Dispatchable Support Engineer - Tier 3

Responsibilities

• Provide Tier 3 technical support to clients via phone, remote session, and on-site dispatch - resolving complex hardware, software, and peripheral issues while taking escalations from tiers 1 and 2
• Diagnose root causes across a variety of OS platforms and application environments; apply advanced problem-solving to resolve issues efficiently on first contact where possible
• Dispatch to Houston-area client sites when hands-on presence is needed for infrastructure, hardware, or high-touch relationship situations
• Administer and troubleshoot Microsoft 365 environments including Exchange Online, Teams, SharePoint, and licensing; support on-premise Exchange 2013/2016 where applicable
• Manage and troubleshoot a wide range of network devices - SonicWall, Fortinet, Palo Alto, Unifi/Ubiquiti firewalls, Cisco, Meraki, Dell, and HP switches
• Configure and troubleshoot site-to-site VPN tunnels, AnyConnect, L2TP, and DMVPN; perform intermediate-to-advanced troubleshooting including packet captures
• Configure Cisco network devices (ASA firewalls, C2960/C3750 switches, 2800/2900 series routers); configure NAT, ACL, and routing protocols including EIGRP, OSPF, MPLS, STP, and VTP
• Troubleshoot and configure VLAN management, NTP, DHCP, DNS, SMTP, and SNMP services
• Support business-class backup and BDR solutions; respond to and remediate security incidents including malware, phishing, spam filtering, and endpoint threats
• Troubleshoot and configure VoIP environments including Allworx phone server issues
• Maintain complete, accurate ticket documentation from initial intake through resolution and client follow-up
• Assist with training and knowledge transfer for junior help desk technicians as needed

Qualifications

• 3+ years of technical support experience in a service desk or managed services environment
• Strong working knowledge of Windows 10/11, Windows Server, macOS, and Active Directory
• Hands-on experience with networking protocols (TCP/IP), firewall administration, VPN configuration, and LAN/WAN troubleshooting
• Familiarity with cloud and virtualization platforms - Microsoft Azure, AWS, VMware, and Hyper-V
• Experience with business-class security solutions including endpoint protection, spam filtering, and malware eradication
• Excellent verbal and written communication skills - able to translate complex technical issues into clear language for non-technical clients
• Strong analytical and problem-solving ability; comfortable working through ambiguous or novel issues without a playbook
• Above-average documentation habits - your tickets tell the full story from first contact to closure
• Professional appearance and presence; able to represent ERGOS confidently at a client site, orientation, or QBR
• Bachelor’s degree in computer science, information systems, or a related field preferred - equivalent experience considered
• Previous managed services experience is a strong plus
• Certifications such as CompTIA Network+, Security+, or Microsoft (MD-102, AZ-900) are a plus