Dispatchable Tier 3 IT Support Engineer

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

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.