Tier 3 Live Desk Specialist - Remote & On-Site Support

Ergos Technology Partners SAL Offshore; Houston (TX); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life insurance

401(k)

Paid time off

Job summary

ERGOS Technology Partners in Houston, TX seeks an experienced Tier 3 Live Desk Technician to deliver advanced remote and on-site support for diverse client environments. You will handle escalations, diagnose complex issues, and maintain thorough ticketing while engaging with customers professionally.

You will work across Windows/AD, Exchange, VPNs, firewalls, and network devices, mentoring junior staff and ensuring high client satisfaction through clear communication and rapid issue resolution.

Qualifications

• 5+ years of technical support experience in a service desk or managed services environment.
• Strong working knowledge of Windows 10/11, Windows Server, macOS, and Active Directory
• Hands-on experience with networking protocols (TCP/IP), firewall administration, VPN configuration, and LAN/WAN troubleshooting
• Familiarity with cloud and virtualization platforms - Microsoft Azure, AWS, VMware, and Hyper-V
• Experience with business-class security solutions including endpoint protection, spam filtering, and malware eradication
• Excellent verbal and written communication skills - able to translate complex technical issues into clear language for non-technical clients
• Strong analytical and problem-solving ability; comfortable working through ambiguous or novel issues without a playbook
• Above-average documentation habits - your tickets tell the full story from first contact to closure
• Professional appearance and presence; able to represent ERGOS confidently at a client site, orientation, or QBR
• Bachelor’s degree in computer science, information systems, or a related field preferred - equivalent experience considered
• Previous managed services experience is a strong plus
• Certifications such as CompTIA Network+, Security+, or Microsoft (MD-102, AZ-900) are a plus

Responsibilities

• Provide Tier 3 support to clients via phone, remote session, and on-site dispatch - resolving complex hardware, software, and peripheral issues while taking escalations from tiers 1 and 2
• Diagnose root causes across OS platforms and application environments; apply advanced problem-solving to resolve issues efficiently on first contact where possible
• Dispatch to Houston-area client sites when hands-on presence is needed for infrastructure, hardware, or high-touch relationship situations
• Administer and troubleshoot Microsoft 365 environments including Exchange Online, Teams, SharePoint, and licensing; support on-premise Exchange 2013/2016 where applicable
• Manage and troubleshoot a wide range of network devices - SonicWall, Fortinet, Palo Alto, Unifi/Ubiquiti firewalls; Cisco, Meraki, Dell, and HP switches
• Configure and troubleshoot site-to-site VPN tunnels, AnyConnect, L2TP, and DMVPN; perform intermediate-to-advanced troubleshooting including packet captures
• Configure Cisco network devices (ASA firewalls, C2960/C3750 switches, 2800/2900 series routers); configure NAT, ACL, and routing protocols including EIGRP, OSPF, MPLS, STP, and VTP
• Troubleshoot and configure VLAN management, NTP, DHCP, DNS, SMTP, and SNMP services
• Support business-class backup and BDR solutions; respond to and remediate security incidents including malware, phishing, spam filtering, and endpoint threats
• Troubleshoot and configure VoIP environments including Allworx phone server issues
• Maintain complete, accurate ticket documentation from initial intake through resolution and client follow-up
• Assist with training and knowledge transfer for junior help desk technicians as needed
• Ensure client satisfaction through timely resolution, clear communication, and professional representation of ERGOS in every interaction

Skills

Technical support

Windows 10/11

Windows Server

Active Directory

Networking TCP/IP

VPN configuration

Cloud/Virtualization

Security/endpoint protection

Documentation

Customer service

Communication

Education

Bachelor’s degree in CS/IS

Equivalent experience considered

Tools

Microsoft 365

Exchange Online

Teams

SharePoint

On-prem Exchange 2013/2016

SonicWall/Fortinet/Palo Alto

Cisco/Meraki switches

Allworx VoIP

VPNs: AnyConnect/L2TP/DMVPN

VMware/Hyper-V/Azure/AWS

Job description

ERGOS Technology Partners in Houston, TX seeks an experienced Tier 3 Live Desk Technician to deliver advanced remote and on-site support for diverse client environments. You will handle escalations, diagnose complex issues, and maintain thorough ticketing while engaging with customers professionally.

You will work across Windows/AD, Exchange, VPNs, firewalls, and network devices, mentoring junior staff and ensuring high client satisfaction through clear communication and rapid issue resolution.