Tier 3 IT Support

TL;DR

Tier 3 IT Support Specialist: Acting as the final escalation point for complex technical issues within an MSP environment with an accent on advanced troubleshooting across servers, networks, virtualization, and cloud platforms. Focus on performing root cause analysis, implementing long-term solutions, and acting as a trusted advisor to clients.

Location: Permanent work from home within the US Eastern Time zone (8:30 AM – 5:30 PM EST) to support US-based clients.

Company

hirify.global is a company seeking an experienced Tier 3 IT Support Specialist for an MSP environment.

What you will do

• Serve as the final escalation point for complex technical issues from Tier 1 and Tier 2 teams.
• Diagnose and resolve advanced issues across servers, networks, virtualization, firewalls, backup, and cloud services.
• Perform deep-dive root cause analysis for recurring incidents and implement long-term solutions.
• Act as a trusted advisor to key clients, explaining technical issues clearly and maintaining strong relationships.
• Maintain accurate technical documentation and ensure compliance with internal procedures.
• Recommend and implement improvements to support workflows, monitoring, and escalation procedures.

Requirements

• 5+ years of progressive IT support experience, with at least 2 years in a Tier 2/3 or senior role, ideally within an MSP environment.
• Must be available to work the fixed schedule: 8:30 AM – 5:30 PM Eastern Time.
• Proficiency with Windows Server, Active Directory, Group Policy, Exchange/Office 365, and Azure AD.
• Strong understanding of Networking (TCP/IP, DNS, DHCP, firewalls, VPNs, VLANs, routing, and switching).
• Experience with virtualization platforms such as VMware and Hyper-V.
• Solid understanding of cloud technologies including Microsoft 365, Azure, and AWS (preferred).
• Excellent written and verbal communication skills.

Nice to have

• Certifications (Microsoft MCSA/MCSE, Cisco CCNA/CCNP, CompTIA Security+/Network+/Server+).
• BA/BS in Computer Science, Information Technology, or a related field.

Culture & Benefits

• Permanent work from home position.
• Opportunity for immediate hiring for a steady freelance job.
• HMO Coverage available for eligible locations.
• Potential for leadership responsibilities and growth into architecture or engineering roles.
• As an independent contractor, you will handle your own benefits and taxes.