Senior IT Support Engineer: Escalations & Infra Lead

Bedrock Technology; Jessup (Lackawanna County); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Platinum‑tier health insurance

401(k) with 3% company contribution

Generous PTO with WFH days

Certification reimbursement

Job summary

Bedrock Technology in Jessup, PA is seeking a senior Tier 3 IT Support Technician to own complex escalations and drive hands-on problem solving. You will work on Windows/Linux servers, AD, networking, and cloud services in a fast‑growing managed services environment.

This on‑site role reports to the office daily and requires a proactive communicator who can lead incidents, mentor Tier 1/2 staff, and partner with vendors to resolve issues quickly.

Qualifications

• 5+ years of progressive IT support experience, with at least 2 years in Tier 3 or senior role.
• Deep knowledge of tools such as ConnectWise, Ninja, Datto, Sophos, Auvik.
• Strong Windows Server administration and troubleshooting (2016/2019/2022).
• Solid AD, DNS, DHCP and Group Policy expertise.
• PowerShell scripting for automation and admin tasks.
• Solid networking fundamentals; TCP/IP, VLANs, VPNs.
• Experience with VM virtualization (VMware/Hyper-V) and UCaaS/VoiP.
• Experience with Azure/AWS/GCP is a plus.

Responsibilities

• Own escalated incidents and resolve complex issues from Tier 1/2 with deep analysis.
• Administer core infra: servers, AD, DNS/DHCP, GPO, and virtualization.
• Direct client-facing work on complex projects, migrations, and builds.
• Troubleshoot LAN/WAN, VPN, firewall rules, switching and routing with network team.
• Manage cloud environments: 365, Azure AD, Entra ID, hybrid identities.
• Lead incident response during major outages and coordinate resolution.
• Develop and maintain runbooks, KBs, and SOPs to reduce escalations.
• Mentor Tier 1/2 staff and liaise with vendors for escalations.
• Identify recurring issues and drive automation and process improvements.

Skills

Senior IT support

Windows/Linux servers

Active Directory/GPO

PowerShell scripting

Networking fundamentals

VoIP/UCaaS administration

VMware/Hyper-V virtualization

Tools

ConnectWise

NinjaOne

Datto

Sophos

Auvik

VMware vSphere

Hyper-V

Job description

Bedrock Technology in Jessup, PA is seeking a senior Tier 3 IT Support Technician to own complex escalations and drive hands-on problem solving. You will work on Windows/Linux servers, AD, networking, and cloud services in a fast‑growing managed services environment.

This on‑site role reports to the office daily and requires a proactive communicator who can lead incidents, mentor Tier 1/2 staff, and partner with vendors to resolve issues quickly.