What are the responsibilities and job description for the Tier 3 IT Support Technician position at Bedrock Technology?
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 escalate to vendors or developers, and a go-to resource for Tier 1 and Tier 2 colleagues.
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)
- 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 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
- 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
What We Offer
- Competitive salary commensurate with experience
- Comprehensive health, dental, and vision benefits
- 401(k) with company match
- Generous PTO and paid holidays
- Professional development budget and certification reimbursement
- Flexible/hybrid work options
- A collaborative team that values your expertise
Pay: $65,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Experience:
- VoIP / RingCentral / Zoom / 8x8: 1 year (Preferred)
Ability to Commute:
- Jessup, PA 18434 (Required)
Work Location: In person
Salary : $65,000 - $85,000