Job Opportunities API

The Tier 3 IT Support & NOC Agent serves as the highest level of technical escalation within a client environment. This role is responsible for resolving complex, high-impact issues while also providing advanced monitoring oversight, incident response leadership, and infrastructure improvement across client environments.  This position combines deep technical expertise with proactive operational responsibility, ensuring system stability, performance, and reliability. The Tier 3 Engineer plays a key role in root cause analysis, automation, monitoring strategy, and technical leadership while supporting both reactive escalations and proactive service delivery.  Key Responsibilities  Network Monitoring & Performance  Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos  Analyze performance trends, bandwidth, latency, packet loss, and KPIs  Maintain monitoring thresholds, alert policies, and SLA metrics    Incident & Problem Management  Respond to alerts and outages within SLA timeframes  Perform triage, diagnosis, and manage incident lifecycle  Conduct root cause analysis and document lessons learned  Track trends and recommend preventive measures    Escalation Management  Serve as primary escalation point for Tier 1 and Tier 2 support agent teams.  Escalate complex issues to Tier 4 engineers and specialized teams  Coordinate vendor support and facilitate bridge calls during major incidents  Manage communication between technical teams, management, and stakeholders    Network Operations & Maintenance  Execute firmware updates, patches, and configuration changes  Configure routers, switches, firewalls, load balancers, wireless controllers  Implement VLANs, access control policies, and VPN connections  Perform change management and maintenance window activities    Troubleshooting & Support  Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks  Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)  Analyze traffic using Wireshark, tcpdump, or other  Address DNS, DHCP, firewall, NAT, and VoIP issues  Work on SSID requests, conference issues and other special requests    Systems & MSP Support  Solve complex Windows/macOS issues and lead Root Cause Analysis for recurring problems.  Architect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite.  Help build advanced scripts (PowerShell) and RMM workflows to automate manual tasks and monitoring.  Oversee EDR security deployments and lead  disaster recovery operations.    Security Operations & Compliance  Monitor security event logs and SIEM alerts for potential threats or breaches  Implement and maintain network security policies and access control lists (ACLs)  Respond to security incidents and coordinate with security operations team  Perform security vulnerability assessments on network devices  Ensure compliance with organizational security standards and regulatory requirements  Maintain audit logs and documentation for compliance reporting  Participate in security incident response procedures    Field Technician Coordination & Dispatch  Work with field technicians and coordinate tech dispatches for:  PMS (Property Management System) troubleshooting and connectivity issues  WiFi site surveys, coverage analysis, and wireless optimization  3rd party vendor troubleshooting including video, VoIP, Conference Room Technology  Coordinate on-site troubleshooting activitie