Senior Tier-3 Helpdesk Engineer - Networking & Cloud

i-Tech Support; Town of Florida (NY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

401(k) with employer match

Paid holidays

Parental leave

Company laptop

Training and growth opportunities

Job summary

i-Tech Support is seeking a Tier 3 Helpdesk Technician to lead advanced incident resolution on-site in Orlando. You will handle complex networking, VoIP, security, and cloud issues, mentor junior staff, and maintain detailed documentation.

Ideal candidates have senior-level support experience, strong root-cause analysis, and proficiency with MS 365, Azure, and firewall platforms. This role emphasizes collaborative problem solving, change management, and continuous improvement.

Qualifications

• - Bachelor's level education or equivalent experience in CS/IT.
• - Proven Tier 3 or senior support experience.
• - Broad knowledge of OS, networks, protocols, hardware.
• - Strong troubleshooting and root-cause analysis.
• - Familiar with ITIL and incident management.
• - Proficient with ticketing/remote monitoring tools.
• - Clear communication to technical and non-technical stakeholders.

Responsibilities

• - Resolve complex issues escalated from lower tiers across networks, firewalls, VoIP, security, cloud, and servers.
• - Own escalations and SLAs, coordinating with IT teams and vendors.
• - Act as SME for networking, VoIP, and cloud services; mentor juniors.
• - Document root cause and fixes; contribute to knowledge base.
• - Perform root-cause analysis and drive preventive improvements.
• - Participate in change management and collaborative problem solving.
• - Coach Tier 1/2 staff and share best practices.
• - Identify process improvements to reduce incident time.

Skills

Networking

Cloud (Microsoft 365)

Firewalls

VoIP Systems

Security Tools

Windows Server

ITIL/Incident Mgmt

Documentation

Education

Bachelor's degree in CS/IT

Tools

SonicWall

Fortinet

Meraki

Cisco ASA

Ubiquiti

Cisco Call Manager

RingCentral

Mitel/Finesse

Datto/VEEAM

Microsoft Defender

Microsoft 365

Azure

Job description

i-Tech Support is seeking a Tier 3 Helpdesk Technician to lead advanced incident resolution on-site in Orlando. You will handle complex networking, VoIP, security, and cloud issues, mentor junior staff, and maintain detailed documentation.

Ideal candidates have senior-level support experience, strong root-cause analysis, and proficiency with MS 365, Azure, and firewall platforms. This role emphasizes collaborative problem solving, change management, and continuous improvement.