Senior / Tier 3 IT Support Engineer

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company contribution

Generous PTO with WFH days

Certification reimbursement

Job summary

Bedrock Technology is seeking a senior Tier 3 IT Support Technician for an on-site role in the Scranton, PA area. The successful candidate will own escalations, manage core infrastructure, and lead complex migrations while mentoring junior staff and coordinating with vendors.

Qualified candidates have 5+ years in IT support with 2+ years in Tier 3, strong Windows Server and Microsoft 365 skills, and solid networking.

Qualifications

• 5+ years of progressive IT support experience, with at least 2 years in a Tier 3 or senior systems role.
• Deep knowledge of Windows Server administration and troubleshooting.
• Strong knowledge of Active Directory, Group Policy, DNS, and DHCP.
• Experience with Microsoft 365 administration and Intune/EntraID.
• PowerShell scripting for automation and administration.
• Solid networking fundamentals including TCP/IP, VLANs, routing, and VPNs.
• Experience with VMware vSphere or Hyper-V virtualization.
• VoIP/UCaaS administration experience.

Responsibilities

• Own escalated incidents and perform root-cause analysis for complex issues.
• Administer and maintain core infrastructure including servers and AD services.
• Lead direct client-facing work on complex projects and migrations.
• Troubleshoot LAN/WAN, VPN, firewall rules, and routing in coordination with the network team.
• Manage cloud environments such as Microsoft 365, Azure AD, and hybrid identity configurations.
• Lead incident response during outages and coordinate with stakeholders.
• Develop and maintain runbooks, KB articles, and SOPs to improve efficiency.
• Mentor Tier 1/2 staff and share knowledge across the team.
• Liaise with vendors and coordinate third-party support.
• Drive continuous improvement through automation and process changes.

Skills

Windows Server

Active Directory

Group Policy

DNS

DHCP

PowerShell

Networking

VMware vSphere

Hyper-V

VoIP

Tools

ConnectWise

Ninja

Datto

Sophos

Auvik

Job description

Bedrock Technology is a fast‑growing managed services provider and IT consultancy committed to excellence, professional growth, and delivering exceptional service to our clients. We\'re looking for a sharp, self-driven Tier 3 IT Support Technician to join our IT team. This is a senior-level hands‑on role for someone who thrives on solving the problems no one else can crack — from complex infrastructure failures to deep‑dive application troubleshooting. You\'ll be the last line of defense before issues escalates to vendors or developers, and a go‑to resource for Tier 1 and Tier 2 colleagues. The successful candidate will be a technician who owns the escalations nobody else can close — the network issue that\'s been open for three days, the server that\'s misbehaving for reasons nobody can pin down, the security incident that needs someone calm and sharp handling it.

This is an on‑site position located in the Scranton, PA area. The successful candidate must report to the office in person daily.

What You\'ll Do

• Own escalated incidents — Resolve complex technical issues escalated from Tier 1/2 that require deep system-level investigation and root cause analysis
• Administer core infrastructure — Manage and maintain servers (Windows/Linux), Active Directory, DNS, DHCP, Group Policy, and virtualization platforms (VMware/Hyper‑V)
• Direct client‑facing work on complex projects / migrations / infrastructure builds
• Support network operations — Troubleshoot LAN/WAN, VPN, firewall rules, switching, and routing issues in coordination with the network team
• Manage cloud environments — Administer and troubleshoot Microsoft 365, Azure AD, Entra ID, and hybrid identity configurations
• Lead incident response — Act as technical lead during major outages, coordinating resolution and communicating status to stakeholders
• Develop documentation — Write and maintain runbooks, KB articles, and SOPs to improve team efficiency and reduce repeat escalations
• Mentor junior staff — Provide guidance and training to Tier 1/2 technicians to help build team capability
• Liaise with vendors — Manage escalations and coordinate with third‑party vendors and software support teams
• Drive continuous improvement — Identify recurring issues and work proactively to eliminate them through automation, process changes, or infrastructure improvements

What You\'ll Bring

Required:

• 5+ years of progressive IT support experience, with at least 2 years in a Tier 3 or senior systems role

Deep knowledge and familiarity with industry standard tools such as ConnectWise / Ninja / Datto / Sophos / Auvik / etc

• Deep expertise in Windows Server (2016/2019/2022) administration and troubleshooting
• Strong knowledge of Active Directory, Group Policy, DNS, and DHCP
• Hands‑on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune, EntraID)
• Proficiency in PowerShell scripting for automation and administration
• Solid networking fundamentals — TCP/IP, VLANs, routing protocols, VPN technologies
• Experience with VMware vSphere or Hyper‑V virtualization
• Ability to independently manage and prioritize a complex, varied workload
• Hands‑on experience with VoIP / UCaaS administration (RingCentral, Zoom, 8x8, Goto, Cisco, Mitel, etc.)

Preferred:

• Experience with Azure or other cloud platforms (AWS, GCP)
• Familiarity with SIEM tools, endpoint security, and EDR platforms
• Knowledge of ITIL frameworks and service management best practices
• Experience with backup and disaster recovery solutions (Veeam, Datto, etc.)
• Scripting beyond PowerShell — Python, Bash, or similar

Certifications (any of the following are a plus):

• CompTIA Security+ / Network+
• MCSA / MCSE
• VMware VCP
• ITIL Foundation

Who You Are

• A natural problem‑solver who digs deep rather than settling for surface‑level fixes
• Calm under pressure — you\'ve worked major incidents and know how to lead, not just react
• A clear communicator who can translate complex technical issues for non‑technical stakeholders
• Someone who takes ownership seriously and sees an issue through to resolution
• Collaborative and willing to share knowledge — you make the whole team better

$65,000–$85,000 base, based on experience — we\'ll tell you where in that range you\'d land before you accept an offer, not after

Platinum‑tier health insurance, plus dental, vision, and life insurance

401(k) with a 3% company contribution (starts after year one)

Generous PTO plan with allotted WFH days in a given year

Cert reimbursement / training budget

Our team

You\'d be one of five senior techs reporting directly to our Regional Manager amongst a team of 10 technical resources, with a clear path to team lead as we grow.

Interview process

One 30‑minute intro call + technical conversation, one in‑person deep dive + meet‑the‑team session. We aim to get you an answer within a week of your final interview.