IT Support Engineer – Tier 3

Job Description: IT Support Engineer – Tier 3
Location: 180 Maiden Lane, New York, NY 10038
Job Type: Contract
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Work Arrangement: Onsite with travel to remote NYC office locations as required

Rate: $70 to $80 Per Hour

Job Summary

We are seeking a highly experienced Tier 3 IT Support Engineer / Infrastructure Engineer to provide advanced technical support and systems administration across desktop, server, network, cloud, telecommunications, and enterprise infrastructure environments.

The Tier 3 Engineer will serve as a senior escalation point for Tier 1 and Tier 2 teams and will be responsible for diagnosing complex infrastructure issues, administering Windows Server environments, supporting Active Directory and cloud platforms, and implementing technical solutions.

Key Responsibilities

• Provide Tier 3 technical support and serve as the highest-level escalation point for complex technical issues.
• Administer Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, file servers, and print services.
• Troubleshoot complex Windows and macOS endpoint issues.
• Manage workstation imaging, deployment, upgrades, and lifecycle management.
• Administer Microsoft 365 and Azure AD/Entra ID environments.
• Support Google Workspace and other enterprise cloud platforms.
• Troubleshoot and administer network infrastructure, including switches, routers, wireless access points, TCP/IP, DNS, DHCP, and network connectivity.
• Perform network equipment installation, configuration, cabling, and rack-and-stack activities.
• Support virtualization infrastructure such as VMware or similar platforms.
• Administer and troubleshoot MDM solutions, including Workspace ONE/AirWatch.
• Support iOS and Android enterprise mobile environments.
• Troubleshoot and support VoIP and telecommunications systems.
• Coordinate with telecom vendors and carriers such as Verizon.
• Lead complex hardware, software, network, and infrastructure troubleshooting.
• Support conference room technology, AV systems, and office technology infrastructure.
• Participate in office relocations and major technology deployments.
• Identify recurring technical problems and develop permanent solutions.
• Perform root-cause analysis and recommend infrastructure improvements.
• Maintain technical documentation, system configurations, asset records, and support procedures.
• Work with vendors and third-party technology providers.
• Translate business requirements into technical specifications and solutions.
• Mentor and provide technical guidance to Tier 1 and Tier 2 support teams.
• Follow ITIL service management practices and organizational security standards.
• Travel to remote NYC office locations as required.
• Lift and move IT equipment weighing up to 50 lbs.

Required Qualifications

• 7+ years of IT infrastructure, systems administration, or technical support experience.
• Strong Tier 3 troubleshooting and escalation experience.
• Advanced knowledge of Windows Server, Active Directory, Group Policy, DNS, and DHCP.
• Strong Microsoft 365 and Azure AD/Entra ID experience.
• Strong networking knowledge, including switches, routers, wireless, TCP/IP, DNS, DHCP, and cabling.
• Experience with virtualization technologies such as VMware.
• Experience with enterprise MDM solutions such as Workspace ONE/AirWatch.
• Experience supporting VoIP and telecommunications environments.
• Strong hardware, software, server, and infrastructure troubleshooting skills.
• Experience with ITSM platforms such as ServiceDesk Plus, ServiceNow, or similar.
• Strong documentation, analytical, and problem-solving skills.
• Ability to mentor junior technical staff.
• Valid driver's license and ability to travel between NYC locations.

Preferred

• ITIL certification.
• Microsoft certifications such as AZ-104, MD-102, or related certifications.
• CompTIA Network+/Security+.
• VMware certification or hands-on VMware experience.
• Experience working for government/municipal organizations.
• Experience with enterprise network infrastructure.
• Experience with telecom/VoIP vendors and carrier coordination.