Service Technician Tier 3

All Information Services, Inc.; Oakbrook Terrace (IL); On-site; USD 95,000 - 135,000; Full time

Job summary

All Information Services, Inc. in Illinois seeks an experienced IT services professional to own incident resolution, root cause analysis, and technical standards enforcement across server, network, security, and cloud environments.

You will lead escalations, coordinate with service leadership, and drive service improvements in security, disaster recovery, and MSP operations. Responsibilities include handling high-impact issues, performing RCAs, and guiding cross-system decisions with strong

Qualifications

• 5+ years of experience in IT support, engineering, or MSP environment.
• Proven experience handling escalations and resolving complex, high-impact issues.
• Strong experience with server infrastructure, virtualization, and networking.
• Strong understanding of Microsoft 365, Azure, and identity management.
• Experience supporting multi-client or multi-environment infrastructure.
• Strong problem-solving and analytical skills with ability to lead investigations.
• Ability to manage high-priority work, coordinate efforts, and maintain service continuity under pressure.

Responsibilities

• Own resolution of high-impact or high-risk service issues, ensuring problems are fully resolved or directed appropriately with clear accountability for client impact and outcome.
• Own root cause analysis for escalated and complex issues, ensuring underlying failures are identified, documented, and addressed to prevent recurrence.
• Own technical standards enforcement at the execution level, ensuring solutions align with defined architectures, best practices, and client commitments.
• Act as the technical authority during escalations, providing direction, decision-making, and validation for complex or cross-system issues.
• Coordinate with service leadership during high-impact incidents, ensuring technical actions, risks, and decisions are clearly communicated.
• Identify systemic issues, patterns, or design gaps that lead to repeat failures and ensure they are escalated and driven toward permanent resolution.
• Contribute to service improvement by refining technical approaches, standards, and implementation methods.
• Resolve high-risk and high-impact issues across server, network, security, and cloud environments.
• Support server infrastructure and virtualization including Hyper-V, VMware, performance, and hardware failures.
• Support networking and security configurations including firewalls, routing, segmentation, and advanced VPN design.
• Support security operations including SIEM, XDR/MDR, threat response, and vulnerability management.
• Lead incident response efforts and provide direction during security or service-impacting events.
• Support backup and disaster recovery solutions including configuration, recovery execution, and validation.
• Support cloud architecture decisions including tenant-level configuration, identity, and access design.
• Monitor and respond to system-wide alerts, capacity risks, and environmental issues across infrastructure.
• Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours.
• Own basic low-voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs.

Education

Bachelor's degree in Information Technology or equivalent advanced experience

5+ years IT support, engineering, or MSP experience

Strong problem-solving and analytical skills

Ability to lead investigations and root cause analysis

Excellent communication to technical and non-technical audiences

Job description

Key Responsibilities

• Own resolution of high-impact or high-risk service issues, ensuring problems are fully resolved or directed appropriately with clear accountability for client impact and outcome
• Own root cause analysis for escalated and complex issues, ensuring underlying failures are identified, documented, and addressed to prevent recurrence
• Own technical standards enforcement at the execution level, ensuring solutions align with defined architectures, best practices, and client commitments
• Act as the technical authority during escalations, providing direction, decision-making, and validation for complex or cross-system issues
• Coordinate with service leadership during high-impact incidents, ensuring technical actions, risks, and decisions are clearly communicated
• Identify systemic issues, patterns, or design gaps that lead to repeat failures and ensure they are escalated and driven toward permanent resolution
• Contribute to service improvement by refining technical approaches, standards, and implementation methods
• Resolve high-risk and high-impact issues across server, network, security, and cloud environments
• Support server infrastructure and virtualization including Hyper-V, VMware, performance, and hardware failures
• Support networking and security configurations including firewalls, routing, segmentation, and advanced VPN design
• Support security operations including SIEM, XDR/MDR, threat response, and vulnerability management
• Lead incident response efforts and provide direction during security or service-impacting events
• Support backup and disaster recovery solutions including configuration, recovery execution, and validation
• Support cloud architecture decisions including tenant-level configuration, identity, and access design
• Monitor and respond to system-wide alerts, capacity risks, and environmental issues across infrastructure
• Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours
• Own basic low-voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

Technical Skills

• Advanced proficiency across Tier 1, Tier 2, and Tier 3 technical scopes
• Expert-level troubleshooting across systems, services, and multi-environment interactions
• Strong understanding of server infrastructure, virtualization, and enterprise systems
• Strong understanding of networking, security, and infrastructure design principles
• Working knowledge of Microsoft 365, Azure, and identity architecture
• Ability to lead root cause analysis and resolution across complex issues
• Ability to enforce technical standards and validate solution alignment
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences

Basic Qualifications

• 5+ years of experience in IT support, engineering, or MSP environment
• Proven experience handling escalations and resolving complex, high-impact issues
• Strong experience with server infrastructure, virtualization, and networking
• Strong understanding of Microsoft 365, Azure, and identity management
• Experience supporting multi-client or multi-environment infrastructure
• Strong problem-solving and analytical skills with ability to lead investigations
• Ability to manage high-priority work, coordinate efforts, and maintain service continuity under pressure
• Valid driver's license and access to a reliable vehicle for client onsite support and travel

Preferred Qualifications

• Experience working in a managed services (MSP) environment at a Tier 3 or senior level
• Industry certifications such as Microsoft, VMware, Cisco, or security-focused certifications (Security+, CISSP, etc.)
• Experience designing or contributing to infrastructure, cloud, or security architecture
• Experience with RMM, PSA, monitoring, and alerting platforms at scale
• Bachelor's degree in Information Technology or equivalent advanced experience
• Demonstrated ability to lead technical initiatives, mentor technicians, and drive service improvement

Benefits

• We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision coverage, paid time off, and retirement savings options. Employees may also be eligible for additional compensation, such as bonuses or incentive-based pay, depending on the role.