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Tier Three Engineer Jobs in Atlanta, GA (NOW HIRING)

CNR Technologies

Helpdesk Engineer

Woodstock, GA · On-site

$20K - $35K/yr

Escalate advanced issues to Tier 2/Tier 3 engineers when needed Skills & Requirements * CompTIA A+ (preferred but not required if actively pursuing) * Basic experience supporting Windows systems ...

CNR Technologies

Helpdesk Engineer

Woodstock, GA · On-site

$20K - $35K/yr

Escalate advanced issues to Tier 2/Tier 3 engineers when needed Skills & Requirements * CompTIA A+ (preferred but not required if actively pursuing) * Basic experience supporting Windows systems ...

CNR Technologies

Helpdesk Engineer

Woodstock, GA · On-site

$20K - $35K/yr

Escalate advanced issues to Tier 2/Tier 3 engineers when needed Skills & Requirements * CompTIA A+ (preferred but not required if actively pursuing) * Basic experience supporting Windows systems ...

Evolutyz Corp

End User Support Engineer

Atlanta, GA · On-site

Summary: The End User Services (EUS) Engineer provides advanced desktop support, endpoint ... This role serves as a Tier 2/Tier 3 escalation resource, manages endpoint technologies, supports ...

ATLANTICUS

Windows System Engineer

Atlanta, GA

The role also serves as a Tier 2/Tier 3 escalation point for complex desktop and infrastructure issues. Key Responsibilities Windows Server Administration * Administer and maintain Windows Server ...

Charter Global

Sr. Sys Admin

Atlanta, GA · On-site

$82K - $112K/yr

This engineer with architect, implement and primarily support Unified Messaging and Exchange ... Office 365 Technologies Troubleshoot IP based faxing systems Tier III support for client systems ...

Charter Global

Sr. Sys Admin

Atlanta, GA · On-site

$82K - $112K/yr

This engineer with architect, implement and primarily support Unified Messaging and Exchange ... Office 365 Technologies • Troubleshoot IP based faxing systems • Tier III support for client ...

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All JobsTier Three Engineer JobsTier Three Engineer Jobs in Atlanta, GA

Tier Three Engineer information

What is the difference between Tier Three Engineer vs Tier Two Engineer?

AspectTier Three EngineerTier Two Engineer
CertificationsAdvanced certifications (e.g., Cisco CCNP, CompTIA Network+)Entry to mid-level certifications (e.g., Cisco CCNA, CompTIA A+)
Work EnvironmentComplex troubleshooting, system design, and advanced supportRoutine maintenance, basic troubleshooting, and user support
Employer & Industry UsageIT service providers, large enterprises, network infrastructureSmall to medium businesses, internal IT teams
Search & Comparison IntentUnderstanding advanced support roles, career progressionBasic support roles, entry-level positions

In summary, a Tier Three Engineer handles more complex issues, requires advanced certifications, and works in larger, more technical environments compared to a Tier Two Engineer, who focuses on routine support and basic troubleshooting.

What is a Tier Three Engineer?

A Tier Three Engineer is a senior technical support or network engineer responsible for resolving complex issues that Tier One and Tier Two support cannot handle. They often troubleshoot advanced hardware, software, or network problems, and may work with specialized tools and certifications such as Cisco or Microsoft to ensure system stability and performance.

What are popular job titles related to Tier Three Engineer jobs in Atlanta, GA?

For Tier Three Engineer jobs in Atlanta, GA, the most frequently searched job titles are:

What job categories do people searching Tier Three Engineer jobs in Atlanta, GA look for?

The top searched job categories for Tier Three Engineer jobs in Atlanta, GA are:

What cities near Atlanta, GA are hiring for Tier Three Engineer jobs?

Cities near Atlanta, GA with the most Tier Three Engineer job openings:

Tier Three Engineer jobs near you
Infographic showing various Tier Three Engineer job openings in Atlanta, GA as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, 2% Contract, and 1% Nights. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution.

Service Desk Engineer Tier 1

Resolution Technologies

Roswell, GA • On-site

Other

Posted 24 days ago

Job description

Job Description
Service Desk Engineer (Tier 1) ***Role will be onsite 5 days per week and move to a 3/2 hybrid set up after 6 months of training based upon performance***
Service Desk Engineer Position Summary The Service Engineer (Tier 1) is responsible for delivering timely, professional, and high-quality technical support to our Consulting clients. This role serves as the first point of contact for end users seeking technical assistance and is responsible for troubleshooting common hardware, software, Microsoft 365, and networking issues while delivering an exceptional customer experience.
The Service Engineer (Tier 1) is expected to efficiently assess customer issues, resolve incidents whenever possible, and appropriately escalate more complex technical problems to higher-tier engineers. Success in this role requires strong customer service skills, excellent communication, attention to detail, and a commitment to following established processes and service standards.
This position plays a critical role in ensuring client satisfaction by maintaining ownership of support requests, communicating proactively with customers, and contributing to the overall success of the Service Desk. Service Desk Operations
  • Serve as the first point of contact for inbound client requests via phone, email, and ticketing system.
  • Answer customer calls professionally, assess technical issues, and determine the appropriate resolution path.
  • Troubleshoot and resolve common hardware, software, printer, Microsoft 365, password, workstation, mobile device, and basic network issues.
  • Escalate incidents requiring advanced technical expertise to Tier 2 or Tier 3 engineers following established escalation procedures.
  • Maintain ownership of assigned tickets until resolution or proper handoff.
  • Ensure tickets are accurately documented, updated, and progressed according to company standards.
  • Meet Service Level Agreement (SLA) expectations for response times, communication, and ticket resolution.
  • Provide customers with timely updates throughout the lifecycle of every support request.
  • Participate in daily ticket triage and assist in maintaining a healthy Service Desk queue.
  • Follow established Standard Operating Procedures (SOPs), documentation standards, and security policies.
  • Assist with workstation setup, new user onboarding, and basic equipment deployment.
  • Participate in the rotating on-call schedule as assigned.
Technical Support Responsibilities
  • Diagnose and resolve first-level technical issues involving Windows/macOS workstations, Microsoft 365, email, printers, mobile devices, VPN, networking, and remote support tools.
  • Perform basic troubleshooting before escalating issues.
  • Monitor and review security alerts or suspicious activity and escalate according to company procedures.
  • Review client outages and communicate appropriately with leadership and senior engineers.
  • Assist with endpoint provisioning, software installations, updates, and system configuration.
  • Document troubleshooting steps and resolutions to improve the knowledge base.
Customer Experience
  • Deliver a professional, courteous, and positive support experience on every customer interaction.
  • Demonstrate empathy, patience, and professionalism while resolving technical issues.
  • Communicate technical information clearly to users with varying technical abilities.
  • Keep customers informed with regular updates until issues are resolved.
  • Build trust by taking ownership of customer issues and following through on commitments.
  • Provide basic user education and training when appropriate.
Team Collaboration
  • Work closely with Tier 2, Tier 3, Project Engineers, and leadership.
  • Ask questions, seek guidance, and actively learn from senior engineers.
  • Share knowledge and contribute to continuous improvement initiatives.
  • Participate in team huddles, technical discussions, and training sessions.
  • Support teammates during periods of high ticket volume.
Documentation & Process
  • Maintain complete, accurate, and detailed ticket documentation.
  • Record troubleshooting steps, customer communications, and resolutions.
  • Follow documentation standards to ensure continuity of support.
  • Contribute to knowledge base articles and internal documentation.
  • Identify recurring issues and recommend improvements.
  • Follow all security, compliance, and client confidentiality requirements.
Qualifications
  • 0-2 years of Help Desk, MSP, or customer service experience preferred.
  • Strong customer service and communication skills.
  • Basic knowledge of Windows 10/11, Microsoft 365, Active Directory/Entra ID, networking fundamentals, and remote support tools.
  • Strong organizational and time management skills.
  • Ability to work effectively in a fast-paced MSP environment.
  • Experience with ConnectWise Manage or similar PSA preferred.
  • CompTIA A+, Network+, Microsoft Fundamentals, or equivalent experience is a plus.
Preferred Traits
  • Positive, team-first attitude.
  • Strong analytical and problem-solving mindset
  • Strong customer service mindset.
  • Excellent verbal and written communication skills.
  • Strong sense of ownership and accountability.
  • Curious with a desire to continuously learn.
  • Calm and professional under pressure.
  • Detail-oriented and process-driven.
  • Adaptable to changing technologies.
  • Demonstrates integrity and professionalism.
Performance Expectations
  • Meets or exceeds SLA response times.
  • Maintains high-quality ticket documentation.
  • Provides proactive customer communication.
  • Demonstrates continuous technical growth.
  • Escalates issues appropriately.
  • Contributes positively to team collaboration.
  • Delivers an exceptional customer experience.
  • Maintains consistent ticket ownership.
Reporting Structure The Service Engineer (Tier 1) reports directly to the Service Desk Supervisor and works closely with Tier 2 Engineers, Tier 3 Engineers, Project Engineers, and the Chief Operations Officer (COO) to deliver exceptional client support.
This role does not include supervisory or HR responsibilities.
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*Warning* Please beware of job offer scams! Individuals falsely representing themselves as employees of Resolution Technologies and many other recruiting firms are contacting candidates with fake job offers. Please do not provide these individuals with any information and report them to your local authorities. We are not affiliated with Nick Hassan, Nick Sullivan, or the email domain resolutiontech-jobs.com. Please call us at to verify job opportunities.

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