INC Group · 18 hours ago
Tier 3 Help Desk Engineer (MSP)
Lenexa, KS
Full-time
Onsite
Mid, Senior Level
$57K/yr - $59K/yr
4+ years expTechnology Group Solutions LLC is a full-service IT consulting firm located in the Kansas City Metropolitan Area. They are seeking a Tier 3 Help Desk Engineer who will support multiple client environments, resolving escalated incidents and providing hands-on operational support.
Construction
Responsibilities
Perform Tier 3 support for managed services customers by prioritizing and resolving escalated tickets
Serve as the final escalation point for unresolved Tier 1 and Tier 2 incidents
Own high-impact incidents through restoration and closure while supporting multiple customers concurrently
Perform advanced troubleshooting across endpoints, servers, identity, cloud services, and core networking
Context-switch quickly between different client environments, configurations, and standards
Use logs, event data, performance metrics, and structured troubleshooting to isolate root cause
Communicate clearly with internal teams and end users
Maintain accurate ticket notes and reusable knowledge documentation
Identify recurring issues and recommend practical fixes that reduce ticket volume
Provide technical leadership and mentoring to Tier 1 and Tier 2 technicians
Support operational change activity and participate in on-call rotation and after-hours support as required
Qualification
Required
Advanced troubleshooting for modern Windows operating systems. Including performance, stability, patching, drivers, applications, and networking stack issues
Strong command-line and diagnostic tool usage using logs and event data
Administration and troubleshooting of Microsoft server platforms including directory services, DNS, DHCP, Group Policy, and file/print services
Identity troubleshooting across on-prem and cloud-based platforms including authentication and MFA-related issues
Cloud productivity suite support including email, collaboration, file storage, and messaging services
Advanced networking troubleshooting including TCP/IP, DNS, DHCP, routing, VLANs, subnetting, VPNs, firewalls, latency, packet loss, and packet capture
Endpoint protection triage, malware remediation, and backup/restore support
Exceptional troubleshooting, analytical thinking, and problem-solving skills
Strong written and verbal communication skills with both technical and non-technical audiences
Ability to manage multiple concurrent escalations while meeting SLA expectations
4–6 years of professional IT support experience with at least 2 years handling Tier 2 or Tier 3 escalations, preferably in a Managed Services Provider environment
Bachelor's degree in an IT-related field, equivalent professional experience, or completion of a professional IT training program
Preferred
Industry-recognized certifications in networking, security, endpoint management, cloud services, or ITIL
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Company
INC Group
INC is a leading Design & Build firm with roots in Sydney, Australia. Our journey began 37 years ago when Chairman Andrew C.
201-500 employees
H1B Sponsorship
INC Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2022 (3)
2020 (1)
Funding
Current Stage
Growth StageRecent News
GlobeNewswire News Room
2025-07-14
Company data provided by crunchbase