Helpdesk Tier 3

About the role
The handles the most complex support issues involving infrastructure, backend systems, and escalations. You’ll serve as the final point of contact in support processes and help standardize IT procedures and improvements.

Who are we?

IBEX Staffing Solutions is a forward-thinking recruitment firm specializing in remote and IT staffing. We connect exceptional global talent with innovative companies, helping businesses scale and thrive in a digital-first world.

Hire the brightest. Hire the best.

Job Details
Role:
Location: Remote
Type of Engagement: Long term Contract
Schedule: US Timezone - EST

Key Responsibilities

• Own and resolve the most complex end-user and infrastructure support issues escalated from Tier 1 and Tier 2.
• Perform advanced troubleshooting on systems including servers, network devices, and business-critical applications.
• Provide in-depth support for Active Directory, Group Policy, DNS, DHCP, and file/print services.
• Administer and support remote desktop services, virtualization platforms (e.g., VMware, Hyper-V), and cloud services (Microsoft 365, Azure).
• Lead advanced network troubleshooting efforts, including routing, switching, VLAN configuration, firewall rule validation, and VPN connectivity issues.
• Support and optimize network performance, reliability, and security across on-prem and hybrid environments.
• Assist with backup and disaster recovery operations, including backup monitoring, restore testing, and ensuring business continuity readiness.
• Analyze recurring incidents and work on problem management and root cause analysis.
• Contribute to the development and documentation of SOPs, playbooks, and internal knowledge base articles.
• Assist with infrastructure maintenance, including patching, backup checks, system health monitoring, and capacity planning.
• Collaborate with system engineers and project teams on infrastructure upgrades, migrations, and cloud transitions.
• Provide mentorship to Tier 1 and Tier 2 technicians and help identify skill gaps or training opportunities.

Qualifications

• 5+ years of experience in IT support, with a proven track record of resolving complex technical issues.
• Expertise in Windows Server administration, Active Directory, DNS/DHCP, Group Policy, and file systems.
• Hands-on experience with virtualization (VMware, HyperV) and cloud platforms (Microsoft 365, Azure).
• Strong understanding of networking protocols (TCP/IP, VLANs, firewalls, VPNs).
• Skilled in working with remote monitoring and management (RMM) tools and PSA systems (e.g., ConnectWise, Kaseya).
• Experience creating or improving scripts or automation (PowerShell preferred).
• Certifications such as Microsoft Certified: Modern Desktop Administrator, MCSA, CompTIA Server+,
• CCNAe highly valued.
• Excellent communication skills—can confidently interact with both technical and non-technical stakeholders.