Tier 3 IT Support Engineer

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

Tier 3 IT Support Technician

Location: Jessup, PA| Type: Full-Time

About the Role

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):

• Microsoft Certified: Azure Administrator (AZ-104)
• CompTIA Security+ / Network+
• MCSA / MCSE
• Cisco CCNA
• 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

Compensation & benefits

• $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 among 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.