A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
Full-Time About the Role Bedrock Technology is a fast‑growing managed services provider and IT consultancy committed to excellence, professional growth, and delivering exceptional service to our clients. We're looking for a sharp, self-driven Tier 3 IT Support Technician to join our IT team. This is a senior-level hands-on role for someone who thrives on solving the problems no one else can crack — from complex infrastructure failures to deep-dive application troubleshooting. You'll be the last line of defense before issues escalate to vendors or developers, and a go-to resource for Tier 1 and Tier 2 colleagues. This is an on‑site position located in the Scranton, PA area. The successful candidate must report to the office in person daily. What You'll Do Own escalated incidents — Resolve complex technical issues escalated from Tier 1/2 that require deep system-level investigation and root cause analysis Administer core infrastructure — Manage and maintain servers (Windows/Linux), Active Directory, DNS, DHCP, Group Policy, and virtualization platforms (VMware/Hyper-V) Support network operations — Troubleshoot LAN/WAN, VPN, firewall rules, switching, and routing issues in coordination with the network team Manage cloud environments — Administer and troubleshoot Microsoft 365, Azure AD, Entra ID, and hybrid identity configurations Lead incident response — Act as technical lead during major outages, coordinating resolution and communicating status to stakeholders Develop documentation — Write and maintain runbooks, KB articles, and SOPs to improve team efficiency and reduce repeat escalations Mentor junior staff — Provide guidance and training to Tier 1/2 technicians to help build team capability Liaise with vendors — Manage escalations and coordinate with third-party vendors and software support teams Drive continuous improvement — Identify recurring issues and work proactively to eliminate them through automation, process changes, or infrastructure improvements
What You'll Bring Required:
5+ years of progressive IT support experience, with at least 2 years in a Tier 3 or senior systems role Deep expertise in Windows Server (2016/2019/2022) administration and troubleshooting Strong knowledge of Active Directory , Group Policy, DNS, and DHCP Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune, EntraID) Proficiency in PowerShell scripting for automation and administration Solid networking fundamentals — TCP/IP, VLANs, routing protocols, VPN technologies Experience with VMware vSphere or Hyper-V virtualization Ability to independently manage and prioritize a complex, varied workload Hands-on experience with VoIP / UCaaS administration (RingCentral, Zoom, 8x8, Goto, Cisco, Mitel, etc.)
Preferred:
Experience with Azure or other cloud platforms (AWS, GCP) Familiarity with SIEM tools , endpoint security, and EDR platforms Knowledge of ITIL frameworks and service management best practices Experience with backup and disaster recovery solutions (Veeam, Datto, etc.) Scripting beyond PowerShell — Python, Bash, or similar Certifications (any of the following are a plus):
Foundation Who You Are A natural problem-solver who digs deep rather than settling for surface-level fixes Calm under pressure — you've worked major incidents and know how to lead, not just react A clear communicator who can translate complex technical issues for non-technical stakeholders Someone who takes ownership seriously and sees an issue through to resolution Collaborative and willing to share knowledge — you make the whole team better What We Offer Competitive salary commensurate with experience Comprehensive health, dental, and vision benefits 401(k) with company match Generous PTO and paid holidays Professional development budget and certification reimbursement Flexible/hybrid work options A collaborative team that values your expertise
Pay:
$65,000.00 - $85,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Professional development assistance Retirement plan Vision insurance
Experience:
VoIP / RingCentral / Zoom / 8x8: 1 year (Preferred) Ability to
