Tier 3 Technical Support Specialist / Engineer

About Us:

AbroadWorks is a fast growing global enterprise with established operations in the United States, India, and the Philippines. We specialize in providing both service-based solutions and advanced tech to help North American organizations in finding, onboarding, and managing global talent easily.

Our Offerings:

Global Staffing Services: Currently, the majority of our revenue is generated through our comprehensive global staffing services, which cater to the diverse needs of our clients.

Technology Solutions: Looking ahead, our strategic focus is to expand our footprint in the software sector, leveraging our technology to improve global human capital and talent management processes.

Job Type: Full-Time

Job Description:

We are seeking a highly experienced Tier 3 Technical Support / Escalation Engineer to serve as the highest level of technical escalation for complex infrastructure, networking, cloud, operating system, and enterprise application issues. This role is responsible for resolving advanced technical challenges, driving root cause analysis, implementing long-term solutions, and improving the overall reliability and efficiency of the IT environment.

Requirements:

• Minimum of 5 years of experience in technical support, IT service delivery, or systems administration, including experience in a senior support, Tier 2, or escalation engineering role.
• Expert-level knowledge of Windows, macOS, Linux, Windows Server, and Linux server administration.
• Advanced administration of Microsoft 365, including tenant management, Exchange Online, SharePoint, Microsoft Teams, licensing, security, and compliance.
• Strong experience administering and designing Microsoft Azure and Entra ID environments, including Conditional Access, Multi-Factor Authentication (MFA), and Identity Governance.
• Advanced networking expertise including routing, switching, VLANs, VPNs, SD-WAN, firewall policy design, network segmentation, and network security best practices.
• Strong scripting and automation skills using PowerShell, Python, Bash, or similar scripting languages.
• Demonstrated experience performing root cause analysis and applying ITIL problem management principles.
• Hands-on administration of Active Directory, Group Policy, DNS, DHCP, and enterprise identity infrastructure.
• Experience managing VMware vSphere and/or Microsoft Hyper-V virtualization environments.
• Strong understanding of endpoint security, Zero Trust architecture, SIEM solutions, endpoint protection, backup strategies, disaster recovery, and business continuity.
• Excellent troubleshooting skills across enterprise hardware, operating systems, applications, and infrastructure.
• Strong verbal and written communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Experience using enterprise ticketing and remote monitoring platforms.
• Reliable internet connection and professional remote work environment.

Responsibilities:

• Serve as the highest level of internal escalation for complex technical issues escalated by Tier 1 and Tier 2 support teams.
• Lead root cause analysis and problem management initiatives to identify permanent solutions rather than temporary workarounds.
• Design, implement, maintain, and optimize infrastructure across on-premises, cloud, and hybrid environments.
• Develop scripts and automation using PowerShell, Python, Bash, or similar technologies to eliminate repetitive tasks and improve operational efficiency.
• Perform advanced troubleshooting and engineering for networking environments, including routing, switching, VLANs, VPNs, SD-WAN, network segmentation, and firewall policies.
• Administer and secure Microsoft Azure, Entra ID, Microsoft 365, Active Directory, Group Policy, DNS, DHCP, and related identity and infrastructure services.
• Manage virtualization environments, including VMware vSphere and Hyper-V, while ensuring performance, availability, and scalability.
• Support backup, disaster recovery, and business continuity planning while maintaining secure and resilient infrastructure.
• Diagnose and resolve advanced hardware, server, workstation, and peripheral issues.
• Lead or support infrastructure projects, migrations, deployments, upgrades, and change management initiatives.
• Create, maintain, and improve technical documentation, runbooks, knowledge base articles, and standard operating procedures.
• Provide technical mentorship, coaching, and knowledge sharing to Tier 1 and Tier 2 support engineers.
• Coordinate vendor escalations and manage relationships with third-party technology providers.
• Participate in scheduled on-call and after-hours support for critical incidents when required.
• Continuously identify opportunities to improve infrastructure reliability, security, automation, and overall support operations.

Preferred Qualifications:

• Experience using Kaseya, Datto, Autotask, or similar Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms.
• Microsoft certifications such as AZ-104, AZ-305, SC-300, MS-102, or MD-102.
• CompTIA certifications including Network+, Security+, or Server+.
• Cisco CCNA or CCNP certification.
• VMware Certified Professional (VCP) certification.
• ITIL Foundation certification.
• Experience leading enterprise infrastructure migrations, cloud deployments, or large-scale technology projects.
• Experience supporting hybrid cloud environments and enterprise security initiatives.

Successful candidates for this role are expected to possess the following attributes:

• Must have excellent English communication skills.
• Has the ability to complete projects in a timely manner and quickly adjust to changing circumstances and embrace new technologies, processes, or methods.
• Great logical and verbal reasoning skills.
• Exceptionally detail-oriented.
• Exceptional problem-solving and information-processing skills.
• Ability to think outside the box.
• A great work ethic and interest in learning new concepts and growing with the job.
• Ability to work both independently and as part of a team.
• Must have their own work device (preferably a desktop or laptop) and a stable internet connection.
• Must be comfortable with using a time-tracking software for payroll purposes.
• Must be willing to undergo a background verification check during the final stages of the hiring process.

Successful candidates for this role will be rewarded with the following benefits:

• A total of five paid vacation days per year (additional days can be taken unpaid).
• A 5% raise per year guaranteed (additional raises or bonuses may be given for outstanding performance).
• A paid 15-minute break for every 4 hours of work.
• Healthcare benefits after 2 months of full-time work.
• Vacation days increase by 1 vacation day per year. I.e. after one year of employment, the total paid vacation days on year 2 would be six, on year 3 seven, etc.

Our main focus is to build an energized and motivated workforce where our employees are happy and satisfied with their jobs and growth opportunities.

We are looking forward to making you a part of our team!

Thank you for your time and interest.