering, and endpoint threats
• Troubleshoot and configure VoIP environments includingAllworxphone server issues
• Maintain complete,accurate ticket documentation frominitial intake through resolution and client follow-up
• Assistwith training and knowledge transfer for junior help desk technicians as needed

QUALIFICATIONS

• 3+ years of technical support experience in a service desk or managed services environment
• Strong working knowledge of Windows 10/11, Windows Server, macOS, and Active Directory
• Hands-on experience with networking protocols (TCP/IP),firewall administration, VPN configuration, and LAN/WAN troubleshooting
• Familiarity with cloud and virtualization platforms - Microsoft Azure, AWS, VMware, and Hyper-V
• Experience with business-class security solutions including endpoint protection, spam filtering, and malware eradication
• Excellent verbal and written communication skills - able to translate complex technical issues intoclear language for non-technical clients
• Strong analytical and problem-solving ability; comfortable working through ambiguous or novel issues without a playbook
• Above-average documentation habits - your tickets tell the full story from first contact to closure
• Professional appearance and presence; able torepresentERGOS confidently at a client site, orientation, or QBR
• Bachelor’s degree in computer science, information systems, or a related field preferred - equivalent experience considered
• Previousmanaged services experience is a strong plus
• Certifications such as CompTIA Network+, Security+, or Microsoft (MD-102, AZ-900) are a plus

BENEFITS

• Health, dental, and vision insurance
• Life insurance
• 401(k)
• Paid time off