IT Support Engineer – Tier 3

Gilder Search Group; New York (NY); On-site; USD 83,000 - 96,000; Full time

Job summary

Gilder Search Group in New York is seeking an experienced IT Support Engineer to provide advanced Tier 3 support across desktop, server, network, and cloud environments. The role is primarily onsite at 180 Maiden Lane, with periodic travel to other NYC offices.

You will mentor Tier 1 and 2 staff, manage Windows Server and AD, Microsoft 365, Azure, VMware, and VOIP systems, while maintaining documentation and security standards.

Qualifications

• 7+ years IT infrastructure or support experience.
• Strong Tier 3 troubleshooting and escalation skills.
• Advanced Windows Server and AD/GP/DNS/DHCP knowledge.
• Experience with Microsoft 365 and Azure AD/Entra ID.
• Experience with VMware virtualization.
• Experience with MDM such as Workspace ONE/AirWatch.
• Experience with VoIP/telecom environments.
• Strong documentation and problem-solving skills.
• Ability to mentor junior staff.
• Willingness to travel between NYC offices and onsite at 180 Maiden Lane.

Responsibilities

• Provide Tier 3 support and escalation.
• Administer Windows Server environments including AD, GPO, DNS, DHCP.
• Troubleshoot Windows and macOS endpoint issues.
• Manage workstation imaging, deployment, lifecycle.
• Administer Microsoft 365 and Azure AD/Entra.
• Support Google Workspace and other cloud platforms.
• Troubleshoot and administer network infrastructure.
• Perform network equipment installation and cabling.
• Support virtualization such as VMware.
• Administer and troubleshoot MDM (Workspace ONE/AirWatch).
• Support mobile iOS/Android enterprise environments.
• Troubleshoot VoIP/telecom systems.
• Coordinate with telecom vendors.
• Lead complex troubleshooting; document processes.
• Participate in relocations and deployments.
• Maintain documentation and asset records.

Skills

Tier 3 troubleshooting

Windows Server administration

Active Directory & Group Policy

Microsoft 365 & Azure AD

VMware virtualization

Network troubleshooting

VoIP & telecom systems

ITIL service management

Mentoring junior staff

Documentation and SOPs

Tools

ServiceDesk Plus

ServiceNow

VMware

Workspace ONE/AirWatch

Azure AD

Job description

Job Title: IT Support Engineer – Tier 3

Location: 180 Maiden Lane, New York, NY 10038
Job Type: Contract
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Work Arrangement: Primarily onsite at 180 Maiden Lane, with travel to remote NYC office locations as required
Rate: $60–$70 per hour

Important Requirements

• The majority of the work will be performed onsite at 180 Maiden Lane, New York, NY.
• Travel to other NYC office locations will be required periodically based on business and technical support needs.
• Candidate must have a valid driver's license and reliable transportation to travel between NYC locations.
• Candidate must be able to provide and use their own basic IT tools/equipment necessary to perform onsite technical support and troubleshooting.
• Must be comfortable lifting and moving IT equipment weighing up to 50 lbs.

Job Summary

We are seeking a highly experienced Tier 3 IT Support Engineer / Infrastructure Engineer to provide advanced technical support and systems administration across desktop, server, network, cloud, telecommunications, and enterprise infrastructure environments.

The Tier 3 Engineer will serve as a senior escalation point for Tier 1 and Tier 2 teams and will be responsible for diagnosing complex infrastructure issues, administering Windows Server environments, supporting Active Directory and cloud platforms, and implementing technical solutions.

Key Responsibilities

• Provide Tier 3 technical support and serve as the highest-level escalation point for complex technical issues.
• Administer Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, file servers, and print services.
• Troubleshoot complex Windows and macOS endpoint issues.
• Manage workstation imaging, deployment, upgrades, and lifecycle management.
• Administer Microsoft 365 and Azure AD/Entra ID environments.
• Support Google Workspace and other enterprise cloud platforms.
• Troubleshoot and administer network infrastructure, including switches, routers, wireless access points, TCP/IP, DNS, DHCP, and network connectivity.
• Perform network equipment installation, configuration, cabling, and rack-and-stack activities.
• Support virtualization infrastructure such as VMware or similar platforms.
• Administer and troubleshoot MDM solutions, including Workspace ONE/AirWatch.
• Support iOS and Android enterprise mobile environments.
• Troubleshoot and support VoIP and telecommunications systems.
• Coordinate with telecom vendors and carriers such as Verizon.
• Lead complex hardware, software, network, and infrastructure troubleshooting.
• Support conference room technology, AV systems, and office technology infrastructure.
• Participate in office relocations and major technology deployments.
• Identify recurring technical problems and develop permanent solutions.
• Perform root-cause analysis and recommend infrastructure improvements.
• Maintain technical documentation, system configurations, asset records, and support procedures.
• Work with vendors and third-party technology providers.
• Translate business requirements into technical specifications and solutions.
• Mentor and provide technical guidance to Tier 1 and Tier 2 support teams.
• Follow ITIL service management practices and organizational security standards.
• Provide onsite support primarily at 180 Maiden Lane and travel to other NYC office locations when required.
• Bring and utilize personal/basic IT tools and equipment required for onsite troubleshooting and field support.
• Lift and move IT equipment weighing up to 50 lbs.

Required Qualifications

• 7+ years of IT infrastructure, systems administration, or technical support experience.
• Strong Tier 3 troubleshooting and escalation experience.
• Advanced knowledge of Windows Server, Active Directory, Group Policy, DNS, and DHCP.
• Strong Microsoft 365 and Azure AD/Entra ID experience.
• Strong networking knowledge, including switches, routers, wireless, TCP/IP, DNS, DHCP, and cabling.
• Experience with virtualization technologies such as VMware.
• Experience with enterprise MDM solutions such as Workspace ONE/AirWatch.
• Experience supporting VoIP and telecommunications environments.
• Strong hardware, software, server, and infrastructure troubleshooting skills.
• Experience with ITSM platforms such as ServiceDesk Plus, ServiceNow, or similar.
• Strong documentation, analytical, and problem-solving skills.
• Ability to mentor junior technical staff.
• Valid driver's license and reliable transportation, with the ability and willingness to travel between NYC office locations.
• Ability to work primarily onsite at 180 Maiden Lane, Monday through Friday, 8:00 AM–5:00 PM.
• Ability to provide and use personal/basic IT tools and equipment required for onsite technical support.
• Ability to lift and move IT equipment weighing up to 50 lbs.

Preferred

• ITIL certification.
• Microsoft certifications such as AZ-104, MD-102, or related certifications.
• CompTIA Network+/Security+.
• VMware certification or hands-on VMware experience.
• Experience working for government/municipal organizations.
• Experience with enterprise network infrastructure.
• Experience with telecom/VoIP vendors and carrier coordination.

Work Environment / Physical Requirements

This is a primarily onsite, hands-on technical support position. The selected candidate will work primarily from 180 Maiden Lane, New York, NY, with periodic travel to other NYC office locations to provide field support, installations, troubleshooting, and technology deployments.

The position requires the ability to transport, lift and move IT equipment weighing up to 50 lbs. Candidates must have their own basic IT tools/equipment necessary to perform hands-on troubleshooting and field support.