Dispatchable Support Engineer - Tier 3

ABOUT THIS ROLE  

ERGOS Technology Partners is an international managed IT services provider headquartered in Houston, Texas, delivering end- to- end computer support and services to businesses and organizations of all sizes. Our  LIVE  Desk is the heartbeat of client experience - and this role sits at a uniquely visible intersection of remote support and on-site presence.  

We are looking for an experienced, motivated Tier  3   Support Engineer  with strong technical skills, a superior customer service aptitude, and a genuine passion for technology. You will handle complex escalations,  think outside the box  to  identify  root causes, and communicate technical solutions clearly to clients of all backgrounds. You stay current on emerging technologies and industry trends - not because you  have to , but because you want to.  

As a Dispatchable  Support Engineer , you will serve  Houston -area clients both remotely and on-site. Candidates who live in or near  Houston  are strongly preferred - your proximity to our clients is part of what makes this role work.  

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     t ier s  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  

BENEFITS  

Health, dental, and vision insurance  

Life insurance  

401(k)  

Paid time off