What are the responsibilities and job description for the Senior Support Engineer | Tier 3 position at Reliable Technology Services?
Job Description:
Ready for a technical role that will actually challenge you?
Reliable Technology Services is a fast-paced, award-winning MSP seeking a Senior Support Engineer to join our Tier 3 team. We support a diverse group of businesses and need an experienced engineer who enjoys tackling tough problems across servers, networking, Microsoft cloud environments, and cybersecurity.
This isn't a role where you'll spend every day working through the same queue. You'll be the person our team turns to for complex escalations, difficult troubleshooting, infrastructure challenges, and security-related issues.
Reliable Technology Services is looking for an experienced Senior Support Engineer to join our Tier 3 team. This is a hands-on technical role for someone who enjoys solving complex problems, taking ownership of critical escalations, and working across servers, networking, cloud infrastructure, Microsoft 365, and cybersecurity.
As a Senior Support Engineer, you’ll be one of the technical resources our team turns to when an issue requires deeper troubleshooting and experience. You’ll work with a variety of client environments, help resolve complex infrastructure and security issues, and collaborate with our service delivery and engineering teams to ensure our clients’ technology is secure, stable, and performing as expected.
What You’ll Do
- Serve as a Tier 3 escalation point for complex technical issues
- Troubleshoot and support Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and related infrastructure
- Diagnose advanced networking issues involving firewalls, switches, wireless networks, VLANs, VPNs, routing, and connectivity
- Support Microsoft 365, Entra ID, Exchange Online, Teams, and related cloud technologies
- Troubleshoot virtualization and server infrastructure
- Investigate cybersecurity alerts and assist with security incidents and remediation
- Support endpoint security, identity protection, MFA, Conditional Access, and other security controls
- Work with our technical team on infrastructure upgrades, migrations, and client projects
- Perform root-cause analysis rather than simply addressing symptoms
- Create clear technical documentation and share knowledge with other members of the support team
- Communicate technical issues clearly and professionally to both technical and nontechnical clients
What We’re Looking For
We’re looking for someone who has strong real-world infrastructure experience and is comfortable being the person others call when the easy answers have already been tried.
Ideally, you bring experience with:
- Windows Server and Active Directory
- Microsoft 365 and Entra ID
- LAN/WAN networking and advanced network troubleshooting
- Firewalls, switches, VLANs, VPNs, and wireless infrastructure
- Virtualization technologies
- Cybersecurity tools and security best practices
- Endpoint management and monitoring platforms
- Backup, disaster recovery, and business continuity technologies
- PowerShell or other scripting/automation experience
- Working in an MSP or other multi-client IT environment
What Will Make You Successful
- Thrive in a high-energy environment where priorities can shift quickly
- Enjoy the variety that comes from supporting multiple client environments
- Can confidently move between server, network, cloud, and security challenges
- Take ownership of problems and see them through to resolution
- Remain calm and organized when multiple priorities compete for attention
- Communicate exceptionally well with both clients and teammates
- Enjoy learning and staying current as technology and cybersecurity evolve