Tier 3 IT Support Technician

Bedrock Technology is seeking a Tier 3 IT Support Technician to strengthen its on-site support coverage in the Scranton, PA area, with daily in-person reporting. In this role, you will take ownership of escalated incidents, lead technical resolution during major outages, and partner with internal teams and vendors to drive lasting fixes.

Working directly on complex infrastructure and cloud-adjacent support needs, you’ll combine deep troubleshooting with clear communication to keep incidents moving from investigation through root cause and resolution.

What you’ll do

• Own escalated incidents by resolving complex issues from Tier 1/2 that require deep system investigation and root cause analysis
• Administer core infrastructure, including servers on Windows/Linux, Active Directory, DNS, DHCP, Group Policy, and virtualization platforms such as VMware and Hyper-V
• Support network operations by troubleshooting LAN/WAN, VPN, firewall rules, switching, and routing issues in coordination with the network team
• Manage cloud environments with Microsoft 365 and identity tools, including Azure AD, Entra ID, and hybrid identity configurations
• Lead incident response as the technical point during major outages, coordinating resolution and updating stakeholders on status
• Develop and maintain documentation by writing runbooks, KB articles, and SOPs to improve efficiency and reduce repeat escalations
• Mentor junior staff by providing guidance and training to Tier 1/2 technicians
• Liaise with vendors to manage escalations and coordinate with third-party vendors and software support teams
• Drive continuous improvement by identifying recurring issues and proactively eliminating them through automation, process changes, or infrastructure improvements

Requirements

• 5+ years of progressive IT support experience, including 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 administering Microsoft 365 (Exchange Online, Teams, SharePoint, Intune, EntraID)
• Proficiency in PowerShell scripting for automation and administration
• Solid networking fundamentals including TCP/IP, VLANs, routing protocols, and VPN technologies
• Experience with VMware vSphere or Hyper-V virtualization
• Ability to independently manage and prioritize a complex and varied workload
• Hands-on experience with VoIP / UCaaS administration using tools such as RingCentral, Zoom, 8x8, Goto, Cisco, Mitel (or similar)

Technical stack and certifications (listed)

• Windows Server, Active Directory, Group Policy, DNS, DHCP
• Virtualization: VMware, Hyper-V, VMware vSphere
• Microsoft 365: Exchange Online, Teams, SharePoint, Intune, EntraID, Azure AD, Entra ID
• Automation: PowerShell
• Networking: TCP/IP, VLANs, VPN
• Credentials/tools: Microsoft Certified: Azure Administrator (AZ-104), CompTIA Security+, CompTIA Network+, MCSA, MCSE, VMware VCP, ITIL Foundation
• Communication platforms: VoIP, UCaaS, RingCentral, Zoom, 8x8, Goto, Cisco, Mitel

Preferred background

• 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 such as Python or Bash

Benefits

• Competitive salary ranging from USD 65,000 to 85,000 per year, 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

Location: Philadelphia, PA (onsite)

Experience: 5+ years

Compensation: USD 65,000 - 85,000 per yearly