Remote Tier-3 Escalation Engineer - Networking & Identity

Velocity1 Technologies, LLC; Nashville (TN); Híbrido; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Velocity1 Technologies, LLC is seeking an Escalation Engineer (Tier 3) to manage highly complex issues end-to-end. You will communicate clearly with non-technical stakeholders while troubleshooting networking, server/virtualization, and Microsoft 365 identity.

The role blends remote support from the office with occasional hands-on staging and in-office deployments. The position emphasizes active listening, professional engagement with SMB owners, and project leadership from scope through

Formación

• 5+ years IT support with escalation ownership (Tier 3 or equivalent).
• Strong networking fundamentals: VLANs, subnetting, DHCP/DNS, routing basics, troubleshooting methodology.
• Hands-on firewall experience in production: NAT, rule sets, VPN troubleshooting, change validation (Sophos preferred).
• Production experience with Windows Server and Active Directory fundamentals (AD DS, DNS; basic GPO knowledge).
• Microsoft 365 administration beyond user accounts (identity and security fundamentals; Conditional Access knowledge strongly preferred).
• Strong customer-facing communication and active listening; able to work directly with SMB owners.

Responsabilidades

• Troubleshoot networking and firewall issues in production (Sophos-centric).
• Lead small-to-mid projects end-to-end, partnering with project and account teams.
• Document scope, risks, and customer decisions; maintain SOPs and knowledge base.
• Provide remote support from office with hands-on staging/testing as needed.
• Onsite visits may be required based on contract scope.

Conocimientos

Networking fundamentals

Firewall management

VPN troubleshooting

Microsoft 365 admin

Active Directory

VMware/Hyper-V

Customer facing

Educación

High School or equivalent

Herramientas

Sophos firewall

Ruckus

Aruba

VMware

Hyper-V

Scale Computing

Descripción del empleo

Velocity1 Technologies, LLC is seeking an Escalation Engineer (Tier 3) to manage highly complex issues end-to-end. You will communicate clearly with non-technical stakeholders while troubleshooting networking, server/virtualization, and Microsoft 365 identity.

The role blends remote support from the office with occasional hands-on staging and in-office deployments. The position emphasizes active listening, professional engagement with SMB owners, and project leadership from scope through